Carrie Johnson
Blanchester,Ohio
Summary
Dynamic leader with strong communication skills, passionate about motivating teams to achieve success through collaboration and empowerment. Committed to leveraging individual strengths to foster a confident work ethic and a culture of equity, ensuring quality and client satisfaction remain paramount.
Expertise in providing guidance and direction while actively engaging teams to meet targets and navigate adaptive changes effectively.
Overview
25
25
years of professional experience
Work History
Supervisor Customer Care
Vitu
Wilmington, OH
01.2024 - Current
- Supervise daily operations to ensure efficient workflow and adherence to compliance.
- Mentor staff, helping foster skill development and improving team performance.
- Streamline processes, resulting in enhanced productivity, quality and reduced operational delays.
- Implemented training programs focused on best practices and skills reinforcement.
- Facilitate team agendas and monthly one-on-one meetings with agents to promote awareness of daily and future goals.
- Support completion of required reports and administrative tasks to maintain accuracy.
- Assume responsibility for senior leadership support as needed to ensure operational continuity.
Lead Customer Care Specialist
Cox Automotive
Wilmington, Ohio
05.2018 - 02.2024
- Provided expert guidance in addressing team and client concerns, fostering a productive work environment.
- Perform root cause analysis to determine underlying issues to fill gaps and ensure positive resolutions in a timely manner.
- Collaborate between departments and management to find resolutions and provide quality customer service.
- Monitor and manage work flow to ensure customer service level agreements are being met.
Assistant Manager/Quality Inspector
The Cleaning Authority
Milford, Ohio
08.2001 - 03.2018
- Effectively managed and delegated tasks among 19 teams for over 700 clients.
- Implemented and led a train the trainer course for team members to ensure quality training for Team Leads.
- Led client scheduling and service quoting processes, optimizing in-home sales strategies.
- Cultivated strong client relationships through tailored service approaches, driving customer satisfaction and loyalty.
Education
Highschool -
Goshen Highschool 2000
Goshen, OhioHuman Social Services Counseling 2008-2009
University of Cincinnati
Batavia, OHSkills
- Effective leadership
- Client support
- Customer Service
- Effective communication
- Conflict Resolution
- Decision making
- Microsoft Office / Google Drive
- Ability to Multitask
- Adaptability
- Effective Time Management
Timeline
Supervisor Customer Care
Vitu
01.2024 - Current
Lead Customer Care Specialist
Cox Automotive
05.2018 - 02.2024
Assistant Manager/Quality Inspector
The Cleaning Authority
08.2001 - 03.2018
Highschool -
Goshen Highschool 2000
Human Social Services Counseling 2008-2009
University of Cincinnati