Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Charlene Johnson

Las Vegas,NV

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.

Overview

8
8
years of professional experience

Work History

Warehouse Worker

Amazon
Las Vegas , United States
12.2021 - Current
  • Loaded, unloaded and moved material to and from storage and production areas.
  • Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
  • Consistently lifted materials weighing as much as 40 pounds.
  • Checked packages and merchandise for damage and notified vendors.
  • Cleaned and maintained warehouse in compliance with OSHA safety standards.
  • Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
  • Acknowledged safety issues and contacted shift supervisor regarding concerns and for quick resolution.
  • Operated RF scanners to track merchandise and verify contents of containers.
  • Identified inadequate materials and faulty equipment and brought to supervisors' attention.
  • Completed daily cycle counts and quarterly inventories and resolved variances to maintain data accuracy.

Customer Service Representative

Amazon
Las Vegas , Nevava
06.2020 - 09.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Cross-trained and provided back up for customer service managers.

General Manager

KFC
Las Vegas, NV
10.2018 - 10.2021
  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Assessed reports to evaluate performance, develop targeted improvements and implement changes.
  • Reduced corporate risk by managing shrink processes and controlling inventory levels.
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
  • Designed modern employee recognition program which boosted productivity and improved morale.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Handled cash accurately and prepared deposits.
  • Resolved problems promptly to elevate customer approval.

Host

Applebee's Grill + Bar
Henderson, NV
06.2018 - 03.2020
  • Monitored seating area and checked restrooms regularly to keep spotless.
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
  • Assisted managers with quickly resolving service- and food-related issues.
  • Took reservations by phone and walk-in, keeping scheduling demands and kitchen output in time to avoid overbooking.
  • Recorded available tables after seating each party using specialized seating software.
  • Documented reservations and communicated changes to guests.
  • Checked and restocked server areas and organized and got change for front counter.
  • Answered customer questions about hours, seating and menu information.
  • Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
  • Supported servers, food runners and bussers with keeping dining area ready for every guest.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Informed servers of newly seated parties for speedy service.
  • Stayed in open communication with kitchen team to assess cooking times, avoid worker overload and minimize customer dissatisfaction.
  • Collected information from arriving customers to seat groups or place them on waitlist.
  • Documented reservations, alerted servers and managers of large groups and prepared seating.
  • Watched dining area staff to evaluate server loads and calculate accurate wait times.
  • Monitored front entrance for new guests while assisting servers by taking and delivering drink orders.
  • Conducted dining room and server checks to assess readiness for expected customer loads.
  • Prepared artistic menu boards highlighting current specials and promotions using eye-catching decorative techniques.

Education

High School Diploma -

Green Valley High School
Henderson, NV
05.2019

Skills

  • Goals and Performance
  • Operations Support
  • Shipping and Receiving
  • Cleaning and Organization
  • Microsoft Excel
  • Financial Management
  • Cost Management
  • Business Management Principles
  • Customer Service
  • Instructing

Accomplishments

  • Supervision - Supervised sales team to monitor sales activity and goal achievement.
  • Resolved product issue through consumer testing.

Timeline

Warehouse Worker

Amazon
12.2021 - Current

Customer Service Representative

Amazon
06.2020 - 09.2022

General Manager

KFC
10.2018 - 10.2021

Host

Applebee's Grill + Bar
06.2018 - 03.2020

High School Diploma -

Green Valley High School

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Charlene Johnson