Cierra Johnson
Wichita,KS
Summary
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
3
3
years of professional experience
Work History
Customer Service Manager
Kohl's
Wichita, KS
05.2024 - Current
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
Customer Service Manager
Kohl's
San Angelo, TX
09.2022 - 05.2024
- Reconciled discrepancies between sales reports and actual money received from cashiers.
- Performed periodic audits of cashier activities including counting drawers, verifying amounts..
- Assisted with opening, closing duties such as setting up, closing registers and balancing tills at end of business day.
- Coordinated with IT department on system upgrades or repairs related to POS systems or credit card machines.
- Implemented new policies and procedures related to cash handling operations.
Full Time Key Holder
Soft Surroundings
San Antonio, TX
03.2022 - 09.2022
- Assisted customers in selecting appropriate products from the catalog.
- Managed customer service inquiries related to products listed in the catalog.
- Processed incoming garments, sorted them into categories and marked them for cleaning.
- Operated dry-cleaning machines to clean, rinse and steam press garments.
- Maintained accurate records of merchandise, inventory levels, sales, returns, and staff transactions.
- Supervised employees by providing direction on tasks and expectations regarding customer service standards.
- Managed key holder responsibilities such as opening and closing the store, setting alarms.
Education
Bachelor of Science - Psychology
Colorado Technical University
Colorado Springs, CO07-2025
High School Diploma -
Salina South High School
Salina05-2018
Skills
- New Hire Training
- Customer Relations
- Performance Evaluations
- Excellent time management skills
- Cash Handling
- Project Management
- Handling Escalations
Accomplishments
- The National Society of Leadership and Success (NSLS) April 2024-Current
Timeline
Customer Service Manager
Kohl's
05.2024 - Current
Customer Service Manager
Kohl's
09.2022 - 05.2024
Full Time Key Holder
Soft Surroundings
03.2022 - 09.2022
Bachelor of Science - Psychology
Colorado Technical University
High School Diploma -
Salina South High School
Similar Profiles
Thomas SullivanThomas Sullivan
Operations Manager at Kohl'sOperations Manager at Kohl's
Andrea CrawfordAndrea Crawford
Operations Associate at Kohl'sOperations Associate at Kohl's
Erika ZammitErika Zammit
Retail Sales Associate at Kohl'sRetail Sales Associate at Kohl's
Rebeca SanchezRebeca Sanchez
Sales Associate at Kohl'sSales Associate at Kohl's
Lincoln G. WilliamsLincoln G. Williams
Skin Quality Technician at Spiritaero SystemsSkin Quality Technician at Spiritaero Systems