Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Deveria Johnson

Baltimore,MD

Summary

Accomplished Manager with a proven track record at Mcdonald's, enhancing customer satisfaction by over 20% through strategic planning and effective communication. Skilled in operations management and staff training, adept at resolving disputes and improving service delivery. Demonstrates exceptional time management and customer service, ensuring high-quality experiences for both employees and patrons.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Manager

Mcdonald's
10.2022 - Current
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Cross-trained existing employees to maximize team agility and performance.
  • Improved safety procedures to create safe working conditions for workers.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Defined clear targets and objectives and communicated to other team members.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.

Event Coordinator

LHK LLC
11.2017 - Current
  • Coordinated schedules and timelines for events.
  • Managed event logistics and operations.
  • Established positive relationships with clients, ensuring their needs were met throughout the event planning process.
  • Developed creative marketing materials that generated interest and boosted event attendance.
  • Maintained accurate records of all event expenditures, ensuring budget compliance across multiple projects.
  • Managed budgets effectively, negotiating contracts to secure cost savings without compromising quality.
  • Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
  • Coordinated with security services to ensure safety of attendees, addressing potential risks and compliance issues.
  • Streamlined vendor selection and negotiation, ensuring high-quality services while adhering to budget constraints.
  • Elevated client satisfaction, tailoring event themes and activities to match their vision and objectives.
  • Monitored and controlled event expenditures to meet budgets.
  • Coordinated transportation and parking arrangements for guests and vendors.

Customers Service Representative

Tradingsim
05.2013 - 05.2017
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Education

Bachelor Of Business - Business Administration And Management

Norfolk State University
Norfolk, VA

Skills

  • Customer service
  • Time management
  • Staff training and development
  • Documentation and reporting
  • Strategic planning
  • Operations management
  • Customer relationship management (CRM)
  • Policy and procedure development
  • Regulatory compliance

Certification

ServSafe

Digital Ambassador

Timeline

Manager

Mcdonald's
10.2022 - Current

Event Coordinator

LHK LLC
11.2017 - Current

Customers Service Representative

Tradingsim
05.2013 - 05.2017

Bachelor Of Business - Business Administration And Management

Norfolk State University

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Deveria Johnson