Elizabeth Johnson
Fargo
Summary
Dynamic leader experienced in customer service and team management. Proven track record in enhancing team productivity and driving process improvements, resulting in increased client satisfaction and operational efficiency.
Overview
21
21
years of professional experience
Work History
Plan Sponsor Support Manager
CVS Health/Aetna
Fargo
06.2004 - Current
- Manage daily operations of a support team for CVS Health/Aetna clients.
- Lead a staff of 11 to 16 direct reports to continued success.
- Complete and deliver mid-year and annual performance reviews to staff.
- Assist in resolving customer inquiries and complaints effectively.
- Coordinate and/or facilitate training sessions for new and existing staff on service protocols.
- Lead high-profile projects to deliver high-quality results on time and within budget.
- Develop support materials to enhance team productivity and knowledge.
- Improved internal processes to increase customer response times and employee productivity among my team and many cross-functional teams.
Key Carrying Front End Lead
Dick's Sporting Goods, Inc
Bismarck
06.2019 - 07.2023
- Supervised daily cash operations and ensured compliance with company policies.
- Trained and mentored cashiers on proper register procedures and customer service standards.
- Managed cash handling processes, including deposits and reconciliation of registers.
- Resolved customer inquiries and issues to maintain high satisfaction levels.
- Coordinated with management on scheduling staff to meet operational needs.
- Monitored cashier performance and provided feedback for improvement, including key metrics around credit card applications and loyalty account sign-ups.
- Opened and closed the store on a frequent basis, including coordinating with the security company as needed.
Education
Associate of Arts - Accounting
Bismarck State College
Bismarck, ND05-1997
Skills
- Customer service
- Team leadership
- Project management
- Training coordination
- Process improvement
- Client relationship management
- Cash handling procedures
- Problem solving
- Adaptability to change
- Verbal and written communication
- Team development
- Budget management
Accomplishments
- Consistent Successful Plus or Extraordinary review remarks with both employers.
- Due to success in current role, provided opportunities for stretch assignments.
- Promoted swiftly from Cashier to Key Carrying Front End Lead at Dick's Sporting Goods based on performance and ability to mentor teammates.
References
References available upon request.
Timeline
Key Carrying Front End Lead
Dick's Sporting Goods, Inc
06.2019 - 07.2023
Plan Sponsor Support Manager
CVS Health/Aetna
06.2004 - Current
Associate of Arts - Accounting
Bismarck State College
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