Erika Johnson
La Vergne,TN
Overview
15
15
years of professional experience
1
1
Certification
Work History
Supervisor
Maximus Services LLC
McLean, VA
10.2020 - 08.2023
- Started, trained, and continuously developed processes for four AZ Covid-19 projects, which generated $60 million in revenue
- Developed and nurtured key client relationships, resulting in 30% increase in repeat business and new referrals
- Led high-performing teams of 20+ call center agents and adjudicators
- Provided mentorship, training, and performance coaching to drive productivity and growth
- Collaborated with cross-functional teams to develop innovative solutions for call center and application process improvement
- Developed and executed training of 200+ agents resulting in continued increase of QA scores across multiple projects.
Team Lead/ Master Esthetician
Touched by an Angel LLC
Antioch, TN
05.2013 - 07.2020
- Utilized professional communication techniques to build relationships with clients and encourage return visits
- Provided sales training and increased at home product sales by 45%.
BDC Team Lead
Alexander Automotive
Franklin, TN
08.2008 - 05.2013
- Gained extensive knowledge of automotive technology through research and training sessions
- Demonstrated strong communication by providing customers with product information and solutions
- Established relationships with customers by demonstrating empathy and understanding their needs
- Maintained accurate records of customer interactions using a CRM system for future reference
- Used effective sales, inbound, and outbound telephone techniques to build client relationships and uncover product and service needs
- Facilitated inquiries from prospective customers via phone or email.
Education
Bachelor of Science in Business Administration -
South University Savannah Online
Savannah, GA08.2025
Technical Diploma in Aesthetics -
Miller Motte Technical College
Madison, TN05.2013
High School Diploma -
Pearl Cohn Magnet High School
Nashville, TN05.2004
Skills
- Policy & process development
- Quality assurance
- Technical support
- Mentoring
- Sales
- CRM Software
- Leadership
- Microsoft Office (10 years)
- Account management
- Salesforce
- AWS
- Process Improvement
Certification
Licensed Esthetician
Timeline
Supervisor
Maximus Services LLC
10.2020 - 08.2023
Team Lead/ Master Esthetician
Touched by an Angel LLC
05.2013 - 07.2020
BDC Team Lead
Alexander Automotive
08.2008 - 05.2013
Bachelor of Science in Business Administration -
South University Savannah Online
Technical Diploma in Aesthetics -
Miller Motte Technical College
High School Diploma -
Pearl Cohn Magnet High School