Felecia Johnson
Aubrey
Summary
Customer-focused professional with over 12 years in high-volume environments, recognized for leadership and commitment to service excellence. Expertise in training and mentoring team members, resolving customer concerns, and building lasting relationships. Adaptable in fast-paced settings while maintaining operational excellence and delivering exceptional customer care.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Server & Designated Trainer
The Cheesecake Factory
03.2018 - Current
- Chosen as Designated Trainer for exemplary performance, leadership, and customer service.
- Successfully trained and mentored 30+ new team members on company standards, customer service, food safety, and operational procedures.
- Provided exceptional service in high-volume restaurant with fast-paced environment and high guest expectations.
- Resolved customer concerns professionally, ensuring satisfactory outcomes and enhanced guest experience.
- Build strong relationships with guests through personalized, attentive service that encourages repeat business.
- Collaborate with management and team members to maintain efficient operations during peak business hours.
- Accurately process customer payments using POS systems while maintaining attention to detail.
- Effectively manage multiple priorities while maintaining professionalism and excellent service.
Server
Blue Goose Cantina
01.2016 - 01.2018
- Provided exceptional customer service, enhancing guest satisfaction in a fast-paced restaurant environment.
- Resolved guest concerns while fostering a welcoming dining experience, contributing to overall guest retention.
- Assisted guests with menu selections, special requests, and dietary accommodations.
- Maintained accuracy in order entry and payment processing.
- Collaborated with staff to streamline daily operations, improving service efficiency and team coordination.
Server
Cotton Patch Cafe
01.2015 - 01.2017
- Cultivated strong relationships with guests, fostering loyalty and encouraging repeat visits.
- Delivered attentive customer service, enhancing overall dining experience.
- Oversaw multiple tables, ensuring accuracy in orders and prompt service.
- Assisted with opening and closing restaurant operations, ensuring smooth transitions.
Shift Manager
Sonic Drive-In
01.2014 - 01.2016
- Managed employee scheduling, inventory control, cash handling, and daily deposits to ensure smooth operations.
- Supervised daily operations, leading team to achieve efficiency in fast-paced environment.
- Motivated team members to meet company goals and performance expectations.
- Trained and coached employees to enhance customer service standards and streamline operational procedures.
- Resolved customer concerns while maintaining a high level of satisfaction.
- Ensured compliance with company policies, safety procedures, and quality standards.
Licensed Texas Life & Health Insurance Agent
TNA Financial Group
Forney
01.2025 - Current
- Educated clients on life and health insurance products to enhance understanding and informed decision-making.
- Provided consultative recommendations tailored to each client's individual needs, ensuring optimal coverage and satisfaction.
- Built long-term client relationships through trust and exceptional customer service, fostering loyalty and retention.
- Maintained confidentiality of sensitive client information while ensuring accuracy in data handling.
- Maintain compliance with all state regulations and ethical standards.
Education
High School Diploma -
Clovis High School
Clovis, NM05-1999
Skills
- Customer service excellence
- Professional communication
- Leadership and team development
- Employee training and mentoring
- Relationship building
- Problem solving
- Time management
- Multitasking
- Cash handling
- Point-of-sale systems
- Professional communication
- Sales and customer retention
Certification
Texas Life & Health Insurance License, Active
Professional Highlights
- 12+ Years of Customer Service Experience
- Designated Trainer at The Cheesecake Factory
- Trained and Mentored 30+ New Employees
- Former Restaurant Manager
- Licensed Texas Life & Health Insurance Agent
- Proven Leader and Team Player
- Strong Conflict Resolution Skills
- Excellent Written and Verbal Communication
- High-Volume Customer Service Experience
- Dedicated to Delivering Outstanding Customer Experiences
Timeline
Licensed Texas Life & Health Insurance Agent
TNA Financial Group
01.2025 - Current
Server & Designated Trainer
The Cheesecake Factory
03.2018 - Current
Server
Blue Goose Cantina
01.2016 - 01.2018
Server
Cotton Patch Cafe
01.2015 - 01.2017
Shift Manager
Sonic Drive-In
01.2014 - 01.2016
High School Diploma -
Clovis High School