Felicia Johnson
Summary
Results-driven support professional with experience in managing and optimizing customer service operations. Skilled in team collaboration, conflict resolution, and process improvement to enhance service delivery. Known for adaptability, reliability, and strong focus on achieving impactful outcomes. Expertise in training, mentoring staff, and leveraging technical tools to streamline workflows and elevate team performance.
Overview
13
13
years of professional experience
Work History
OWNER/Operator
TASTE FROM THE LAND CATERING
01.2017 - Current
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Developed business plan, processes and procedures to provide superior food products to customers.
Call Center Support Supervisor
AT&T Mobility Call Center
08.2020 - 06.2022
- Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Reviewed customer feedback regularly, identifying trends in common issues and recommending product enhancements accordingly.
- Facilitated regular meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members.
- Managed a team of support professionals, fostering an environment of collaboration and growth.
TEAM LEAD/Supervisor of Operations
VERSITI BLOOD CENTERS OF INDIANA
04.2019 - 04.2020
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Devised and implemented processes and procedures to streamline operations.
- Educated staff on organizational mission and goals to help employees achieve success.
Lead Charge Nurse
THE AMERICAN REDCROSS
08.2012 - 04.2019
- Ensured a safe environment for patients and staff by enforcing strict adherence to safety regulations and infection control measures.
- Increased patient satisfaction with compassionate and individualized nursing care approaches.
- Created an inclusive work environment that fostered collaboration among diverse team members.
- Managed critical situations calmly and effectively, contributing to positive outcomes in high-pressure scenarios.
- Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
- Led teams in driving successful patient outcomes by prioritizing standard of care and best practices.
Education
BBA - Business Administration And Management
JOHNSON AND WALES UNIVERSITY
RHODE ISLAND11-2026
CERTIFICATION/DIPLOMA - MEDICAL ASSISTANT
SANFORD BROWN COLLEGE
MIDDLEBURG HTS, OH11-2011
Skills
- Operations management
- Documentation and reporting
- Hiring
- Staff training and development
- Inventory management
- Negotiation
- Customer service
- Performance analysis
Timeline
Call Center Support Supervisor
AT&T Mobility Call Center
08.2020 - 06.2022
TEAM LEAD/Supervisor of Operations
VERSITI BLOOD CENTERS OF INDIANA
04.2019 - 04.2020
OWNER/Operator
TASTE FROM THE LAND CATERING
01.2017 - Current
Lead Charge Nurse
THE AMERICAN REDCROSS
08.2012 - 04.2019
BBA - Business Administration And Management
JOHNSON AND WALES UNIVERSITY
CERTIFICATION/DIPLOMA - MEDICAL ASSISTANT
SANFORD BROWN COLLEGE
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