Gertrude Johnson
Starke,FL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
32
32
years of professional experience
Work History
Program Manager
NCBA, National Caucus And Center On Black Aging
04.2023 - Current
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
- Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
- Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Managed senior-level personnel working in marketing and sales capacities.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Career Coordinator
AMIkids
05.2021 - 04.2023
- Conducted individual counseling sessions with students, addressing their unique needs and concerns regarding career development.
- Advised students on educational, career and social opportunities.
- Assisted students in exploring and selecting career paths.
- Helped students develop organizational, time management and study skills.
- Facilitated workshops centered around soft skills development such as teamwork, communication, problem-solving abilities.
- Assisted students in identifying appropriate work-study placements that aligned with their academic interests and long-term goals.
- Advocated for students to access available resources.
- Organized successful on-campus career fairs, connecting students to valuable employment opportunities.
- Encouraged students to explore age-appropriate and career-related opportunities.
- Empowered students through counseling and skill-building exercises.
- Increased student confidence in interviews with tailored mock interview sessions and feedback.
Center Manager
CareerSource Florida
10.2019 - 05.2021
- Performed statistical analyses to gather data for operational and forecast team needs.
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Ensured compliance with all relevant regulations, maintaining a safe and secure environment for staff members and clients alike.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Introduced various initiatives aimed at improving employee engagement levels within the workplace which led to reduced turnover rates amongst staff members.
- Initiated new marketing campaigns that effectively raised brand awareness, attracting more customers to the center.
- Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
- Evaluated the performance of vendors and suppliers regularly to ensure service quality was maintained while identifying opportunities for cost reduction.
- Spearheaded process improvements, leading to enhanced efficiency in service delivery and increased customer loyalty.
Customer Service Representative
AT&T
06.2004 - 06.2015
- Answered constant flow of customer calls with minimal wait times.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed and updated databases to handle customer data.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
Operations Manager
BJ's Wholesale
06.1992 - 05.2004
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Trained and guided team members to maintain high productivity and performance metrics.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed systems and procedures to improve operational quality and team efficiency.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Education
Bachelor of Science - Business Administration And Management
Bloomfield College
Bloomfield, NJ05.1992
Certification - Mathematics And Computer Science
Stevens Institute of Technology
Hoboken, NJ03.1990
Associate of Science - Mathematics
Georgian Court University
Lakewood, NJ05.1987
Skills
- Onboarding and Orientation
- Data Collection & Research
- Budget Preparation
- Strategic Direction
- Staff Management
- Documentation And Reporting
- Relationship Building
- Professional and Courteous
- Team leadership and direction
- Event Planning and Execution
- Team training and development
- Interpersonal Skills
- Community Outreach
- Risk Analysis and Management
- Business Administration
- Cross functional Team Builder
- Human Resource Management
- Scheduling and Coordinating
- Effective Negotiations
- Computer Skills
- Problem-Solving
- Staff Training
- Employee Scheduling
- Teamwork and Collaboration
- Goal Setting
- OSHA Compliance
- Flexible and Adaptable
- Customer Service
- Hiring and Training
- Critical Thinking
Timeline
Program Manager
NCBA, National Caucus And Center On Black Aging
04.2023 - Current
Career Coordinator
AMIkids
05.2021 - 04.2023
Center Manager
CareerSource Florida
10.2019 - 05.2021
Customer Service Representative
AT&T
06.2004 - 06.2015
Operations Manager
BJ's Wholesale
06.1992 - 05.2004
Bachelor of Science - Business Administration And Management
Bloomfield College
Certification - Mathematics And Computer Science
Stevens Institute of Technology
Associate of Science - Mathematics
Georgian Court University
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