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
Jacksonville, FL
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
Gainesville, FL
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
Starke, FL
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
Miami, FL
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
Jersey City, NJ
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