Grace Johnson

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Ability to handle customer questions and objections that is consistent with compliance regulations and policies
• Handled escalated calls efficiently, finding satisfactory resolutions for the customers
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Assisted customers in navigating company website and making payment online, viewing transactions and monthly statments, improving overall user experience.
• Effectively communicates with and educates the cardholder pertinent information related to the account
• Maintains up-to-date records of each of the accounts during each service call
• Demonstrates strong organizational and time management skills with the ability to think strategically and analytically
• Achieved monthly metrics, expanded knowledge of the retail card and its relevance to the Credit Bureau and the cardholder
• Enthusiastically maintains friendly and productive relationships with manager and team members
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded proactively and positively to rapid change.

• Delivered exceptional guest experience by answering product usage, walking to its location and finding availability on out-of-stock items
• Reduced discrepancies in inventory records by maintaining thorough documentation and promptly addressing identified issues.
• Conducted comprehensive physical counts, ensuring accurate representation of stock levels ensuring consistent sales.
• Managed time and tasks efficiently and accurately
• Daily meet with the team to establish clear communication of the workflow
• Assisted management in developing strategic plans for inventory control, contributing to improved operational performance.

• Assisted customers with selecting suitable cake designs based on their preferences, demonstrating excellent listening skills and attention to detail.
• Assembled and prepared soft serve standard cakes and blizzard cakes, cupcakes, and treatzzas in a fast-paced environment following restaurant, health and safety standards
• Experienced in decorating with icing, gel, gum paste, fondant, drawing, decorating kits, air brush, edible images and
• Managed material inventory and ordered new materials when needed.

• Performed at above speed in stocking shelves for the wall covering, perishables and pet supplies department
• Assisted in inventory management by conducting regular counts and reporting discrepancies to supervisors.
• Upstocked and downstocked mega pallet racks and maintain accurate records of inventory
• Performed variety of duties as assigned by management for overtime hours, tasks such as but not limited to stocking seasonal and promotional items and perishable
• Demonstrated flexibility in adapting to changing workloads, effectively prioritizing tasks and adjusting as necessary to meet store needs.

• Provided professional and quality maintenance and cleaning services for businesses
• Performed a variety of cleaning tasks including but not limited to sweep, mop, vacuum, dust, empty trash
• Promoted quality customer service and interacted with management to improve service

• Provided teaching expertise in cupcake, cake, cookie, and candy decorating
• Certified instructor in fondant, gumpaste, royal and buttercream icing mediums
• Ability to self promote and drive class enrollments, provided demonstrations during open houses
• Used various store equipment including computer, printer, and cash register for enrollment
• Scheduled monthly classes on the internal portal system, interacts with Customer Experience Manager regarding schedule, policies and procedures
• Participated in professional development opportunities to stay current on educational trends and enhance teaching effectiveness.

Please see above experiences for Michael's Arts and Crafts

• Utilized superior computer skills to transcribe medical reports for 3 Lansing area surgeons
• Readily adapted to the surgeons' varying dictation styles and report formats to provide a quality product
• Skilled at proofreading all transcribed materials and accurately documenting patient care records.
• Consistently met and/or exceeded all deadlines

• Provided the Emergency Services Sergeant and the Training Department with administrative and clerical support
• Successfully wrote and submitted numerous competitive and non-competitive Federal, State and private grants
• Wrote a $65K Federal grant entitled Project Impact and actually received $300K
• Developed a training manual for all employees that outlined policies, procedures and departmental protocol
• Researched the biweekly payroll for 200+ employees; tracked all overtime, personal/paid leave and vacation
• Originally hired as a Clerk, but greatly expanded the position by accepting and successfully completing a wide variety of progressively responsible assignments