Johnna Fontenot
Ville Platte,LA
Summary
Accomplished in enhancing customer satisfaction and streamlining operations, I leveraged my problem-solving abilities and insurance expertise at Progressive Insurance to significantly improve client retention. My leadership in team building and workflow optimization led to a noticeable increase in efficiency and employee morale, showcasing my commitment to excellence and reliability in high-stakes environments.
Overview
11
11
years of professional experience
Work History
Customer Preservation Sr Specialist
Progressive Insurance
10.2024 - Current
- Building customer relationships by proactively identifying and addressing customer needs.
- Implementing preservation measures such as a policy review or rewrite when applicable.
- Educating customers on current or future coverages
- Emphasizing strong communication skills and being detailed oriented.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
CRM Service Rep
Progressive Insurance
07.2023 - 10.2024
- Being knowledgeable of products and services we provide.
- Resolve customers needs or direct them to the right department.
- Processing customer payments.
- Providing excellent customer service skills
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
Store Manager
Cricket Wireless
02.2020 - 05.2023
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Completed point of sale opening and closing procedures.
Front End Coach
Walmart
07.2018 - 10.2019
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Monitored daily cash discrepancies and inventory shrinkage.
Store Manager
Dollar General
04.2014 - 04.2018
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Approved regular payroll submissions for employees.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Optimized checkout process to reduce wait times, improving customer satisfaction scores.
Teller/ Customer Service Rep
Teche Federal Bank
06.2013 - 04.2014
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Educated customers on use of banking website and mobile apps.
- Monitored and reported suspicious activity in line with bank security policies.
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Strengthened customer loyalty with personalized service and attention to detail in transaction processing.
Education
Associate Of Arts And Sciences - Criminal Justice
Remington College
Lafayette, LAChemistry
Xavier University of Louisiana
New Orleans, LASkills
- Multitasking Abilities
- Problem-solving abilities
- Reliability
- Conflict Resolution
- Time management abilities
- Team leadership
- Workflow Optimization
- Professionalism
- Team building
- License in Insurance
- Training and mentoring
- Recruitment and hiring
- Goals and performance
- Scheduling
- Employee reviews
Accomplishments
Created a Timecard Accuracy PowerPoint
Assisted floor supervisor in meetings and helping team members with time cards.
Rising Star achievement
Timeline
Customer Preservation Sr Specialist
Progressive Insurance
10.2024 - Current
CRM Service Rep
Progressive Insurance
07.2023 - 10.2024
Store Manager
Cricket Wireless
02.2020 - 05.2023
Front End Coach
Walmart
07.2018 - 10.2019
Store Manager
Dollar General
04.2014 - 04.2018
Teller/ Customer Service Rep
Teche Federal Bank
06.2013 - 04.2014
Associate Of Arts And Sciences - Criminal Justice
Remington College
Chemistry
Xavier University of Louisiana