Latecia Johnson
Summary
Over 20 years of progressively gaining more responsibility in fast-paced environments in the areas of customer service management, merchandising, inventory control, cash receipts, book-keeping, accounting, and overall office management. I am highly skilled in delivering customer service and resolving conflict/issues. I am a quick study and have great attention to detail.
Overview
22
22
years of professional experience
Work History
Customer Service Manager
Harris Teeter
01.2020 - Current
- Lead a team of cashiers, baggers, and service desk associates to deliver high-quality customer service.
- Oversee daily front end operations, including cash office procedures, scheduling, and breaks.
- Resolve escalated customer issues quickly and professionally to maintain store loyalty.
- Manage returns, refunds, WIC/EBT transactions, pickups, and special orders.
- Train new hires on POS use, store policies, customre service expectations, and safety protocols.
- Monitor checkout lines and adjust staffing to reduce wait times.
- Track performance metrics and coach employees to improve accuracy, speed, and service quality.
- Collaborate with department managers to ensure consistent store standards and customer experience.
Store Accountant
Harris Teeter
07.2015 - 01.2020
- Responsible for the full accounting of all financial aspects of the store and perform other duties as needed.
- Reconcile ~$80K + in daily sales receipts with cash drawer contents from the close of the previous day.
- Research and resolve discrepancies in cash drawer receipts.
- Prepare documents and reconciliation packages to be sent to the corporate office.
- Perform test checks, count tills, and maintain logs on the cash drawers of all front-end employees.
- Perform daily store opening tasks.
- Manage an inventory of ~$50K + in lottery tickets/scratch-offs.
- Check and sort the incoming and outgoing mail.
- Greet customers on phone calls and re-direct inquiries as appropriate.
- Assist customers by processing money orders, western union, and lottery sales.
Bookkeeper
Shoppers Food Warehouse
03.2008 - 07.2015
- Responsible for the full accounting of cash drawers at the end of the shift and performed many other duties as needed.
- Developed new standard operating procedures to improve daily reconciliations.
- Reconciled ~$70 + in sales receipts with the drawer contents at the end of shifts.
- Prepared documents to be sent to the corporate office.
- Counted tills and maintained logs on cash drawers.
- Performed daily store closings.
- Manned other store units as needed to cover for breaks, e.g., florals, the deli, produce, etc.
- Checked and sorted the incoming and outgoing mail.
- Processed money orders, money gram, global bill payment, and lottery sales for customers.
Customer Service Manager
Shoppers Food Warehouse
01.2006 - 01.2015
- Responsible for the operation of customer check-out lines for the entire shift in a fast-paced environment. Supervised up to 20 cashiers with typically 10 cashiers in the store to cover a shift.
- Oversaw the timing of breaks to ensure that customer lines were continually moving.
- Approved over-rides and special transactions as needed.
- Set high standards for customer service.
- Trained new employees on managing a cash drawer and processing transactions.
- Created a supportive team environment for employees.
- Addressed employee performance or conduct issues as needed.
- Monitored the facility to ensure the safety of occupants.
- Oversaw sales floor activities. Assisted customers and addressed concerns.
- Assisted with product displays and sales pricing changes.
- Participated in inventory checks.
Store Manager
SNOZ-A-SHAKEN
12.2003 - 03.2006
- Responsible for the management of a satellite store.
- Handled all merchandising, inventory control, ordering, and maintenance.
- Prepared smoothies and other food items.
- Opened and closed store, handled customer service issues, and oversaw cash control.
- Assisted with merchandising and promotions efforts.
- Managed and regularly reviewed the store grading systems to ensure optimum stock levels.
- Ensured proper handling of daily receipts, balanced registers and bank accounts.
- Prepared and made deposits.
Education
General Education Diploma -
1 2011
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
Timeline
Customer Service Manager
Harris Teeter
01.2020 - Current
Store Accountant
Harris Teeter
07.2015 - 01.2020
Bookkeeper
Shoppers Food Warehouse
03.2008 - 07.2015
Customer Service Manager
Shoppers Food Warehouse
01.2006 - 01.2015
Store Manager
SNOZ-A-SHAKEN
12.2003 - 03.2006