Melissa Johnson
Elkton,MD
Summary
Results-driven professional with a background in customer service management and caregiving support. Strong in leadership, relationship building, and decision-making, with a focus on creating efficient, customer-ready operations. Committed to service quality, staff development, and positive customer outcomes.
Overview
26
26
years of professional experience
Work History
Customer Service Manager
Foodlion Grocery Store
04.2014 - Current
- Resolved customer complaints professionally, maintaining satisfaction and protecting store reputation.
- Supervised front-end operations, ensuring smooth customer flow and prompt issue resolution.
- Trained cashiers and service associates on register procedures, customer interaction, and store policies.
- Monitored checkout accuracy, bagging standards, and compliance with payment and safety procedures.
- Coordinated daily staffing coverage, adjusting assignments to support peak traffic and service demands.
- Reinforced loss prevention practices, reducing register errors and merchandise shrink exposure.
- Supported inventory replenishment and recovery tasks to keep sales floor organized and customer-ready.
- Coached team members on service expectations, improving consistency, speed, and communication.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Private Caregiver
Self
03.2001 - 02.2014
- Provided daily personal care, including bathing, dressing, grooming, and mobility support.
- Monitored medication schedules and reported health changes promptly to family members and care teams.
- Prepared nutritious meals aligned with dietary needs and physician instructions.
- Maintained safe, clean living spaces through housekeeping, laundry, and sanitation routines.
- Assisted with transportation, appointments, and errands to support consistent daily routines.
- Documented client observations, symptoms, and care activities for accurate communication.
- Coordinated care tasks with family members to ensure dependable, organized support.
- Maintained clean, safe, and well-organized patient environment.
- Provided emotional support and companionship to patients, promoting overall wellbeing.
- Handled household management tasks like laundry, light housekeeping and grocery shopping leading to a well-maintained living space.
- Maintained a safe and clean environment, reducing the risk of infection or injury.
- Assisted with personal hygiene tasks such as bathing, grooming, and dressing for enhanced self-esteem.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted clients with daily living activities for improved quality of life.
- Provided safe mobility support to help patients move around personal and public spaces.
- Managed patient medications, ensuring accurate dosages and timely administration.
- Enhanced patient comfort by providing compassionate and attentive personal care.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
Education
High School Diploma -
Cecil Cummunity College
Elkton, MDSkills
- Customer service
- Customer relations
- Microsoft Office
- Call center management
- Cash handling
- Microsoft Office Suite
- Problem-solving
- Financial transaction oversight
- High service standards
- Team leadership
- Team building and leadership
- Staff training
- Customer service operations
- Exceptional telephone etiquette
- Constructive feedback
- Schedule coordination
Accomplishments
Compliance officer at FoodLion for Western Union
Timeline
Customer Service Manager
Foodlion Grocery Store
04.2014 - Current
Private Caregiver
Self
03.2001 - 02.2014
High School Diploma -
Cecil Cummunity College