Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Myra Johnson

Chicago,IL

Summary

Customer service professional with expertise in identifying and addressing customer needs while exceeding service expectations. Demonstrated success in optimizing service processes and enhancing team productivity, leading to improved customer loyalty and retention. Skilled in conflict resolution and team leadership, with a focus on achieving organizational goals and maintaining high efficiency. Proficient in communication and problem-solving, consistently meeting and surpassing customer service objectives.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Vendor Relationship Manager

State Farm Insurance Inc
Bloomington, IL
08.2020 - 02.2024
  • Led team of 12 relationship managers to ensure exceptional service quality through vendor performance monitoring.
  • Facilitated issue resolution as liaison between tenants and property managers.
  • Collaborated with customers to identify service needs and supported enhancements for a productive environment.
  • Saved $397,000 by designing a work intake tool to automate data capture, work tracking, and resource management.
  • Analyzed vendor performance data to identify areas for improvement or cost savings opportunities.
  • Managed performance evaluations and swiftly resolved issues to boost customer satisfaction.
  • Developed communication and problem-solving skills through stakeholder coordination.
  • Negotiated pricing and terms with vendors to secure favorable contracts.
  • Maintained daily communications with multiple vendors to align on objectives.
  • Coordinated with cross-functional teams for successful execution of vendor projects.

Facility Manager

State Farm Insurance Inc
Ballston Spa, NY
06.2018 - 08.2020
  • Supervised personnel across technical support, food service, mail services, maintenance, security, and loss prevention.
  • Acted as trusted point of contact, addressing requests and concerns to enhance service experience.
  • Redesigned computer hardware order and installation workflow, achieving annual savings of $86,000.
  • Planned and coordinated maintenance activities for facility equipment and systems.
  • Implemented energy management initiatives to promote sustainability throughout the facility.
  • Reviewed work orders for accuracy and compliance with safety regulations.
  • Recruited, trained, and evaluated performance of staff in daily operations.
  • Managed contracts for building services, including janitorial and security services.

Business Process Analyst

State Farm Insurance Inc
Alpharetta, GA
09.2014 - 06.2018
  • Implemented lean concepts and quality control monitoring to identify and address improvement opportunities.
  • Achieved 4 million piece volume increase in mail processing without additional staffing or overtime costs.
  • Facilitated stakeholder meetings to collaboratively discuss and prioritize process improvements.
  • Monitored performance metrics to assess effectiveness of implemented process enhancements.
  • Tracked key performance indicators to evaluate success of changes made.

Learning and Development Specialist

State Farm Insurance Inc
Duluth, GA
05.2004 - 08.2014
  • Facilitated Customer Service Skills training and developed comprehensive course materials including lesson plans and job aids.
  • Conducted post-training evaluations to assess instructional effectiveness and program outcomes.
  • Analyzed customer feedback to determine necessary skills training interventions.
  • Collaborated with subject matter experts to design engaging e-learning content.
  • Provided individualized coaching support targeting specific areas for improvement.
  • Promoted a culture of continuous learning by advising on adult education best practices.
  • Coached new managers on how to lead their teams effectively.
  • Implemented innovative approaches to enhance the effectiveness of existing leadership development initiatives.
  • Evaluated the impact of current leadership training programs and recommended changes for improvement.
  • Conducted individual coaching sessions with high-level executives.

Unisys University Consultant

Unisys Corporation
Mission Viejo, CA
07.2002 - 04.2004
  • Delivered training consultancy for sales associates across 26 Western States.
  • Implemented sales improvement strategy, achieving 10% increase in closed contracts within six months.
  • Evaluated the effectiveness of training programs by measuring changes in job performance after completion of program.
  • Collaborated with managers to enhance customer service standards across all locations.
  • Analyzed customer feedback data to identify skill gaps among sales staff.
  • Developed a tracking system to measure success rates of training objectives.

Education

Master of Science - Organizational Development

University of Georgia
GA
05-2008

Bachelor of Science - Workforce Education And Development

Southern Illinois University, Carbondale
Carbondale, IL
05-1995

Skills

  • Customer service training
  • Communication skills
  • Team leadership
  • Problem solving
  • Issue resolution
  • Vendor management
  • Cross-functional collaboration
  • Product marketing
  • Leadership development
  • Sales training
  • Stakeholder engagement

Certification

  • Certified Six Sigma Black Belt (CSSBB); 2008

Affiliations

  • Volunteer - Training and Recruitment Director; The Prodigy Project, 2004 - 2008

Timeline

Vendor Relationship Manager

State Farm Insurance Inc
08.2020 - 02.2024

Facility Manager

State Farm Insurance Inc
06.2018 - 08.2020

Business Process Analyst

State Farm Insurance Inc
09.2014 - 06.2018

Learning and Development Specialist

State Farm Insurance Inc
05.2004 - 08.2014

Unisys University Consultant

Unisys Corporation
07.2002 - 04.2004

Master of Science - Organizational Development

University of Georgia

Bachelor of Science - Workforce Education And Development

Southern Illinois University, Carbondale