Sharaina Johnson
Brooklyn,NY
Summary
Motivated operations and customer service professional with over 10 plus years of experience supporting administrative tasks, coordinating workflow, and maintaining strong customer relationships. Recognized for reliability, organization, and the ability to assist teams in fast-paced environments. Dedicated to expanding leadership skills and growing into a management position where I can contribute to team development, operational efficiency, and business growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Key Holder Supervisor
Optimum/Altice USA
04.2024 - 10.2025
- Managed client accounts and files including sales contracts, records of client interactions, client notes, and other sensitive client/ company data related information.
- Directed support team members in task management and employed cloud-based tools to resolve complicated business issues.
- Established strong client relationships by addressing inquiries, analyzing client needs, resolving issues, and maintaining communication with both potential and existing clients.
- Collected and assessed data to uncover trends in consumer behavior.
- Coordinated daily workflow and analyzed staffing needs to ensure exceptional service delivery.
- Resolved complaints and analyzed customer accounts to deliver suitable solutions and alternatives within established timeframes and conducted follow-ups to ensure resolution.
- Guided and trained new employees on applying best practices in customer service and store operations.
- Optimized opening and closing procedures as key member of store staff.
- Consistently achieved sales targets for each shift through proactive customer engagement and exceptional service delivery.
- Supervised store personnel by assigning tasks and ensuring efficient daily operations.
FedEx Ground Delivery Driver
FedEx Ground
07.2023 - 04.2024
- Collected packages and delivered them along selected routes to residential and business locations.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Left notifications of attempted deliveries for packages requiring signatures, alerting recipients of scheduled future attempts or store location holding package for pick-up.
- Utilized GPS to plan delivery routes with focus on efficiency and deadline management.
- Maintained clean driving record and observed relevant traffic laws to reduce risks.
- Determined quickest and safest routes for delivery by using effective planning and organizational skills.
- Complied with truck driving rules as well as company policies and procedures regarding safe vehicle operations.
Sales Lead Keyholder
T-Mobile by Connectivity Source, LLC
10.2022 - 06.2023
- Utilized CRM software to organize and analyze customer data.
- offered superior customer service with expert information and exact instructions to promote customer satisfaction.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Directed task distribution during high-traffic intervals to sustain operational efficiency and enhance employee concentration.
- Handled customer inquiries and processed confidential information and documentation pertaining to customer accounts.
- Compile precise paperwork adhering to established company guidelines and protocols.
- Handled or assigned all opening and closing tasks.
- optimized inventory tracking
- Guided guests through cellular device transactions and service plans, driving customer retention.
- Supervised associates during each assigned shift and effectively addressed challenges to ensure optimal store performance.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Trained newly hired sales team in upselling techniques.
Inventory Specialist
Nordstrom Rack
10.2021 - 10.2022
- Completed physical inventory counts each month.
- Performed data entry and completed proper paperwork.
- Conducted research to address shipping errors and packaging mistakes.
- Maintained up-to-date price lists to accurately calculate shipping, shortage and demurrage costs.
- Unloaded shipments, reviewed merchandise, and tracked paperwork.
- Audited and corrected discrepancies in inventory numbers.
- Completed daily cycle counts to maintain accuracy of records.
- Inspected incoming and outgoing shipments to identify discrepancies with records.
- Drafted and managed work and shipping orders, bills of lading, and shipping route materials for accurate and compliant recordkeeping.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
Special Education Paraprofessional
Horizon Healthcare Staffing
08.2019 - 12.2021
- Supported students with Personal care and social integration.
- Provided personalized educational, behavioral, and emotional support to individual students for enhanced learning outcomes.
- Collaborated with teachers to create customized classroom environment integral to students' needs.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Monitored student classroom and outdoors activities to promote student safety.
- Offered student support through special accommodations, extra assistance, and assessments.
- Oversaw class of students in absence of instructors.
- Established professional relationships with parents and other teachers to increase rapport and support.
- Responded to emergency situations to resolve immediate safety concerns or direct appropriate personnel for resolution.
- Supervised student transport from home to school sites or designated drop-off points via specialized school bus.
Vendor specialist (Tommy Hilfiger)
Macy's
04.2017 - 05.2018
- Trained and coached new employees on departmental procedure and informed them on basic product knowledge.
- Kept current on market and product trends to effectively answer customer questions.
- Greeted guests promptly with a positive attitude and asked open-ended questions to better understand their shopping needs.
- Received and processed cash and credit payments for in-store purchases.
- Shared product knowledge with customers while making personal recommendations.
- Communicated information to customers about product quality, value and style.
Fine Jewelry Consultant
JCPenney
06.2014 - 08.2016
- Opened the new store location and assisted in training new staff, merchandise placement, placing inventory displays and overall store appearance.
- Managed a wide variety of customer service and administrative task to resolve customer issues quickly.
- Fulfilled customer shipping needs using UPS and USPS methods.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Updated company database with customer and sales information.
- Maintained productive relationships with existing customers through exceptional follow-up after sales.
- Organized and kept track of team and personal sales to ensure daily sales and promotional event goals were met.
- Reorganized sales floor daily to meet company demands.
- Exercised sound judgment in issuing credits and making exceptions to customer policies in order to maintain high levels of customers satisfaction.
- Oversaw department operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Managed store personnel by delegating tasks and supervising daily operations.
- Assisted with team responsibilities by cleaning, managing cash registers, and resolving customer issues or discrepancies.
Sales Consultant
Best Buy
09.2013 - 04.2014
- Described use and operation of merchandise to customers.
- Verified that all merchandise standards were maintained on a daily basis.
- Worked as a team member to ensure highest quality of service to customers.
- Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.
- Administered all POS(point of sale) opening and closing procedures.
- Facilitated monthly and quarterly physical inventory counts.
- Replenished floor stock and processed shipments to ensure product availability for customers.
Direct Sales Agent (IDT energy CO.)
JMS Direct Marketing
12.2012 - 04.2013
- Recruited and trained my own team to successfully deliver sales pitches and navigate through sales field territory.
- Answered customer questions regarding company information and policies.
- Greeted customers politely and responded to questions with knowledgeable service.
- Generated a high volume of referrals.
- Established new customer accounts daily.
Education
Certificate of completion - Cosmetology
Empire Beauty School
Astoria, NY06-2011
N/a - Business Management
Berkeley College
Regents diploma - Math and science
Medgar Evers College Preparatory School
Brooklyn, NY06-2007
Skills
- CRM Software
- Cash handling
- Scheduling coordination
- Store operations
- Inventory monitoring
- Account Management
- Customer service management
- Training and mentoring
- Staff oversight
- Teaching
- Experience working with students
- Special education
Certification
- Cosmetology
- April 2011 to Present
- Certification of completion in cosmetology
- CDL C
- October 2021 to October 2029
- Class C
- Expires: October 2028
- State: NY
- Endorsements: P (Passenger vehicles)
Timeline
Key Holder Supervisor
Optimum/Altice USA
04.2024 - 10.2025
FedEx Ground Delivery Driver
FedEx Ground
07.2023 - 04.2024
Sales Lead Keyholder
T-Mobile by Connectivity Source, LLC
10.2022 - 06.2023
Inventory Specialist
Nordstrom Rack
10.2021 - 10.2022
Special Education Paraprofessional
Horizon Healthcare Staffing
08.2019 - 12.2021
Vendor specialist (Tommy Hilfiger)
Macy's
04.2017 - 05.2018
Fine Jewelry Consultant
JCPenney
06.2014 - 08.2016
Sales Consultant
Best Buy
09.2013 - 04.2014
Direct Sales Agent (IDT energy CO.)
JMS Direct Marketing
12.2012 - 04.2013
Regents diploma - Math and science
Medgar Evers College Preparatory School
Certificate of completion - Cosmetology
Empire Beauty School
N/a - Business Management
Berkeley College
Awards
#1 in "customer care plan service" attachment rates., February 2016, Exceeding the company standard attachment rate by over 40%, Excellence in customer care, February 2015, Awarded #1 in the store district for exceeding company goals by over 40% in customer "care plan" attachment rate for the year.