Summary
Overview
Work History
Education
Skills
Timeline
Generic

SAMANTHA JOHNSON

Jacksonville

Summary

Resourceful and adaptable Manager with over 18 years of experience in scheduling, staff training, protocol development and process improvements. Meticulous team builder with expertise in employee engagement, customer relationship management (CRM), time management and conflict resolution. Customer-focused leader seeking to leverage background into an assistant or operations manager role with a progressive organization.

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

23
23
years of professional experience

Work History

Senior Project Manager

ADT Security
Jacksonville
04.2024 - 01.2025
  • Define project scope & goals.
  • Develop detailed project plans & timelines.
  • Identify potential risk and mitigation strategies.
  • Assemble and manage project teams.
  • Delegate tasks & responsibilities.
  • Provide guidance & responsibilities.
  • Monitor individual performance and address issues.
  • Track project progress.
  • Conduct regular status meetings with stake holders.
  • Manage project changes and updates.
  • Communicate effectively with clients, team members, and senior management.
  • Managed project timelines and budgets to ensure timely delivery of services.
  • Coordinated cross-functional collaboration between engineering, sales, and installation teams.
  • Developed comprehensive project plans outlining scope, resources, and schedules.
  • Facilitated stakeholder meetings to gather requirements and address concerns effectively.
  • Analyzed project risks and developed mitigation strategies to minimize impact.
  • Oversaw compliance with industry standards and regulations in all project phases.
  • Delivered high level of service to clients to extend relationship and encourage further projects.
  • Managed project scope, timeline and budget in alignment with company objectives.
  • Monitored progress of projects against established timelines and budgets.
  • Established best practices for managing complex projects successfully.
  • Liaised between senior management, project team members and clients to ensure effective communication throughout the duration of the project.
  • Created detailed reports on project status, issues, risks and opportunities.
  • Coordinated resources across multiple departments and teams to ensure successful completion of projects.

Trainer

ADT Security
Jacksonville
05.2022 - 04.2024
  • Developed training materials for security system installation and maintenance.
  • Conducted hands-on training sessions for new and existing employees.
  • Facilitated workshops on customer service and communication skills.
  • Evaluated employee performance through assessments and feedback sessions.
  • Collaborated with management to identify training needs and objectives.
  • Assisted in the onboarding process for new hires in security operations.
  • Maintained up-to-date knowledge of industry trends and security technologies.
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Adapted teaching methods according to the needs of individual learners or groups.
  • Documented all training activities including attendance records, feedback forms, surveys.
  • Maintained up-to-date records of trainee progress and provided regular updates to management team.
  • Recommended changes or improvements in existing training processes as needed.
  • Resolved any issues raised by participants during the training session in a timely manner.

Customer Service Manager

ADT Security
Jacksonville
03.2016 - 05.2022
  • Managed customer service team to ensure high-quality support and satisfaction.
  • Developed training programs to enhance staff skills and product knowledge.
  • Implemented process improvements to streamline customer service operations.
  • Analyzed customer feedback to identify trends and enhance service offerings.
  • Coordinated with other departments to address customer needs effectively.
  • Monitored service metrics to ensure adherence to company standards.
  • Conducted regular performance reviews to guide team development and growth.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.

Supervisor

Carlex Glass America LLC
Ligonier
02.2012 - 02.2016
  • Processed personnel paperwork and planned schedules to ensure top efficiency.
  • Provided input for performance reviews and identified areas for additional improvement.
  • Set clear priorities and production quality standards.
  • Assigned tasks to employees and monitored productivity, performance, and task completion.
  • Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity.
  • Ensured compliance with workplace policies and safety objectives.
  • Supervised staff and monitored performance, as well as coached and mentor in daily responsibilities.
  • Offered instruction, coaching and motivation to employees.

Manager

Sally Beauty Supply LLC
Warsaw
08.2007 - 02.2012
  • Supervised, developed, and delegated tasks to employees.
  • Recruited, hired, and trained employees for marketing and sales department.
  • Communicated store policy violations to upper management to prevent shrinkage and misconduct.
  • Oversaw store opening and closing, including reconciling cash drawers, and making bank deposits.
  • Met with each associate to establish realistic monthly sales goals.

Manager

Regis Corp
Goshen
07.2002 - 06.2007
  • Coordinated and launched grand openings for two new stores.
  • Managed twenty direct reports, including completion of recruiting, and hiring processes.
  • Supervised and trained customer service team members to provide exceptional service throughout the entire experience.
  • Recruited and trained new staff members and produced employee schedules.
  • Led staff meetings for team members to communicate company changes and goals.
  • Oversaw store opening and closing, including reconciling cash drawers, and making bank deposits.
  • Standardized processes across all companies and upper-level management by implementing best practices and communicating guidelines.
  • Extended existing customer relationships through extensive communication and tried-and-true marketing strategies.
  • Assessed client needs and promoted products and services to fit unique criteria.
  • Met with each associate to establish realistic monthly sales goals.

Education

High School Diploma - Cosmetology

Northridge High School
Middlebury, IN
01.2002

Skills

  • Staff Development
  • Effective team player
  • Employee scheduling
  • Multi-tasker
  • Superior organization skills
  • Strong communication skills
  • Microsoft/Excel/PowerPoint
  • Detail oriented
  • Personnel training
  • Attitude adaptive
  • Team player
  • Flexible scheduling
  • Project management
  • Problem solving
  • Project scheduling
  • Documentation management
  • KPI tracking
  • Quality control
  • Client relations
  • Project goals and milestones
  • Meeting facilitation
  • Meeting participation
  • Client liaison

Timeline

Senior Project Manager

ADT Security
04.2024 - 01.2025

Trainer

ADT Security
05.2022 - 04.2024

Customer Service Manager

ADT Security
03.2016 - 05.2022

Supervisor

Carlex Glass America LLC
02.2012 - 02.2016

Manager

Sally Beauty Supply LLC
08.2007 - 02.2012

Manager

Regis Corp
07.2002 - 06.2007

High School Diploma - Cosmetology

Northridge High School

Similar Profiles

CREATE PROFILE