Sean Johnson
Tallahassee
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Full Service Shopper
Instacart
Tallahassee
09.2023 - Current
- Utilized knowledge of product locations within store in order to expedite shopping processes for customers' orders.
- Maintained positive relationships with grocery store personnel by being consistently professional and friendly.
- Performed grocery shopping for customers according to their specified list of items.
- Organized and packed groceries in bags or boxes for easy transport.
- Scanned items when pulling from shelves to update system stock information.
- Exceeded customer expectations consistently as evidenced by highest feedback ratings, frequent repeat customers, and increasingly high tips.
Member Advocate
Gulf Winds Credit Union
Tallahassee
08.2024 - 03.2025
- Processed cash and check deposits every day.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Completed transactions for membership renewals and extensions.
- Prevented key account losses by researching discrepancies and correcting problems.
- Consulted with customers regarding needs and addressed concerns.
- Advised customers on best practices for managing their accounts, including loan repayment options and budgeting strategies.
- Assisted with the implementation of new member services initiatives, such as online banking and mobile applications.
- Strengthened customer retention by offering discount options.
- Identified areas for improvement in existing processes and procedures related to member services.
- Provided exceptional customer service to members by responding promptly and courteously to inquiries, concerns, and requests.
- Resolved escalated issues or complaints in a timely manner while maintaining a high level of professionalism.
- Answered member questions about products and services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Reviewed new account applications to verify eligibility of prospective members.
- Developed customized solutions based on individual needs that would improve overall experience with the bank's services.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Supported sales team members to drive growth and development.
- Collaborated with other departments to ensure customer satisfaction with products and services offered by the bank.
REMOTE SERVICES ASSISTANT MANAGER
First Commerce Credit Union
Tallahassee
10.2023 - 10.2024
- Facilitated hiring and onboarding of new employees to enhance team capabilities.
- Oversaw daily operations of Contact Center Specialists to ensure service excellence.
- Monitored staff performance, coaching individuals to elevate member service skills.
- Maintained extensive knowledge of credit union products and services for accurate support.
- Acted as a key resource, addressing inquiries, assigning tasks, and providing guidance.
- Developed and delivered performance improvement plans while managing disciplinary actions.
- Ensured compliance with credit union policies while suggesting procedural optimizations.
- Prepared monthly and annual performance reports to monitor key metrics and outcomes.
Sales Supervisor
Bed Bath and Beyond
Tallahassee
09.2021 - 09.2022
- Led merchandising department by demonstrating advanced product knowledge and overseeing restocking and organization.
- Responded promptly to customer inquiries and requests with professionalism.
- Educated customers on merchandise features, differences, and provided purchasing guidance.
- Coached and trained associates to enhance team performance across store operations.
- Executed store initiatives to promote additional products and services in merchandise category.
- Conducted interviews for prospective candidates and developed associates' skills within department.
- Managed associate performance through evaluations and career progression planning.
- Assigned tasks and monitored schedules and breaks for department associates.
ASSISTANT MANAGER/OPERATIONS-CLIENT SERVICES
SUGARBROOK FARMS
TALLAHASSEE
04.2010 - 09.2021
- Supervised daily operations as part-time Assistant Manager at horse stable enterprise.
- Managed client schedules, customer service, marketing, financial reporting, and billing processes.
- Coordinated special events, including horse shows, clinics, and summer camps.
- Organized training programs for paid employees and volunteers.
- Facilitated communication between clients and veterinarians/farriers to enhance service delivery.
- Oversaw horse boarding management and owner relations for optimal satisfaction.
- Implemented efficient recordkeeping practices to streamline business operations.
WORKFORCE MANAGEMENT ANALYST
Continuum Global Solutions, LLC
TALLAHASSEE
10.2018 - 05.2021
- Assisted in management of Medicare Service Operation contact center with over 300 agents across multiple states.
- Focused on agent scheduling, forecasting, reporting, and communications with agents and clients.
- Managed daily workflow by assigning tasks to administrative staff, ensuring timely completion.
- Conducted quality assurance and risk management through performance monitoring and data analysis.
- Provided technical assistance and training to staff members and new hires.
- Implemented and enforced new processes, procedures, and guidelines for operational efficiency.
- Monitored programs as directed by management to ensure successful outcomes.
- Generated memos, emails, and reports in response to incoming communications and inquiries.
CUSTOMER SERVICE REPRESENTATIVE
Continuum Global Solutions, LLC
TALLAHASSEE
01.2016 - 10.2018
- Executed one-on-one client communication to assess needs effectively.
- Researched and resolved client issues, ensuring prompt solutions.
- Utilized various computer applications with a focus on speed and accuracy.
- Reviewed, approved, and processed client payments while tracking invoices and expenditures.
- Conducted quality assurance and risk management activities to monitor compliance.
- Audited and analyzed data to enhance performance metrics.
- Recommended additional products and services to clients based on retail insights.
- Addressed customer needs through efficient issue resolution strategies.
PRODUCE CLERK
PUBLIX SUPERMARKET
TALLAHASSEE
05.2011 - 12.2015
- Maintained accurate inventory control to ensure product availability.
- Received and unloaded trucks, handling boxes and crates of produce.
- Executed code dating, price marking, and stocking of displays with quality assurance.
- Delivered exceptional customer service to enhance shopping experience.
Education
Associate of Arts - Information Technology
Tallahassee Community College
Tallahassee, FL05-2026
Associate of Arts -
NORTH FLORIDA COLLEGE
MADISON, FL01.2012
High School Diploma -
MADISON COUNTY HIGH SCHOOL
MADISON, FL01.2010
Skills
- Customer service skills
- Client relations
- Workforce management
- Administrative skills
- Call center experience
- Management experience
- Verbal communication skills
- Written communication skills
- Team player
- Quality-focused work habits
- Multi-tasking
- Computer applications proficiency
- Internet proficiency
- Aspect EWFM
- Aspect RTA
- CMS
- WFO
- Intradiem
- Microsoft Office
- Quick learner
- Sense of humor
- Strong work ethic
- Banking technology-savvy
- Banking procedures
- Mobile banking technology
- Strong sense of banking ethics
- Mobile banking support
- Banking guidance
- Banking best practices
- Digital banking
Hobbies and Interests
- Blackbelt taekwondo
- Beach
- Bodybuilding
- Driving
- Football
- Video games
- Listening to music
- Movies
- Tennis
- Horseback riding
References
References furnished upon request.
Languages
Spanish, basic
Certification
- Notary Public - State of Florida
Timeline
Member Advocate
Gulf Winds Credit Union
08.2024 - 03.2025
REMOTE SERVICES ASSISTANT MANAGER
First Commerce Credit Union
10.2023 - 10.2024
Full Service Shopper
Instacart
09.2023 - Current
Sales Supervisor
Bed Bath and Beyond
09.2021 - 09.2022
WORKFORCE MANAGEMENT ANALYST
Continuum Global Solutions, LLC
10.2018 - 05.2021
CUSTOMER SERVICE REPRESENTATIVE
Continuum Global Solutions, LLC
01.2016 - 10.2018
PRODUCE CLERK
PUBLIX SUPERMARKET
05.2011 - 12.2015
ASSISTANT MANAGER/OPERATIONS-CLIENT SERVICES
SUGARBROOK FARMS
04.2010 - 09.2021
Associate of Arts - Information Technology
Tallahassee Community College
Associate of Arts -
NORTH FLORIDA COLLEGE
High School Diploma -
MADISON COUNTY HIGH SCHOOL
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