Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

SELENA JOHNSON

DOWNINGTOWN,PA

Summary

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

10
10
years of professional experience

Work History

Customer Operations Assistant Manager

DOLLAR TREE
Downingtown, PA
05.2023 - Current
  • Provided guidance and support to customer operations staff on best practices, processes, and procedures.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Worked closely with internal teams to resolve escalated customer issues quickly and efficiently.
  • Managed daily workflow of customer operations team including assigning tasks, monitoring progress, and providing feedback as needed.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Responded promptly to any escalations from customers regarding their orders or services provided.
  • Conducted audits of existing processes to ensure compliance with company policies and regulations.
  • Delegated work to staff, setting priorities and goals.
  • Ensured that all customer inquiries were handled promptly and professionally.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Prepared staff work schedules and assigned team members to specific duties.

Customer Service Associate

Home Depot
Downingtown, PA
04.2023 - 06.2023
  • Addressed inquiries, resolved customer issues, and managed customer relations.
  • Developed relationships with key clients through regular contact and follow-up communication.
  • Handled cash register operations accurately during peak times.
  • Educated customers on special pricing opportunities and company offerings.
  • Maintained customer privacy and protected company operations by keeping information private and confidential.
  • Maintained an organized system for tracking customer interactions and feedback.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Suggested product solutions based on individual customer needs.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Assisted customers with returns, exchanges, refunds, and other transactions as needed.
  • Prepared work orders, bills of lading or shipping orders to route materials.
  • Prepared, coordinated and communicated price quotes, terms of sale, delivery dates and service obligations to customers and contractors.
  • Participated in regular meetings with staff members in other departments regarding order fulfillment processes.
  • Updated internal databases with information related to customer orders including address changes or cancellations.
  • Generated purchase orders for new product requests from customers according to established procedures.
  • Tracked shipment progress using tracking numbers provided by carriers.
  • Coordinated communication between customers, sales representatives, warehouse personnel, and vendors regarding order status.

Senior Financial Services Representative

CITADEL FEDERAL CREDIT UNION
DOWNINGTOWN, PA
11.2017 - 02.2023
  • Coached newly hired colleagues on banking services and operations procedures
  • Determined customers' financial services needs to prepare proposals to sell services addressing needs
  • Contacted prospective customers to present information and explain available services
  • Opened customer accounts by recording account information
  • Maintained financial accounts by processing customer adjustments
  • Assisted members in managing online services to help achieve daily banking needs at home
  • Determined charges for services requested, collected deposits or payments, and arranged for billing
  • Referred unresolved customer grievances to designated departments for further investigation
  • Investigated product concerns and communicated with departments to understand customer issues
  • Met and exceeded daily service quality and performance goals
  • Engaged with customers to understand needs, resolve issues and answer product questions
  • Prepared and processed forms to change customer service levels
  • Worked to determine cause of product malfunctions
  • Managed time by prioritizing workload and juggling multiple tasks simultaneously
  • Updated customer accounts with current personal and purchasing information
  • Remained calm, composed and polite to deescalate aggressive customer behavior
  • Followed scripts to maintain good call control
  • Served as friendly first point of contact for customer inquiries
  • Upsold and cross-sold add-on purchases to increase sales
  • Kept updated on available products, services and promotions
  • Referred tricky customer issues to designated department for resolution
  • Made informed decisions under stressful circumstances.
  • Applied strict company and regulatory standards when producing contracts and documentation.
  • Educated customers on various aspects of personal finance such as budgeting techniques, retirement planning strategies.
  • Researched new products in order to provide clients with up-to-date information about available investment options.
  • Responded promptly to customer inquiries via phone or email.
  • Maintained accurate records of customer accounts including transactions and balances.
  • Generated leads through cold calling prospective clients.

Financial Services Representative

CITADEL FEDERAL CREDIT UNION
THORNDALE, PA
05.2016 - 11.2017
  • Employed excellent money handling abilities to operate and balance cash drawer daily
  • Followed company and regulatory policies to protect customer and bank assets
  • Handled diverse customer needs related to financial products, lines of credit and account features
  • Monitored customer transactions to detect, address and report signs of fraud
  • Presented professional image and communication with co-workers, management and customers
  • Reduced customer wait times by actively engaging, greeting and directing client lobby traffic
  • Issued travelers' checks, cashier's checks and money orders to meet customer requests
  • Listened to customers and recognized stated and unstated needs to effectively cross-sell bank products
  • Reviewed documents for proper signatures and verified customer identity to process deposits and withdrawals
  • Protected assets and security with strong adherence to confidentiality and data management practices
  • Promoted digital services, educating customers on mobile check deposits, e-statements and online bill pay
  • Entered account transactions into financial software and reconciled daily data to balance totals
  • Promoted customer referral programs and assisted with sign-ups for promotional offers
  • Supported daily branch operations by completing opening and closing duties
  • Explained and answered questions related to service policies and account fees
  • Advised customers on foreign currency regulations and calculated transaction fees
  • Settled transactions by issuing checks to bond owners
  • Identified mistakes leading to discrepancies in records, taking action to prevent reoccurrence
  • Supported customers by coordinating special actions like ordering new bank cards and personal checks
  • Complied with applicable banking laws and regulations, following company's security and operational procedures
  • Maintained balanced cash drawers by carefully counting funds and quickly investigating discrepancies
  • Served as first point of contact for clients, creating positive first impressions through friendly and expert customer service.

Financial Services Representative

CITADEL FEDERAL CREDIT UNION
DOWNINGTOWN, PA
01.2014 - 12.2015
  • Employed excellent money handling abilities to operate and balance cash drawer daily
  • Handled diverse customer needs related to financial products, lines of credit and account features
  • Followed company and regulatory policies to protect customer and bank assets
  • Explained and answered questions related to service policies and account fees
  • Entered account transactions into financial software and reconciled daily data to balance totals
  • Developed relationships with customers, suggested suitable bank services and met banking needs.
  • Managed multiple accounts simultaneously while ensuring compliance with all relevant laws.
  • Analyzed financial data to identify opportunities for increasing profitability.

Education

Associate of Applied Science - Accounting

Delaware County Community College
Media, PA
06-2026

Skills

  • Inbound call answering
  • Data entry
  • Sales closing
  • Banking operations support
  • Product sales
  • Product knowledge
  • Customer service excellence
  • Organization and recordkeeping
  • Inventory Management
  • Customer Service Management
  • Financial Oversight
  • Employee Development
  • Data Analysis
  • Recruitment
  • Operations Oversight
  • Relationship Building
  • Teamwork and Collaboration
  • Customer Relations
  • Business Leadership
  • Sales Coaching
  • Team Leadership
  • Delegating Work
  • Staff Scheduling
  • Organizational Structuring
  • Performance Evaluations

Affiliations

  • Reading
  • Planting
  • Playing the Keyboard
  • Taking Pictures

Timeline

Customer Operations Assistant Manager

DOLLAR TREE
05.2023 - Current

Customer Service Associate

Home Depot
04.2023 - 06.2023

Senior Financial Services Representative

CITADEL FEDERAL CREDIT UNION
11.2017 - 02.2023

Financial Services Representative

CITADEL FEDERAL CREDIT UNION
05.2016 - 11.2017

Financial Services Representative

CITADEL FEDERAL CREDIT UNION
01.2014 - 12.2015

Associate of Applied Science - Accounting

Delaware County Community College

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