SELENA JOHNSON
Downingtown,PA
Summary
. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Customer Operations Assistant Manager
DOLLAR TREE
05.2023 - Current
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Conducted audits of existing processes to ensure compliance with company policies and regulations.
- Ensured that all customer inquiries were handled promptly and professionally.
- Reduced response times by effectively delegating tasks among team members based on individual strengths.
- Provided personalized assistance to shoppers with special needs or requests, enhancing their retail experience significantly.
- Managed and motivated employees to be productive and engaged in work.
Senior Financial Services Representative
CITADEL FEDERAL CREDIT UNION
01.2010 - 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
- Determined charges for services requested, collected deposits or payments, and arranged for billing
- Collaborated with team members to identify opportunities for increasing revenue and improving overall performance
- Met and exceeded daily service quality and performance goals
- Engaged with customers to understand needs, resolve issues and answer product questions
- 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
- Maintained accurate records of customer accounts including transactions and balances.
- Generated leads through cold calling prospective clients.
Education
Associate of Applied Science - Accounting
Delaware County Community College
Media, PA06-2026
High School Diploma -
Coatesville Area Senior High School
Coatesville, PA06-2009
Skills
- Inbound call answering
- Data entry
- Product sales
- Product knowledge
- Customer service excellence
- Organization and recordkeeping
- Customer Service Management
- Relationship Building
- Teamwork and Collaboration
- Customer Relations
- Sales Coaching
- Team Leadership
- Delegating Work
- Organizational Structuring
Affiliations
- Reading
- Planting
- Playing the Keyboard
- Taking Pictures
Timeline
Customer Operations Assistant Manager
DOLLAR TREE
05.2023 - Current
Senior Financial Services Representative
CITADEL FEDERAL CREDIT UNION
01.2010 - 02.2023
Associate of Applied Science - Accounting
Delaware County Community College
High School Diploma -
Coatesville Area Senior High School
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