Summary
Overview
Work History
Education
Skills
Websites
Volunteer
Timeline
Generic

Shamara Johnson

Bedford,OH

Summary

Encouraging candidate 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

10
10
years of professional experience

Work History

Entrepreneur

SoulTies.co
03.2020 - 10.2023
  • Increased business revenue by implementing innovative marketing strategies and expanding product offerings.
  • Established a successful startup by researching market opportunities, creating a business plan, and creating a website.
  • Improved customer satisfaction with exceptional project management skills and timely delivery of products and services.
  • Launched multiple successful products through comprehensive research, development, testing, and marketing efforts.
  • Enhanced online presence with well-designed websites, engaging social media content, and targeted digital advertising campaigns.
  • Maintained strict regulatory compliance across all aspects of the business operations ensuring legal requirements were always met.
  • Determined business plan, mission statement, and vision.
  • Managed purchasing, sales, marketing and customer account operations efficiently.

Quality Coordinator

Emerson client services
01.2021 - 02.2022
  • Checked team cases for accuracy based on client documents and training
  • Updated any needed corrections and placed notes into case for later review
  • Collaborated with director, trainer, HR and client account managers for any training needs or trends
  • Identified top individual and team training needs
  • Participated in coaching sessions from a quality perspective
  • Ensured limitation and prevention of timeline breach for client cases
  • Pulled data reports for internal use for training, compliance and correction purposes
  • Was responsible for live call monitoring and creating quality document.

Consumer affairs manager

Emerson client services
01.2019 - 12.2020
  • Collaborated with Director to build the team's performance
  • Participated in client onboarding and trainings
  • Responsible for the screening, hiring and employee dismissal process along with HR Vice President and Director
  • Managed a team of 3 Solution's Coordinators, 1 training coordinator and a team of 15 customer service representatives
  • Encouraged a boost in team morale which increased company efficiency and productivity
  • Pulled client reports on a daily, weekly, monthly and yearly basis to show top inquiries, trends, data, etc
  • Assisted with organizing team structure and roles
  • Held monthly or as needed team meetings
  • Collaborated with clients and trainer to make sure documents, trainings, calls and team needs were up to date
  • Enforced SOP guidelines and compliance
  • Responsible for coaching and ensuring solution's coordinators were managing teams and clients correctly
  • Organized and created processes and policies around attendance, availability and performance tracking and rewards
  • Assisted the Director with finding, implementing and creating a customized CRM system and workflow.

Solutions coordinator

Emerson client services
03.2016 - 12.2018
  • Assisted customer service representatives with escalated consumer calls
  • Supervised a team of 4-5 people
  • Assisted manager with identifying problem/training needs for team
  • Responsible for pulling reports for individual and team KPI's and attendance
  • Assisted manager with client data reports to show trends on a weekly and monthly basis
  • Provided verbal and written warning documentation for disciplinary action if needed
  • Assisted manager in the hiring process with screening applicants and sitting in on interviews
  • Participated in client trainings.

Customer service representative

Emerson client services
06.2014 - 03.2016
  • Answered consumer calls with speed, accuracy, and professionalism
  • Maintained knowledge of client trainings, information, and resources to provide efficient resolutions to consumers
  • Provided consumer resolution or work with team leads to ensure satisfaction
  • Met KPI as an individual contribution to the team
  • Utilized CRM systems, multiple client documents and client websites to provide information.

Pharmacy technician

CVS Pharmacy
06.2013 - 06.2014
  • Assisted consumers at checkout
  • Organized and sorted medication
  • Entered consumers data input into system
  • Assisted consumers with phone, driver thru and in store orders.

Education

Certification - Life & Spiritual Coach

Life Purpose Institute

Skills

  • Team player
  • Detail Oriented
  • Great written communication
  • Accuracy
  • Quick Learner
  • Relater
  • Maximizer
  • Leadership

Volunteer

Black Girl Art Show, Cleveland, OH October 15, 2023

  • Greeted all guests and visitors upon entrance and exit
  • Assisted visitors with ticketing
  • Input visitor information in system
  • Encouraged guests and visitors to explore the art and provide an exit survey
  • Assisted with take down of show materials following the show's conclusion


A Kid Again, Cleveland, OH 2017-2018

  • Helped bag up goodie bags
  • Assisted with decoration of the event venue
  • Assisted with unloading trucks to move materials in the building for packing or set up
  • Assisted and lead a team of helpers with carrying out essential duties


Timeline

Quality Coordinator

Emerson client services
01.2021 - 02.2022

Entrepreneur

SoulTies.co
03.2020 - 10.2023

Consumer affairs manager

Emerson client services
01.2019 - 12.2020

Solutions coordinator

Emerson client services
03.2016 - 12.2018

Customer service representative

Emerson client services
06.2014 - 03.2016

Pharmacy technician

CVS Pharmacy
06.2013 - 06.2014

Certification - Life & Spiritual Coach

Life Purpose Institute

Similar Profiles

CREATE PROFILE
Shamara Johnson