Shelley Johnson

• Act as an escalation point for complex builder and homebuyer issues, resolving concerns professionally and efficiently.
• Guided Concierge team members daily, enhancing service consistency and performance standards.
• Mentored teammates, clarifying workflows and interpreting policies to support team effectiveness.
• Train and onboard new hires, supporting successful integration into the role.
• Developed and refined internal processes and Standard Operating Procedures (SOPs) to improve operational efficiency.
• Collaborate with cross-functional departments including design, permitting, operations, and installation teams.

• Managed multiple new home communities from contract execution to installation completion, ensuring timely project delivery.
• Maintained strong builder relationships through proactive communication and consistent follow-through, fostering collaboration.
• Applied critical thinking to resolve operational challenges, minimizing delays and enhancing workflow efficiency.
• Demonstrated high attention to detail in documentation, scheduling, compliance tracking, and workflow coordination.
• Work independently while contributing to overall team success.

Additional work experience and references available upon requst