Summary
Overview
Work History
Education
Skills
Timeline
Generic

Steve Johnson

Bethlehem,Pennsylvania

Summary

Motivated Operations Manager develops and implements operational plans and schedules. Comprehensive understanding of desirable fiscal management and strategic guidance practices. Mindful prioritizer addressing organizational objectives with thorough task-completion roadmaps. Supervise daily operations and organizations. Strong competencies for addressing operational issues and concerns quickly. Determines staffing requirements, work assignments and schedules for new projects. Excellent skills hiring and recruiting to develop high-performing teams. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

11
11
years of professional experience

Work History

Assistant Operations Manager

Coach USA / Megabus
12.2016 - Current
  • Coordinated with General Manager in different operational issues and promotional activities.
  • Assisted in recruiting, hiring and training of team members.
  • Trained new employees on proper protocols and customer service standards.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Reported issues to higher management with great detail.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Supervised operations team to support operational excellence and excellent customer service.
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
  • Communicated with customers to assess satisfaction with products and services received.
  • Developed and maintain operational guidelines for staff.
  • Monitored key performance metrics to identify areas for improvement.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Taught employees how to collaborate on daily job tasks and achieve service targets.
  • Stayed up-to-date with industry trends and best practices to improve skills and organizational operations.
  • Introduced new methods, practices, and systems to reduce turnaround time.

Airport Field Manager

Coach USA / Newark Airport Express
06.2016 - Current
  • Performed quality control inspections on phases of field operations.
  • Monitored personnel performance to identify opportunities for improvement and develop solutions to productivity issues.
  • Developed and implemented processes and strategies to achieve operational goals.
  • Coordinated and scheduled field personnel to cover operations throughout assigned regional area.
  • Facilitated field operations through supervision and direction of field personnel.
  • Predicted and resolved operational bottlenecks, supply and tool shortages.
  • Maintained technical knowledge of regulations, industry trends and applicable laws regarding human resources for operation.
  • Defined clear targets and objectives and communicated to other team members.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Developed detailed plans based on broad guidance and direction.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Launched quality assurance practices for each phase of development
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Customer Service Supervisor

Coach USA / Megabus
08.2012 - 07.2016
  • Coached employees through day-to-day work and complex problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Researched and corrected customer concerns to promote company loyalty.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Created customer support strategies to increase customer retention.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Implemented feedback system for customers to provide comments and suggestions to improve service.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Kept high average of performance evaluations.

Education

No Degree - Business Administration And Management

Western Connecticut State University
Danbury, CT

No Degree - Nursing

Union County College
Elizabeth, NJ

Skills

  • Operational Excellence
  • Business Development
  • Project Management
  • Employee Supervision
  • Procedure Enhancement
  • Operations Management
  • Customer Engagement
  • New Employee Hiring
  • Inventory Tracking and Management
  • Desktops, Laptops and Mobile Devices
  • Facilitating Change

Timeline

Assistant Operations Manager

Coach USA / Megabus
12.2016 - Current

Airport Field Manager

Coach USA / Newark Airport Express
06.2016 - Current

Customer Service Supervisor

Coach USA / Megabus
08.2012 - 07.2016

No Degree - Business Administration And Management

Western Connecticut State University

No Degree - Nursing

Union County College

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Steve Johnson