Sydney Edwards-Johnson
Bloomfield
Summary
Results-oriented management professional skilled in team leadership, customer experience, and operational excellence. Demonstrated success in training teams to achieve performance goals and improving workflow efficiency. Eager to leverage expertise in a management role to impact organizational growth and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Specialist
CarMax
Wayne
12.2024 - Current
- Deliver exceptional customer service by guiding clients through the full vehicle buying and selling process
- Consistently meet or exceed sales metrics and customer satisfaction expectations
- Created and managed service and repair appointments, ensuring timely customer support and satisfaction
- Serve as a subject matter expert in DMV processes, including vehicle titling and registration
- Trained and coached DMV team members to enhance accuracy and efficiency in operations
- Perform administrative duties including documentation processing, appointment coordination, and system updates
- Supported cross-functional operations to enhance overall store performance and improve customer experience
- Inspect, detail, and safely transfer vehicles and parts between locations to maintain operational flow
Customer Experience Manager
Victoria’s Secret & PINK
Livingston
09.2023 - 01.2024
- Led, coached, and developed team members to achieve performance and sales goals
- Cultivated client relationships by effectively resolving issues and addressing needs
- Directed daily store operations to maximize revenue, employee productivity, and customer satisfaction
- Delegated responsibilities and implemented cloud-based tools to tackle operational challenges
- Coordinated activities to ensure compliance with corporate standards, policies, and values
Outside Marketer
Home Genius Exteriors
Somerset
04.2023 - 07.2023
- Developed marketing content for social media, corporate communications, and outreach, enhancing audience engagement
- Identified target markets and optimized marketing channels, increasing campaign effectiveness
- Created detailed reports and documentation, facilitating informed strategic planning decisions
- Onboarded and trained new team members, improving team productivity and effectiveness
Inside Sales Representative
Grapevine Pro
Matawan
10.2022 - 03.2023
- Generated new business through targeted outbound calls and strategic digital outreach
- Applied consultative selling techniques to identify needs, present solutions, and close sales
- Met or exceeded sales quotas, contributing to overall company revenue growth
- Utilized CRM systems to track leads and manage accounts, enhancing lead visibility and supporting conversion efforts
- Managed high-volume customer interactions while maintaining professionalism and service excellence
- Developed strategies to strengthen customer loyalty and improve retention rates
Driver Manager
INZL Corporation
Elizabeth
04.2022 - 09.2022
- Coordinated dispatch operations for 20+ drivers, ensuring timely and efficient deliveries
- Led teams in fast-paced, deadline-driven environment to meet delivery targets
- Strengthened driver relationships, enhancing morale and retention
- Implemented and supported safety, compliance, and quality initiatives
- Maintained compliance with transportation regulations and company standards
- Coordinated maintenance for vehicles and equipment to ensure operational readiness
Cable & Internet Technician / Customer Support Specialist
Spectrum
Queens
12.2017 - 04.2022
- Installed, repaired, and provided technical support for residential and commercial customers
- Troubleshot system issues using diagnostic tools such as speed and ping tests
- Managed 400+ monthly customer interactions, achieving high satisfaction ratings
- Informed customers about services and solutions, enhancing retention and creating sales opportunities
- Maintained accurate customer records using CRM systems (Agent OS, CSG)
- Collaborated with technical teams to resolve complex service issues
Corporate Operator / Sales Representative
GroupAmericar Corporate Car Service
New York
05.2015 - 12.2017
- Managed high-volume inbound and outbound calls in a fast-paced call center environment
- Accurately documented, researched, and resolved customer service issues
- Defused escalated situations through effective communication and conflict resolution
- Prioritized and streamlined workflows for calls, quotes, and sales inquiries
- Earned recognition for consistently delivering exceptional customer service
Education
Bachelor of Business Administration (BBA) - Business Management, Minor in Human Resources
Monroe College
Bronx, NYHigh School Diploma -
Bronx High School of Law & Community Service
Bronx, NYSkills
- Team Leadership & Staff Development
- Operations & Performance Management
- Customer Experience & Retention Strategy
- Sales Growth & Revenue Optimization
- Workforce Scheduling & Coordination
- CRM Systems (Agent OS, CSG)
- Call Center Metrics & KPI Analysis
- Conflict Resolution and Problem Solving
- Inventory Control & POS Systems
- Process Improvement & Efficiency
- Training, Coaching & Onboarding
- Compliance, Safety & Reporting
- Knowledge of New Jersey Notary Laws
- Expert level knowledge in titling and registering vehicles
Additional Qualifications
- Proven leadership in fast-paced, high-volume environments
- Strong ability to manage multiple priorities and meet tight deadlines
- Excellent communication, interpersonal, and problem-solving skills
- Experienced in coaching teams and improving performance outcomes
- Certified Notary Public, State of New Jersey
Timeline
Customer Specialist
CarMax
12.2024 - Current
Customer Experience Manager
Victoria’s Secret & PINK
09.2023 - 01.2024
Outside Marketer
Home Genius Exteriors
04.2023 - 07.2023
Inside Sales Representative
Grapevine Pro
10.2022 - 03.2023
Driver Manager
INZL Corporation
04.2022 - 09.2022
Cable & Internet Technician / Customer Support Specialist
Spectrum
12.2017 - 04.2022
Corporate Operator / Sales Representative
GroupAmericar Corporate Car Service
05.2015 - 12.2017
Bachelor of Business Administration (BBA) - Business Management, Minor in Human Resources
Monroe College
High School Diploma -
Bronx High School of Law & Community Service