Ta-Meka Johnson

• Process and Risk Management: Ensure strict adherence to all security policies, internal audit procedures, and Federal Regulations minimizing institutional risk exposure in fraud intake operations.

• Performance Development & Coaching:

Selected by management to design and lead a peer coaching and knowledge-sharing program (Nest/SME/ETC Coach/Wow Warrior), directly contributing to agent skill enhancement and best-practice standardization.

• Data-Driven Reporting: Took on additional responsibility to create and present a weekly team update report utilizing Excel and PowerPoint, which analyzed NPS scores, verbatim feedback, and team performance averages to drive targeted coaching and strategic adjustments.

• Customer Experience & Results: Achieved Certificate of excellence for maintaining superior performance in Net Promoter Score (NPS) metrics over multiple quarters, showcasing exceptional customer service and issue resolution.

• Training & Onboarding: Served as a Subject Matter Expert (SME) conducting side-by-side training and mentorship for groups of up to 20 new hires, accelerating time-to-proficiency and ensuring rapid compliance integration.

• Leadership & Adherence: Maintained an average of 86th percentile for Schedule Adherence for the year, setting a high professional standard and demonstrating ownership crucial for Unit/Team operational stability.

• Sales and Client Education: Achieved a 98% score on mystery shops and secured a plethora of outstanding customer review surveys, reflecting expertise in product knowledge and exceptional client education on complex printing, binding, and graphics services.

• Operational Efficiency: Selected by management to conduct peer coaching to share knowledge and best practices, standardizing efficient order processing and complex service delivery among team members.

• Financial Accountability: Independently managed and executed daily financial operations, including accurate till closing, reconciliation, and deposit drops, ensuring strict cash handling compliance.

• Performance Recognition: Earned a merit-based salary increase within six months and received multiple commendations from customers and District Management, acknowledging proactive issue resolution and strong leadership skills.

• Process Improvement & Cost Savings: Developed and implemented a new order organization procedure using Excel, which was subsequently adopted by the General Manager and Assistant General Manager, resulting in quantifiable savings in time and operational costs.

• Team Performance Management: Consistently ranked in the top 5% for reaching key metric goals each quarter, demonstrating the ability to meet and exceed ambitious targets through effective staff supervision and motivation.

• Talent Acquisition & Development: Promoted to take ownership of the hiring process including candidate evaluation and selection, while also supervising, motivating, and coaching new and existing staff on sales programs and customer service techniques.

• Inventory & Financial Oversight: Monitored retail operating costs, managed budgets and resources, and executed regular audits to ensure store compliance, inventory accuracy, and operational readiness.

• Leadership & Mentorship: Promoted to senior cashier and selected by management to design and execute training for all new hires, ensuring adherence to financial transaction standards and customer service policies.

• Exceeded Performance Targets: Received two individual incentive awards and a certificate from the District Manager for exceeding metric goals for consecutive quarters, demonstrating sustained high performance.

• Compliance: Managed various complex financial transactions (refunds, exchanges, credit cards, vouchers) and trained junior staff on utilizing POS systems and following strict financial transaction protocols.

• P&L Management & Revenue Growth: Took over as Store Manager after 3 years of progressive roles; implemented innovative promotions that drove store revenue and negotiated with local vendors to keep costs low.

• Talent Acquisition & Development: Hired, trained, and developed high-quality employees; created and managed incentive programs to reward top performers and ensure high performance standards.

• Financial and Operational Oversight: Managed all daily financial reconciliation, including counting cash drawers and making bank deposits; oversaw inventory reordering and stock levels.

• Commitment & Performance: Recognized for exceptional attendance (zero missed days over five years) and ranked as 1 out of 5 for customer service expertise, demonstrating reliability and commitment.