Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Timeline
Generic

Timika Johnson

Houston,TX

Summary

Operations Manager and Business Leader with 25 years of experience in cross-functional leadership and inbound sales training. Proven track record in building high-performing teams and implementing process improvements that enhance customer service and client engagement. Recognized for exceeding expectations through strategic partnerships and effective communication with stakeholders at all levels. Specialized in customer relationship management and conflict resolution, driving significant increases in retention rates.

Overview

31
31
years of professional experience

Work History

Sales & Retention Supervisor, Inbound Sales Call Center Manager

Comcast Corporation
Plymouth, USA
01.2006 - Current
  • Spearheaded third-largest revenue-generating sales channel, achieving over $3 million in quarterly profit.
  • Successfully mentored eight frontline employees, leading to promotions in various sales functions.
  • Streamlined over 50 processes to enhance internal and external customer experiences.
  • Managed and coached new hires to improve workflow, productivity, and talent development.
  • Led 15 supervisors and approximately 200 sales agents to increase sales growth.
  • Achieved recognition as top sales leader by exceeding quarterly and yearly sales goals.
  • Designed strategic incentives to drive performance and meet KPI targets effectively.
  • Initiated flagship programs for leadership development and diversity training.

Operational Call Center & Retail Sales Manager

Rebate Express Group
Led team in delivering exceptional customer service experiences. Trained staff on sales techniques and product knowledge effectively. Implemented promotional strategies to enhance customer engagement and sales. Analyzed sales reports to identify trends and inform decision-making. Coordinated daily operations to maintain store efficiency and organization. Developed employee schedules to optimize staffing based on customer needs. Fostered a positive work environment through effective team communication and support.
01.2004 - 01.2006
  • Led team in delivering exceptional customer service experiences.
  • Trained staff on sales techniques and product knowledge effectively.
  • Implemented promotional strategies to enhance customer engagement and sales.
  • Analyzed sales reports to identify trends and inform decision-making.
  • Coordinated daily operations to maintain store efficiency and organization.
  • Developed employee schedules to optimize staffing based on customer needs.
  • Fostered a positive work environment through effective team communication and support.

Operations Manager, Team Lead Supervisor, Mortgage Loan Consultant

CitiMortgage
Managed daily operations and ensured compliance with company policies. Oversaw inventory management and streamlined supply chain processes. Coordinated cross-departmental communication to enhance workflow efficiency. Developed operational strategies to optimize resource allocation and utilization. Led process improvement initiatives to enhance productivity across departments. Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards. Managed scheduling, training and inventory control.
01.2002 - 01.2004
  • Managed daily operations and ensured compliance with company policies.
  • Oversaw inventory management and streamlined supply chain processes.
  • Coordinated cross-departmental communication to enhance workflow efficiency.
  • Developed operational strategies to optimize resource allocation and utilization.
  • Led process improvement initiatives to enhance productivity across departments.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Managed scheduling, training and inventory control.

Training Manager & Operational Supervisor (Call Center)

Federal Mogul
Developed training programs aligned with company goals and employee needs. Facilitated workshops to enhance team collaboration and communication skills. Evaluated training effectiveness through feedback and assessments. Coordinated onboarding processes for new employees in manufacturing roles. Supported managers in identifying skill gaps within their teams. Utilized learning management systems for tracking employee progress. Mentored junior trainers to improve their instructional techniques. Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance. Mentored team members to succeed and advance within the business and company.
01.1995 - 01.2002
  • Developed training programs aligned with company goals and employee needs.
  • Facilitated workshops to enhance team collaboration and communication skills.
  • Evaluated training effectiveness through feedback and assessments.
  • Coordinated onboarding processes for new employees in manufacturing roles.
  • Supported managers in identifying skill gaps within their teams.
  • Utilized learning management systems for tracking employee progress.
  • Mentored junior trainers to improve their instructional techniques.
  • Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
  • Mentored team members to succeed and advance within thedepartment and company.

Education

Master of Business Administration - Business Organization Management

University of Ashford
08.2025

Licensed Life Insurance Representative -

Primerica Financial
Texas
07-2025

Certification - Strategic Management

Walton University - NAMIC
Boston, MA
06-2024

Bachelor of Science - Political Science & Mass Communication

Wilberforce University
12.1996

Skills

  • Leadership across functions
  • Management of personnel
  • Project coordination skills
  • Operational efficiency expertise
  • Relationship cultivation skills
  • Strategic planning abilities
  • Change implementation strategies
  • Outsourcing strategies development
  • Process enhancement techniques
  • Carrier oversight capabilities
  • Internal client engagement strategies
  • External client engagement strategies
  • Root cause identification skills
  • Team development initiatives
  • Talent growth strategies
  • Exceptional customer service skills
  • Client relationship management
  • Call center operations expertise
  • Workforce optimization techniques
  • Quality assurance practices
  • ADKAR change model application
  • Innovative problem-solving approaches
  • Export operation management
  • Net promoter score advocacy
  • Budgeting and forecasting skills
  • Balance sheet oversight
  • Avaya telephony systems knowledge
  • RTA call center management expertise
  • Proficiency in Microsoft Office Suite
  • Virtual assistance capabilities
  • Verint quality assurance system knowledge
  • SWOT analysis proficiency

Affiliations

Mentor for Detroit Big Brothers and Sisters program

Active Board for National Association for Multi-Ethnic in Communication Industry (NAMIC)

Active Member Women in Cable Telecommunication (WICT- Great Lakes)

Active Mentor for Leadership Development Program NAMIC , WICT - Comcast ERG

Accomplishments

  • 5 Year Recipient Top Sales Leader 5 years (Elite Top 2% National )
  • Pro- Coach Champion entry level, supervisor leadership and Development program
  • Circle of Success Winner Comcast Award

Timeline

Sales & Retention Supervisor, Inbound Sales Call Center Manager

Comcast Corporation
01.2006 - Current

Operational Call Center & Retail Sales Manager

Rebate Express Group
01.2004 - 01.2006

Operations Manager, Team Lead Supervisor, Mortgage Loan Consultant

CitiMortgage
01.2002 - 01.2004

Training Manager & Operational Supervisor (Call Center)

Federal Mogul
01.1995 - 01.2002

Master of Business Administration - Business Organization Management

University of Ashford

Licensed Life Insurance Representative -

Primerica Financial

Certification - Strategic Management

Walton University - NAMIC

Bachelor of Science - Political Science & Mass Communication

Wilberforce University

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