Troi Johnson
Converse,TX
Summary
Dynamic Employee Engagement Manager with a proven track record of cultivating positive workplace environments and enhancing employee satisfaction. Successfully spearheaded initiatives that elevated team morale and retention rates. Expertise in developing targeted programs designed to boost employee morale and productivity, utilizing innovative strategies to foster a thriving work culture and drive engagement. Committed to creating an inclusive atmosphere that empowers employees and aligns with organizational goals.
Overview
6
6
years of professional experience
Work History
Employee Engagement Manager
Conduent Call Center
12.2023 - Current
- Conducted surveys and analyzed feedback to identify areas for engagement improvement.
- Developed and implemented employee engagement initiatives to enhance workplace satisfaction.
- Coordinated recognition programs to celebrate employee achievements and foster motivation.
- Led cross-functional teams in planning events that promote a positive work culture.
- Provided coaching and support to managers on fostering employee engagement practices.
- Established recognition programs that rewarded outstanding contributions, fostering a sense of pride among staff members.
Customer Service Team Lead
Conduent Call Center
05.2021 - 11.2023
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Coached and developed a personal team of 20 associates; Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary
- Motivated my team by recognizing and rewarding performance.
- Partnered with fellow team members on new customer service programs to promote seamless transitions into new protocols and procedures during call taking.
- Served as a resource for my team by, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Reduced average handle time through effective communication training and improved knowledge of products/services offered.
Customer Service Representative
Conduent Call Center
03.2021 - 04.2021
- Excelled in a brief period to team leadership through my profound professionalism while call taking. Ensured compliance with company policies while handling sensitive information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided exceptional customer support via phone, resolving inquiries efficiently.
- Assisted customers with account management and service-related questions.
Retail Store Team Member
Academy Sports, Outdoors
08.2019 - 08.2020
- Engaged with customers, locating requested items and explained sales promotions to deliver pleasant shopping experiences
- Maintained organized merchandise displays to enhance customer shopping experience.
- Operated point-of-sale systems for accurate transaction processing.
- Assisted customers with product selection and provided knowledgeable recommendations.
Education
No Degree - Economics
University of Houston
Houston, TXHigh School Diploma -
Judson High School
San Antonio, TX06.2017
Skills
- Customer service
- Active listening
- Critical thinking
- Call center experience
- HR Background
- Microsoft Excel
- Call center operations
- Product knowledge
- Team development
- Employee recognition programs
- Microsoft Office Suite
- De-escalation techniques
LANGUAGES
English: Fluent
Spanish: Basics
Timeline
Employee Engagement Manager
Conduent Call Center
12.2023 - Current
Customer Service Team Lead
Conduent Call Center
05.2021 - 11.2023
Customer Service Representative
Conduent Call Center
03.2021 - 04.2021
Retail Store Team Member
Academy Sports, Outdoors
08.2019 - 08.2020
No Degree - Economics
University of Houston
High School Diploma -
Judson High School
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