Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Twyla Johnson

Davis,OK

Summary

Experienced call center operator with a strong ability to manage high-volume customer interactions and resolve inquiries efficiently. Proven track record of increasing customer satisfaction through effective communication techniques. Skilled in handling complex issues and maintaining positive customer experiences through active listening and problem-solving abilities.

Professional with focus on delivering exceptional customer service through effective communication and problem resolution. Proven track record of improving customer satisfaction and team collaboration. Known for reliability, adaptability to changing needs, and strong multitasking abilities.

Experienced with managing hotel operations and elevating guest experiences. Utilizes leadership skills to guide teams and enhance service quality. Knowledge of effective staff training and conflict resolution strategies.

Hospitality professional prepared for advancing hotel operations and guest services. Extensive experience managing hotel activities, improving service quality, and leading teams to achieve goals. Known for fostering collaborative environments and adapting to dynamic situations. Expertise in staff training and guest relations.

Overview

26
26
years of professional experience

Work History

Hotel Manager/Construction Manager

Chickasaw Nation
06.2022 - Current
  • Overseeing the successful operations of a lodging facility to ensure guest satisfaction and enhance the facility. Managing budgets, Customer Service internal and external, managing online booking, inspecting the grounds, ensuring Chickasaw nation standards, monitor staff performance, allocate funds and approve expenditures. Successfully overseeing construction of a hotel after a fire suppression line busted causing millions in damage. Stayed under budget for completion of facility.
  • Directed daily hotel operations to enhance guest satisfaction and streamline services.
  • Implemented staff training programs to improve service quality and operational efficiency.
  • Oversaw budget management, ensuring financial targets were met through cost control measures.
  • Cultivated relationships with vendors to negotiate favorable contracts and optimize supply chain processes.
  • Developed and enforced standard operating procedures to maintain compliance with safety regulations.
  • Developed strong partnerships with local businesses to create exclusive offers and packages for hotel guests.

Sales Manager

Chickasaw Nation
12.2016 - Current
  • Solicitation and Sales accounts for the Artesian, Chickasaw Retreat and Conference Center, and Treasure Valley; attending Networking events; book weddings, holiday parties, corporate events, family reunions, and any other group events; communicating with vendors and catering companies to meet the needs of each group; delegating tasks to other departments to make sure events ran smoothly; executing events; meeting budget; reading flash reports; understanding the operations of each individual hotel, assisting with hotel staff needs to meet the needs of the guest
  • Led sales team to exceed quarterly revenue targets through strategic planning and market analysis.
  • Developed and implemented training programs to enhance team performance and product knowledge.
  • Analyzed market trends to identify new business opportunities and competitive strategies.
  • Fostered strong relationships with key clients, resulting in increased customer loyalty and repeat business.

Event Concierge

Chickasaw Nation
06.2015 - 12.2016
  • Answer phones; giving tours; executing events; coordinating with the group’s leader; assisting the sales manager; Delphi entry; upselling the facility
  • Coordinated seamless event logistics, ensuring smooth operations for various large-scale gatherings.
  • Managed guest inquiries and provided tailored assistance to enhance visitor experiences.
  • Developed and maintained strong relationships with vendors to optimize service quality.
  • Streamlined communication protocols among team members to improve operational efficiency.
  • Trained new staff on event procedures and best practices, fostering a collaborative environment.
  • Implemented feedback systems to assess guest satisfaction and refine future events.
  • Led post-event debriefs to identify areas for improvement and celebrate successes within the team.
  • Identified potential issues in advance and implemented solutions proactively to avoid disruptions during events.

Temp. Call Center Operator

Chickasaw Nation
01.2014 - 12.2016
  • Answer phones, book reservations for five different Chickasaw locations, Book Golf packages, Get VIP’s on the phone with the hostess.
  • Managed high-volume inbound calls, ensuring efficient customer service and satisfaction.
  • Resolved customer inquiries promptly, utilizing problem-solving skills to enhance client experience.
  • Assisted in training new staff members on call handling procedures and company policies.
  • Maintained accurate records of customer interactions using CRM software for improved tracking.
  • Implemented process improvements that increased team productivity and reduced call wait times.
  • Collaborated with management to develop strategies for enhancing service delivery standards.
  • Provided feedback on system enhancements to optimize call center operations and customer engagement.
  • Assisted customers by answering questions and responding to inquiries.
  • Recommended products to customers, thoroughly explaining details.
  • Demonstrated resilience in high-stress situations, consistently maintaining a calm demeanor and professional tone when assisting challenging customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Enhanced customer satisfaction by efficiently handling high call volumes and promptly addressing inquiries.
  • Reduced average call time for improved efficiency through active listening and clear communication skills.
  • Adapted communication style when necessary to accommodate diverse callers, ensuring understanding and clarity during conversations.

Assistant Manager

Snak Shak
02.2011 - 02.2014
  • Covering for store manager during vacations and days off; money handling; totaling invoices; making deposits; keeping accurate books

Security Guard

US Security
07.2010 - 02.2011
  • Checking in and out truck drivers through guard shack; checking inventory making sure freight is at right location

Owner Operator

Self-Employed
05.2003 - 07.2010
  • Buying and selling merchandise; book keeping; reporting taxes; pulling 20ft box trailer to and from shows

Forman/Laborer

T&T Construction
08.1999 - 05.2003
  • Roofing laborer, Tile Layer, Concrete hand, Drywall Finisher

Education

Some College (No Degree) - Law Enforcement

Mid-America Vo-Tec
Wayne, OK

Accounting Paraprofessional Certificate -

City College
Norman, OK
08.1999

Phase 1 & 2 Unarmed Security Guard -

Southern OK Vo-Tec
Ardmore, OK

Skills

  • Operational Oversight; Financial Management, Team Leadership, Staff Training & Development, Project Management, Inventory Management, Problem Solving, Group Bookings, Assignment Delegation, Rguest Stay Software, Lodging Management Software, Delphi Software, Payroll and Timekeeping Inforcloudsuite software, Kronos, Streamit, Datawarehouse, Onbase software, Document coding and form builders
  • Construction: Successfully supervised team of 50 vendors to maintain productivity and quality of work to remodel a 65 room hotel Identified and resolved construction issues promptly to prevent delays, Monitored daily progress on-site to maintain a clear understanding of challenges faced by the vendors, Oversaw successful completion of multiple projects simultaneously, prioritizing tasks based on urgency and importance, collaborated closely with vendors to ensure project objectives were met, maintain transparent communication throughout the process
  • Bookkeeping: Adjusting entries, balance sheet, journals, closing accounts/entries, statements, forms, inventory, ledgers, posting, reversing entries, worksheets Computerized Accounting: Application of manual accounting concepts and procedures using accounting software; departmentalized accounting; input assets, liabilities, owner's equity, accounts payable/receivable to computer worksheets
  • Ten Key by Touch: 11,820 keystrokes per hour
  • Typing: 40 correct words per minute

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Promoted to Regional Sales Manager after 1 successful year in the sales department.
  • Increased sales revenue from 100k to 5 million in 2 year through cold calls and customer service
  • Supervised team of 26 staff members.
  • Contacted previous guests via phone calls with information on events and casino offers, which led to a 50% upswing in business over a six-month period.

Affiliations

  • 1993-1996: Drum Major-Girl State, Leadership Camps, Davis, OK
  • 1993-1996: Who's Who Among American High School Students
  • 1995: Oklahoma Highway Patrol Cadet Lawman
  • 2023 Chickasaw Leadership Academy Bronze Level
  • 2024 Chickasaw Leadership Academy Silver Level

Timeline

Hotel Manager/Construction Manager

Chickasaw Nation
06.2022 - Current

Sales Manager

Chickasaw Nation
12.2016 - Current

Event Concierge

Chickasaw Nation
06.2015 - 12.2016

Temp. Call Center Operator

Chickasaw Nation
01.2014 - 12.2016

Assistant Manager

Snak Shak
02.2011 - 02.2014

Security Guard

US Security
07.2010 - 02.2011

Owner Operator

Self-Employed
05.2003 - 07.2010

Forman/Laborer

T&T Construction
08.1999 - 05.2003

Some College (No Degree) - Law Enforcement

Mid-America Vo-Tec

Accounting Paraprofessional Certificate -

City College

Phase 1 & 2 Unarmed Security Guard -

Southern OK Vo-Tec

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