Customer Service/ Management/Receptionist/Administration
Resume:
Karen Charlene Johnson
Houston, Texas *****
*********@*****.***
Objective
Self-directed professional with extensive experience in Call Center environment, Customer Service, and
Management. Strong resolution techniques handling irate individuals. Proven ability to communicate well
with diverse groups and individuals. Exceptional capability to plan, multiple tasks, great organizational
skills, and manage in a fast paced environment.
Experience
10/2014 – 03/2015 3rd Key Manager
Goodwill Industries Houston, Texas
Open/Close building according to schedule. Reports accessed daily, weekly, and monthly. Delegate duties
to employees as needed. Coached, trained, hired, and terminated employees according to policy and
procedures of the company. Ensured the safety of all employees, by way of monthly meetings and material
handling in the store. Problem solving techniques administered with irate customers. Improved the stores
low sales of 52%, to a rising over budget quota, by 89% in two months. All managerial and office duties
performed as acquired.
02/2013 – 09/2013 Cashier
Goodwill Industries Houston, Texas
Supported customers by way of purchases with customer care. Opened/closed register; handled monies for
daily usage, balanced till and safe. Verified end-of-shift reports daily by means of manager on duty.
01/2008 - 01/2012 Office Manager
Imperial Financial Services, Inc. Houston, Texas
Implemented new customer care profile for agents.
Delegated all assignments, strategies, and duties for agents.
Arranged proposals and displays for performance, quotas, and goals for the fiscal year.
Prepared reports, accounts payable, accounts receivable ledgers, also closed out all invoices.
Mentored, coached, evaluated, and monitored performance and productivity.
Re-established productivity and performance by 94% within two month time period.
07/2004 - 12/2007 Assistant Manager
Frenchy's (Glenn Lock Foods, LTD) Houston, TX
Supervised over thirty-five employees in a fast paced environment.
Executed daily operational functions’ of the restaurant and employee assignments.
Anticipated inventory needs.
Prepared payroll, counseled employees, pay increase in addition to employee performance evaluations.
Maintained the restaurant in accordance with FDA and OSHA standards.
03/1994 - 03/2002 Customer Service Agent /Call Center/ Trainer/Manager
Kelsey-Seybold Administrative Office Houston, Texas
Trained employees in courses for the conversion of CRT to PC.
Traveled to all company sites for assisted help needed with installed and updated material as well as
trained employees on new live IDX system.
Helped patients with Specialty Doctors, appointments, callbacks, referrals, and letters.
Skills
Computer literate with various programs: Microsoft Office Suite, and most office equipment.
Education
Liberal Arts Houston Community College Houston, Texas
Contact this candidate