Experienced Management & Customer Service Leader
Resume:
Stacy Johnson
Management/Remote Contractor
Allen, TX 75002
********@*****.***
Authorized to work in the US for any employer
Work Experience
Manager
GB2K-Garland, TX
January 2005 to Present
• manage arrangements
• cust service
• party planner for events
• set appointments
• managing field trips with the kids
• prep food/ order food/ serve food
• order supplies
• etc
CSR - Manager
RemX/McKesson-Phoenix, AZ
August 2022 to June 2025
• Assisted in managing a team of XX customer service representatives, providing guidance and support to ensure excellent customer satisfaction
• Implemented new training programs for CSR team members, resulting in an XX% increase in overall performance metrics
• Collaborated with cross-functional teams to develop and implement strategies for improving customer experience and resolving escalated issues
• Monitored and analyzed key performance indicators (KPIs) to identify areas for improvement and implemented corrective actions
• Managed the resolution of complex customer complaints or inquiries, ensuring timely response and satisfactory resolution
• Developed and maintained standard operating procedures (SOPs) to ensure consistent delivery of high-quality customer service
• Conducted regular performance evaluations for CSR team members, providing constructive feedback and identifying opportunities for growth
• Assisted in developing departmental goals, objectives, policies, and procedures to enhance overall efficiency and effectiveness
• Coordinated with other departments such as sales, marketing, and operations to align customer service initiatives with company objectives
• Led weekly team meetings to communicate updates on company policies/procedures, changes, or important information affecting the CSR department
• Trained new hires on the company’s products/services knowledge base as well as effective communication techniques with customers
• Implemented performance incentive programs to motivate CSR team members and improve overall productivity levels
• Demonstrated strong leadership skills by fostering a positive work environment that encouraged teamwork, collaboration, and professional growth
• Mentored junior CSR team members, providing guidance on best practices for handling difficult customers or challenging situations
Manager
SBC Communications-Dallas, TX
November 2010 to July 2021
• Exe Admin
• set up telephone line connections
• disconnects/reconnects/installs/transfers
• several computer systems
• payroll for the call center
• internet connections
• travel arrangements to/from for the Executives
• party planner for the department of telephone
• Q&A of Agents
• etc.
Broker / Dispatcher
Tas Logistics Inc-Garland, TX
October 2000 to September 2010
• manage trucker’s travel account
• broker the load (put the trip together)
• dispatch drivers
• managed accounts payable/receivable
• call placements
• open accounts with new companies
• hire new employees/layoffs
• filing alpha/numeric etc.
Education
13 in Computerized Business Systems
Computer Learning Systems-Los Angeles, CA
January 1991 to November 1991
High school diploma
Skills
• Customer service (10+ years)
• Cash handling (10+ years)
• Team management (10+ years)
• Management (10+ years)
• Administrative experience (10+ years)
• Supervising experience (10+ years)
• Windows Remote Desktop (10+ years)
• Leadership (10+ years)
• Shift management (10+ years)
Languages
• English
Certifications and Licenses
Computerized Business Systems
Certification,
November 1991 to Present
Driver's License
Certified Payroll Professional
Groups
Admiral, Texas Navy Association,
September 2017 to Present
• Admiral Duties
Eastern Star
January 1999 to Present
• Eastern Star Duties
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