Operations & Customer Experience Leader

Shantae Johnson

Bowie, MD • 202-***-**** • ******************@*****.***

Operations Client Support Administrative Leadership

Professional Summary

Motivated operations and customer experience professional with 10+ years of leadership in logistics, retail operations, and client service. Proven ability to manage teams, optimize workflows, maintain inventory accuracy, and deliver high-level support in fast-paced environments. Strong communication, problem-solving, and organizational skills. Seeking a corporate role to contribute operational excellence and leadership to a growth-focused organization.

Core Competencies

Operations Coordination • Customer Support • Administrative Support • Inventory & Data Management • Loss Prevention • Process Improvement • Team Training • Microsoft Office • Google Workspace • POS & CRM Systems

Professional Experience

Lyft — Driver (Independent Contractor) — Jan 2025 – Present

Provide reliable customer transportation while maintaining punctuality and professionalism

Manage route planning, payment processes, and customer communication

Maintain top performance ratings through strong communication and problem-solving

Operations & Store Manager We Notice LLC — Annapolis, MD — Feb 2021 – Jan 2025

Managed daily store operations, customer service, and staff scheduling

Improved inventory tracking and POS systems

Resolved customer issues and escalations

Supported brand growth and social content initiatives

Loss Prevention Officer Best Buy — Columbia, MD — Dec 2020 – Jul 2021

Monitored surveillance and prevented loss

Conducted investigations and reports

Assisted with opening and closing procedures

Delivery Team Lead / Driver Trainer FedEx — Beltsville, MD — Apr 2013 – Nov 2023

Delivered packages with accuracy and strong customer service

Trained new drivers and guided safety procedures

Managed delivery routes and customer issues

Education

Howard Community College — Columbia, MD

General Education Coursework

Technical Skills

Microsoft Office • Google Workspace • CRM & POS Systems • Adobe Photoshop • Mac & Windows

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