Experienced Operations & Customer Service Leader
Resume:
Errica Johnson-Smith
Plano, TX *****
*********@*****.***
Professional Summary
Highly experienced professional with a strong background in customer service, team leadership, and operational management. Proven ability to supervise teams, coordinate schedules, and resolve conflicts with diplomacy and efficiency. Brings over a decade of experience in both property management and entrepreneurial settings, with a focus on employee training, payroll, and customer satisfaction. Willing to relocate to: Dallas, TX
Authorized to work in the US for any employer
Work Experience
Leasing Agent
Liberty staffing Employment agency-Raleigh, NC
March 2023 to September 2025
Assisted prospective tenants with property tours and leasing applications Provided detailed information about rental terms, community amenities, and availability Handled customer service inquiries via phone, email, and in person Processed rental applications and performed background checks Managed lease agreements and maintained organized digital records Utilized Microsoft Office Suite and property management software for data entry and reporting Collaborated with maintenance and management teams to address tenant concerns promptly Truck Driver
San Antonio, TX
April 2020 to January 2023
Operated commercial vehicles for long-distance hauls across multiple states Ensured timely delivery of goods while maintaining compliance with DOT regulations Performed pre-trip and post-trip inspections for vehicle safety and maintenance Maintained accurate logs of driving hours, fuel usage, and delivery schedules Communicated with dispatch and logistics teams to coordinate route planning and updates Secured cargo using appropriate methods to prevent damage during transit Provided excellent customer service at delivery and pickup locations Assistant Manager
R&S Dairy Queen-San Antonio, TX
April 2017 to January 2018
Supervised a team of 15-23 employees across multiple shifts, ensuring operational efficiency and a positive work environment
Served as scheduling coordinator, maintaining consistent coverage while balancing employee availability and business needs
Delegated daily responsibilities and monitored team performance to maximize productivity Strategically calculated payroll hours per employee to align with budget and labor standards Managed inventory and placed orders to maintain adequate stock levels while reducing waste Acted as liaison between staff and upper management to ensure smooth operations and timely fulfillment of orders
Conducted interviews and hired new staff based on company standards and culture fit Addressed customer concerns promptly with professionalism and tact, resolving issues to retain business Trained new employees in company policies, food safety, and customer service practices Led regular staff meetings to communicate updates, goals, and feedback Maintained high standards of cleanliness, food quality, and customer service compliance Owner/Operator, Cosmetologist
Healthy Hair With Style
June 2001 to June 2017
Founded and operated a successful salon business, managing all aspects of operations and client services Supervised 15-23 stylists and support staff, providing guidance and performance evaluations Fielded high volumes of calls and emails daily, booking appointments and addressing client needs efficiently
Handled customer complaints with empathy and discretion, ensuring satisfaction and loyalty Generated new business leads through referrals, promotional efforts, and excellent service delivery Built long-term client relationships through consistency, professionalism, and personal connection Developed and maintained stylist schedules to accommodate demand and employee preferences Oversaw all health and sanitation protocols, including sterilization inspections Managed payroll operations, tracking hours and ensuring accurate and timely compensation Procured and managed inventory for salon products, ensuring availability and cost control Performed front desk operations, including receptionist duties and training staff in customer-facing roles Conducted in-depth client consultations to tailor services to individual style preferences Facilitated employee onboarding and ongoing training, fostering a positive and professional work culture Held regular team meetings to align business goals and encourage collaboration Leasing Consultant
Education
Hicks Beauty School
January 1998 to December 2001
High School Diploma
O.W. Holmes High School
January 1980 to December 1980
High school diploma or GED
HIGH SCHOOL
U.S. Army
U.S. Army
Skills
• Rental history checks
• Store management
• Receiving shipments
• Customer communication
• Communication platforms
• Customer relationship management
• Computer skills
• Flatbed
• Comfortable handling administrative duties, training programs, and client
• Phone etiquette
• Office management
• Appointment scheduling
• Income verification
• Calendar management
• Analysis skills
• Assistant Manager Experience
• Product presentation
• Yardi
• Strong leadership and staff coordination in fast-paced environments
• Customer service
• Landlord-tenant law
• Microsoft Outlook
• Productivity software
• Property showing
• Security deposit management
• Computer operation
• Effective problem-solving and conflict de-escalation techniques
• Exceptional customer service and interpersonal communication
• Relationship selling
• LIHTC
• GPS
• Customer support
• Attention to detail
• Documentation review
• Facility security systems
• Retail sales
• Lease compliance oversight
• CMMS
• Tenant employment verification
• Sales negotiation
• Microsoft Office
• Annual recertifications for public housing
• Tractor-trailer
• Online rent payment systems
• Supervising experience
• Greeting customers
• Social media management
• Lease document preparation
• Section 8
• Typing
• Property management
• Windows
• Time management
• Computer literacy
• Delivery driver experience
• Rent adjustment
• Organizational skills
• Skilled in payroll, scheduling, inventory management, and record-keeping
• Leadership
• Dump truck
• Property leasing
• English
• Agency-based debt collection
• Customer needs analysis
• OneSite
• Basic math
• Office experience
• Cash handling
• Test automation
• Plumbing
• Tenant criminal history checks
• Tanker
• Housing application processing
• Tenant identity verification
• Driving
• Negotiation
• Shuttle driving
• XML
• Public speaking
• Tenant credit checks
• Phone call management
• Account management
• Microsoft Excel
• Management
• Administrative experience
• Achieving sales targets
• Bookkeeping
• Business Analysis
• Rent late fee assessment
• Marketing
• Virtual tour software
• Closing sales
• CRM system proficiency
• Commercial driving
• Collaborative team player and self-motivated independent worker
• Right-of-first-refusal management
• Call center experience
• Microsoft Word
• Lease amendment preparation
• Maintaining an organized workspace
• relations
• Data entry
• Fair Housing regulations
• Inventory control
• Communication skills
• CRM software
• Teamwork
• Live chat
• Clean workspace maintenance
Languages
• English
Certifications and Licenses
Driver's License
CDL B
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