Customer Service Training & Coaching Leader

Paula L. Johnson

Indio, California

760-***-**** ****************@*****.***

CUSTOMER SERVICE TRAINING & COACHING LEADER

Results-driven coach and customer service training professional with 20+ years of experience developing high-performing teams through structured coaching, communication training, and service-driven accountability. Proven ability to design training pathways, coach frontline and leadership staff, and elevate customer experience through consistency, empathy, and measurable performance outcomes.

CORE COACHING & TRAINING STRENGTHS

Customer Service Training & Coaching

New Hire Onboarding & Skill Development

Call Coaching & Script Development

Performance Coaching & Accountability

Communication & Conflict Resolution

Motivational Leadership & Public Speaking

Service Standards & Quality Assurance

Team Engagement & Retention

Process Improvement & Service Excellence

PROFESSIONAL EXPERIENCE

Executive Assistant – La Quinta Resort 2023–Present

• Support executive leadership while reinforcing customer service standards

• Coach team members on professional communication and guest interaction

• Coordinate training and internal communications

Communications / PBX Specialist – La Quinta Resort 2021–2023

• Delivered high-volume guest communications

• Coached staff on call handling and service recovery

• Improved guest satisfaction through service-focused communication

Regional Account Manager – First Data 2010–2018

• Trained and coached clients and internal teams

• Led presentations on communication and service excellence

President / Owner – PJ Marketing Group, LLC 2006–2010

• Designed customer service and phone-skills training programs

• Created call scripts and coaching tools

• Implemented monitoring and feedback programs

Insurance Associate National Recruiting Manager – AFLAC 1998–2005

• Recruited, trained, and coached professionals nationwide

• Developed onboarding and performance coaching systems

TECHNOLOGY & SYSTEMS

Salesforce Excel Word Alice SALT Avero NEO Renivate OnQ

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