Megan Johnson
Smyrna
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
8
8
years of professional experience
Work History
Customer Experience Manager
Victoria’s Secret
01.2021 - Current
- Supervised the daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Drove excitement and encouragement to associates and other members of the sales leadership team to ensure complete customer satisfaction and positive business results
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Utilized company policy to troubleshoot and stay proactive to keep staff and customers satisfied.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Responsible for strategizing payroll for the store to be cost-effective
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
Registered Behavioral Technician
key autism services
01.2019 - 01.2021
- Reduced maladaptive behaviors by utilizing Applied Behavior Analysis techniques effectively.
- Supported clients in achieving their goals through consistent data collection and analysis.
- Increased client engagement by employing creative and age-appropriate activities during sessions.
- Established rapport with clients, fostering trust and positive relationships that facilitated learning opportunities.
- Promoted a safe environment, ensuring adherence to agency policies and procedures.
- Consistently met compliance requirements by maintaining up-to-date certifications and trainings.
Sales Lead
the children’s place
01.2016 - 01.2019
- Trained, coached, and mentored new sales associates for maximum performance.
- Provided ongoing coaching to team members, fostering a supportive environment that encouraged professional growth and skill development.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service-focused associates, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Education
Bachelor's - Psychology
Kennesaw State University
Kennesaw, GA01.2019
Skills
- Hiring and developing talent
- Cross-Functional Collaboration
- Customer Empathy
- Data Analytics
- Performance Evaluations
- Training and Onboarding
- Building and maintaining relationships with customers and coworkers
- Customer Service
- Collecting, analyzing, and presenting data while making decisions based on the data
- Troubleshooting efficiently
- Collaboration
- Proactive and innovative
References
Stephen Gilley, 404-465-0804
Timeline
Customer Experience Manager
Victoria’s Secret
01.2021 - Current
Registered Behavioral Technician
key autism services
01.2019 - 01.2021
Sales Lead
the children’s place
01.2016 - 01.2019
Bachelor's - Psychology
Kennesaw State University
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