Shalexia Johnson
Covington
Summary
Contact center and logistics professional with advanced experience supporting high‑volume operations, and delivering exceptional customer experience. Strong in cross‑functional collaboration, and escalation management. Skilled at coaching peers, maintaining workflow accuracy, and aligning daily operations with organizational goals.
Overview
9
9
years of professional experience
Work History
Key Account Lead
Marken
11.2017 - Current
- Manage escalated customer issues requiring rapid resolution and coordinate with internal teams to ensure successful outcomes.
- Handle urgent customer requests via phone, email, and web with accuracy, professionalism, and adherence to service standards.
- Lead daily logistics and customer service operations, serving as a go‑to resource for team members in a fast‑paced dispatching environment.
- Collaborated with airline cargo facilities, agents, and internal departments to ensure efficient shipment handling and enhance customer satisfaction.
- Utilize logistics management platforms to process, monitor, and manage critical shipments across medical, aerospace, telecommunications, and high-tech industries.
- Perform quality assurance reviews, identify accuracy gaps, and drive improvements in documentation and process compliance.
- Support onboarding and training of new coordinators; provide real-time guidance during high-priority or complex situations.
- Reinforce adherence to SOPs and serve as a subject matter resource for workflow questions and operational best practices.
- Monitored operational KPIs such as delivery timeliness and communication quality to uphold service levels.
- Conducted root cause analysis for delivery failures and process breakdowns; recommended corrective actions to prevent recurrence.
Education
Some College (No Degree) -
Marietta High School
MariettaSkills
- Root cause analysis
- Quality assurance
- SOP adherence
- Logistics systems
- Workforce coordination
- Microsoft Office
- Team leadership
- Decision-making
- Multitasking Abilities
Timeline
Key Account Lead
Marken
11.2017 - Current
Some College (No Degree) -
Marietta High School