VICTORIA JOHNSON
Atlanta
Summary
Dedicated and results-driven professional with 8+ years of high-volume customer service and financial operations experience, specializing in problem resolution, leadership support, and member engagement. Seeking to leverage strong communication, analytical skills, and team leadership background into a Customer Experience Manager, Operations Supervisor, or Member Services Director role.
Overview
11
11
years of professional experience
Work History
Member Service Representative IV (MSR IV)
Navy Federal Credit Union
09.2017 - Current
- Provide expert-level member assistance in a high-volume call center environment.
- Support team operations by being accessible for member and peer inquiries.
- Demonstrate strong decision-making by efficiently managing time and adherence targets.
- Mentor peers through IGA Tier 1 Assist with guidance and performance support.
- Navigate multiple internal systems to deliver accurate solutions.
- Maintain extensive knowledge of NFCU policies, procedures, and financial services.
- Promote first-call resolution by researching discrepancies and resolving issues.
- Identify and prevent potential fraud by recognizing behavioral and transactional red flags.
- Maintain strong compliance with federal/state regulations.
- Balance member service and operational demands during peak periods.
- Assist in training new representatives through shadowing and coaching.
- Remote
Operations Manager — Patient Transport & Valet
TouchPoint Contract Services
Florida
07.2015 - 10.2016
- Oversaw daily patient transport operations ensuring safety and timely service delivery.
- Supervised and trained new team members on transport protocols.
- Delegated tasks and coordinated workload distribution.
- Maintained logs, reports, and documentation with accuracy.
- Ensured compliance with hospital safety regulations.
- Improved efficiency by optimizing workflows.
- Handled escalations and resolved service concerns.
- Supported valet operations during high-traffic periods.
- Ensured seamless coordination with hospital staff.
- Demonstrated adaptability across multiple operational roles.
- Recognized for high professionalism and reliability.
Operations Manager — Church Support Services
Florida
07.2015 - 10.2016
- Coordinated church service logistics, scheduling, and volunteer operations.
- Managed event setup, traffic flow, and congregation support services.
- Ensured smooth transitions during services and special events.
- Oversaw volunteer performance and provided guidance as needed.
- Maintained operational organization and service flow.
- Collaborated with church leadership to improve service efficiency.
- Assisted with community event planning and implementation.
- Ensured safety and order during large gatherings.
- Provided on-site support for special programs and events.
- Resolved operational issues promptly.
- Delivered consistent and reliable service support.
Education
Business Technology
Atlanta Technical College
Atlanta, GACosmetology Certification - undefined
Lovett Beauty School
Lake City, GA02-2022
Skills
- Customer Service Excellence (8 years)
- Call Center Operations (Remote & High Volume)
- Leadership & Team Mentoring
- Microsoft Office & Multi-System Navigation
- Problem Resolution & First Call Resolution
- Fraud Prevention & Red Flag Analysis
- Financial Product Knowledge (Navy Federal)
- Regulatory Compliance Knowledge
- Time Management & Scheduling Adherence
- Conflict Resolution & De-escalation
- Adaptability & High Productivity
- Performance Coaching & Peer Support
- Call center experience
Timeline
Member Service Representative IV (MSR IV)
Navy Federal Credit Union
09.2017 - Current
Operations Manager — Patient Transport & Valet
TouchPoint Contract Services
07.2015 - 10.2016
Operations Manager — Church Support Services
07.2015 - 10.2016
Cosmetology Certification - undefined
Lovett Beauty School
Business Technology
Atlanta Technical College
AWARDS & RECOGNITION
Sustained Superior Performance (SSP), Feb 2025, Team Member of the Month, June 2025