Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kristen Johnson

Greensboro,NC

Summary

Dynamic OJT Coach at United Healthcare with a proven track record in team development and effective communication. Skilled in strategic planning and motivational leadership, I fostered agent growth and enhanced performance metrics. My personable approach and ability to resolve challenges led to improved agent satisfaction and operational efficiency.

Overview

13
13
years of professional experience

Work History

OJT Coach

United Healthcare
08.2023 - Current
  • Facilitated group coaching sessions and provided individual coaching support.
  • Developed relationships with agents to provide ongoing support and encouragement.
  • Provided guidance to agents in overcoming challenges and identifying opportunities.
  • Analyzed agent feedback to adjust coaching sessions accordingly.
  • Monitored metrics, track progress, and relayed feedback to trainer and supervisors.

T2 Advocate

United Healthcare
12.2021 - 08.2023
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.

Associate

Walmart
07.2020 - 12.2021
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.

Host/Waitress

Moose Cafe
08.2017 - 10.2018
  • Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
  • Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
  • Completed daily side work and opening and closing duties without fail.
  • Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.

Assistant Store Manager

Circle K
03.2014 - 08.2017
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Rotated merchandise and displays to feature new products and promotions.
  • Trained and guided team members to maintain high productivity and meet expectations.

Server

Waffle House
06.2012 - 03.2014
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Cultivated warm relationships with regular customers.
  • Used slow periods to restock supplies, ice, trays, and deliveries.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Served food and beverages promptly with focused attention to customer needs.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.

Education

High School Diploma -

Western Guilford
Greensboro, NC
06-2013

Skills

  • Team development
  • Motivational leadership style
  • Personable and friendly
  • Strategic planning
  • Effective communication
  • Group and individual instruction
  • Proficient in excel
  • Subject matter expertise
  • Creative problem solving

Timeline

OJT Coach

United Healthcare
08.2023 - Current

T2 Advocate

United Healthcare
12.2021 - 08.2023

Associate

Walmart
07.2020 - 12.2021

Host/Waitress

Moose Cafe
08.2017 - 10.2018

Assistant Store Manager

Circle K
03.2014 - 08.2017

Server

Waffle House
06.2012 - 03.2014

High School Diploma -

Western Guilford

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Kristen Johnson