Mykea Johnson Email & Phone Number

Miami-Fort Lauderdale Area

Administrative Duties:Client OnboardingTeam Staffing & ManagementStrategic and Consultation Duties: (Brand Centered)Business, Brand, and Media StrategyTechnology StrategyCreative Duties: (Brand Centered)Branding & Logo DesigningShows & Event AssetsSocial Media Graphics (Banners and Post)Content Development (Website, Funnels, and Social)Technology Implementation: (Business & Brand Focused)Website Creations and UpgradeSaaS Platform Configuration and IntegrationsProduction Duties:Light Production via StreamYard & ZoomEvent ManagementShow Management

Sunrise, Fl

Remote: Part-Time Project Manager and creative director for small business website clients. Complete sales lead calls, Research and prepare a proposal for the project. Accept Payments. Develop project tracks and milestones. Setup and configure WordPress and hosting accounts. Manage project progression. Create graphics and minimum content for the website. Test the websites prior to deployment to the client's domain. Maintain the client's account. Train clients and their staff on any software or tools integrated.Projects require 3rd party software integrations and configurations. Tools used to manage projects: Clickup WHM, Cpanel, WordPress, MySQL, WHCMS, Dusado

Plantation, Fl

SaaS in office Support Analyst Enterprise Construction Management Software Work directly with fortune 500 executives and administration teams NationwideManage incoming cases via e-mail or phone. Manage problems of the case from beginning to closure. Creating New Account Shells (Fully implement and setup configurations for new accounts after deal within e-builder); Assist with implementation of the software and provide support during implementation. Create workflows, processes, and 3rd party custom integrations within e-builder via API keys. Provide additional support for all modules including cash flow and cost modules within e-builder. Create custom BI reports.Create reports and attend weekly meeting for assigned clients. Work closely with development and Product Managers to create training documentation and custom integration guides.Train new support analyst on tools and e-builder within 6 weeks of hiring.

Miami, Fl

Supported the coaching and development of a team of 20-25 agents. Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identified and evaluated state-of-the-art technologies; defined user requirements; established technical specifications, and production, productivity, quality, and customer-service standards; contributed information and analysis to organizational strategic plans and reviews. Maintained and improved call center operations by monitoring system performance; identified and resolved problems; prepared and completed action plans; installed upgrades. Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; managed scheduling systems; communicated job expectations; planned, monitored, appraised, and reviewed job contributions; planned and reviewed compensation; enforced call center and client policies and procedures. Met call center financial objectives by estimating requirements; prepared an annual budget; scheduled expenditures; analyzed variances; initiated corrective actions. Prepared call center performance reports by collecting, analyzing, and summarizing data and trends. Maintained equipment by evaluating and installing equipment; developing preventive maintenance programs; called for repairs; Maintained professional and technical knowledge by tracking emerging trends in call center operations management; attended educational workshops; reviewed professional publications; established personal networks; benchmarked state-of-the-art practices; participated in professional societies. Accomplished organization goals by accepting ownership for accomplishing new and different requests; explored opportunities to add value to job accomplishments. Solved escalated customer issues in a courteous, friendly and professional manner using client approved procedures.

Virtual

Saas: Remotely Accept inbound cases, calls, chats, and emails; resolve technical issues arise via UltiPro.com, clients dedicated server environments, security access, salesforce, and SQL database; closed 50+ cases weekly with 10+ highly satisfied surveys; assist with software training in onboarding and payroll process on web and back office clients, create system templates, alter system expressions, and calculations as needed; assist with payroll calculations, wage attachments, check printing and imaging, direct deposit transmissions, hiring and terminating employees in system, creating earning, deduction, benefit codes, create payroll templates, etc.

Remote

Remotely Accept inbound chats via Apple.com website by clients; Provide outstanding client support to creating a friendly and memorable experience when chatting in; Connect, assess and understand customer's needs and expectations when using their iOS, other mobile AppleDevices, and Apple and limited third party applications; Empower clients to utilize steps and tools while troubleshooting and resolve issues that have hindered their user experience; Provide guided steps, articles, and forum links from our Apple website for clients to reference in the futureto learn and understand features and additional support avenues; Set up repairs or reserve Apple Retail Store reservations as needed; Offer other services that may fulfill additional needs; Work collaboratively with a highly innovate and supportive team to resolve rare issues and suggest creative ways to always enhance user experience internally and externally; Participate in newly launched programs by Apple to improve the Apple product and service experience internally and externally.

Miami, Fl

Recognized as the Employee Experience Captain: No turnover, 2 Leadership Promotions, 1 Full Time Sales Promotion due to my direct training. Sales Team succeed sales goals at 130% for 3 months during down season, consistent 110% sales goal reached 8 months consecutively. Recognized as #3 in top 10% sales consultant in the district, #5 in the territory. Store recognized as Gold Star Performance and training store for Upper Management from other locations; recognized and rewarded for 100% inventory accuracy, 0% shrink for 5 months, 0% write-off for 6 months. Provided direct supervision, coaching, training, development, and performance management of supervisors and associates. Shared accountability with other store leadership to develop talent and build a sales culture where employees clearly understand what is expected to deliver business results. Delivered on all aspects of the sales experience through all touch points with Best Buy inside and outside of the store (eg. Online, Services, Delivery/Installation, Solutions etc.). Drove positive outcomes of key sales indicators in support of Revenue, Margin, and NOP goals. Integrated partnerships and 3rd party programs specific to sales, training, and customer-facing initiatives to ensure a seamless experience. Engaged customers using selling skills to build complex, connected solutions while maintaining a balance of high velocity and high service. Motivated, coach, recognize, and performance manage employees to reach their full potential. Supervise staff including training, coaching & counseling, preparation of schedules for retail staff in compliance with payroll guidelines and customer flow; Perform Key Holder duties (opening and closing store, manage deposits and safe, cash on hand verification, change orders, daily and monthly sale reports); Responsible for store inventory (shipping and receiving merchandise, store write off and audits, customer’s online order management, in stock manual counts);

WAH CSR (in center training); Inbound technical support calls (satellite services); General CSR duties such as bill payments and explanations, orders, upgrades, initial activation and reactivation, educations, and Self-Help.

Miami, Fl

WAH;(Support Wireless Service Provider) Managed and directed activities and upskill of a team. Supervised, planned, and managed functions Monitored, scored and provided feedback to agents regarding call quality, compliance, and productivity Provided coaching, evaluation and assistance to agents regarding performance and work duties while assuring accomplishment of established Key Performance Requirements. Answered agent questions and accept and respond to escalated calls; Managed client expectations for call handling procedures and service level expectations. Communicated clear expectations for performance and attendance, and hold agents accountable for delivering on what’s expected. Identified customer trends and communicate proposed changes or department needs to Center; Management Team. Other duties as assigned by Center Management.

Aventura, Fl

Unload shipment trucks and place merchandise on correct department palettes; Handle bulk and light unloading; Stock store shelves with merchandise in its corresponding locations; Clean boxes from throughout store; Set up seasonal shelving and special displays as necessary (Plan-o); Inventory count and labeling

Miami, Fl

Created, planned and implemented account plans to direct sales efforts; Conferred with new and potential clients to determine their needs and provide them insight into the company’s services; Developed and maintained lasting relationships with clients with a view to ensure recurring business; Maximized cross-selling opportunities within existing client relationships; Educated clients about the company’s products and services and answer questions and queries; Ensured appropriate utilization of resources such as budget, time and collateral; Assisted marketing and sales teams in marketing and sales plans; Researched market trends and create reports for the benefit of decision making; Maintained constant contact with clients to ensure satisfaction; Received complaints from clients and take serious measures to resolve them; Created and maintained client records and sales and prospecting activities such as presentations, closed sales and follow-up activities; Ensured that effective relationships are established and maintained with all key workers associated with account management; Created price quotations for clients and make amendments according to clients’ ability to pay; Developed a database of strong leads through referrals, networking, and email marketing; Ensured that “do not call” lists are respected completely. Maintained in office Supplies and Inventory Orders; Handled Accounts payable and accounts receivable; Managed timesheets; Created advertisement flyers and letters; Performed general office duties;

Miramar

CSR; Floor Team Lead; Assisted team members with challenging client issues including escalated interactions. Coached and provided useful resources to peers to develop their expertise. Assisted with development of soft skills. Inbound Calls: General customer service inquiries, billing, upgrades, level one troubleshooting, account changes; Top Quality Assurance Scores; Awarded for knowledge of procedures and displaying superb customer service skills;

Hialeah, Fl

Employee of the Month 5 months consecutively; Effectively lead the restaurant while the Manager or Asst. Manager is not present; Responsible for monitoring training and development of new employees on shift; Assist with labor management costs; Lead each shift by delegating duties, assigning tasks, and following up with all team members; Must be proficient in each area of the restaurant to assist when necessary; Acts with integrity and honesty while promoting the Arby's culture; Follow inventory control procedures to reduce product loss; Maintain cleanliness and organization throughout the restaurant; Manage time effectively and meet all job responsibilities; Maintain a positive work environment for employees and guests; Prepare foods when necessary; Ensure all food items are prepared according to the Arby’s standards of quality, consistency, and timeliness; Check food quality and temperatures throughout the day to maintain Health and Safety regulations; Follow proper sanitation and safety procedures including knife handling and kitchen equipment; Maintains regular and consistent attendance and punctuality; Identify back-ups in the kitchen and work with managers to re-organize human resources

Bachelor Of Arts (Ba), Information Technology

Coding

Completed HTML, CSS, Java Script, Ruby

Ged, General Education

GED;

Business/Corporate Communications

Business Management; Obtained 60 Credits.

Computer Science

CS 1050 Led by HarvardX