1765 Watson Ave,

SUMMARY EXPERIENCE

07/2011 to 09/2014

07/2008 to 07/2011

05/2006 to 07/2008

, NY 10472 | H: 347.398.0258 | C: 347.872.9530 | minjohnson.fj@gmail.com

Service Delivery Manager I Novitex Enterprise Solutions - New York, NY

Managed the NYC Gap Inc. account with a management fee of 8 employees Accomplished customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees Communicated job expectations; planned, monitored, and reviewed job contributions Planned and reviewed compensation actions Enforced policies and procedures Updated job knowledge by participating in educational opportunities Managed three different locations in NYC and one location in Long Island, NY while billing a management fee of 10 employees. Conducted full monthly internal site audits at each location. In addition, conduct quarterly audits at the One Bryant Park location. One Bryant Park has a staff of 40+ employees. Created presentations and monthly reports using Microsoft Excel, Word, PowerPoint, Publisher and Visio Brainstormed topics for staff daily huddles and the biweekly Northeast Regional Call Established an atmosphere of trust and support; Set a model for employees that reflects the highest ethics, integrity and standards of excellence. Focused on resources on critical needs; define plans and actions consistent with business needs; Organized initiatives to achieve optimal results and critical timelines. Demonstrated sensitivity in cross cultural communications by working closely with mentally challenged individuals on site to build more confidence and handle new tasks assigned to them.

Team Lead Novitex Enterprise Solutions - New York, NY

Supervised at a site of 60+ employees. 20 employees were directly under my supervision. Ran the Kenexa program for the site. Responsibilities included coming up with a plan to improve scores and implementing the plan over a 20 week time period. Assisted with the setting up of the new One Bryant Park location. Responsibilities included developing and implementing new processes as well as providing initial training to new staff members. Organized and hosted weekly TL meetings Performed duties and special requests as assigned by management to include but not limited to: mail services, shipping & receiving, fax services, receptionist, messenger, etc. Responsible for site if manager was not present. Provided management with information and recommendations on HR and/or client related matters.

Customer Service Associate Novitex Enterprise Solutions - New York, NY

Delivered and sorted mail to various floors for the Bank of America site. Held on-site team huddles and recorded huddle notes.

FELICIA RENEE JOHNSON

Bronx

Dedicated and focused Service Delivery Manager who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals.

EDUCATION

April 2003 SKILLS

Processed outgoing and incoming mail using postage machine and FedEx power ship. Arranged messengers to pick up and deliver highly sensitive items using Microsoft Outlook for the source of communications.

Associates Degree: Computerized Office Technologies Monroe College - Bronx, NY

Billing, coaching, counseling, customer service, fax, human resource, notes, meetings, Microsoft Excel, mail, Microsoft Office Professional, enforce policies and procedures, postage meters, presentations, create processes, receptionist, recruiting, scheduling, shipping, supervision, Type 50 wpm