Summary
Overview
Work History
Education
Skills
Timeline
Generic

Scotty Johnson Jr

Virginia Beach

Summary

Dynamic Team Leader with a proven track record at Planet Fitness, excelling in performance improvement and people management. Enhanced customer satisfaction through effective issue resolution and team motivation, resulting in increased loyalty. Skilled in fostering collaboration and building relationships, while driving team success through targeted coaching and goal setting.

Overview

20
20
years of professional experience

Work History

Team Leader

Planet Fitness
10.2024 - Current
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Assisted in recruitment to build team of top performers.

Customer Service Representative

Planet Fitness
03.2023 - 10.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.

Retail Sales Associate

Sam's Club
01.2005 - 03.2023
  • Greeted customers and helped with product questions, selections, and purchases.
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.

Education

High School Diploma -

Ocean Lakes High School
Virginia Beach, VA
06-2002

Skills

  • Teamwork and collaboration
  • Problem-solving
  • Attention to detail
  • Team motivation
  • People management
  • Work planning
  • Performance improvement
  • Goal setting
  • Relationship building
  • Issue resolution

Timeline

Team Leader

Planet Fitness
10.2024 - Current

Customer Service Representative

Planet Fitness
03.2023 - 10.2024

Retail Sales Associate

Sam's Club
01.2005 - 03.2023

High School Diploma -

Ocean Lakes High School

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Scotty Johnson Jr