Amanda Johnson

Experience

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  Solstas Lab Partners

  Jul 2011 - Jun 2013

  Phlebotomist

  Drawing blood samples in a sanitary and safe way. Keeping patients comfortable and calm during collection. Assisting with processing. Correct handling and labeling of specimens. Medical treatment when necessary.

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  LabCorp

  Jun 2013 - Feb 2015

  Specimen Accessioner

  Handling, labeling, and processing specimens for transport and testing. Assisting in testing when needed. Troubleshooting errors and assisting with stocking.

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  Key Benefit Administrators, Inc.

  Feb 2015 - Feb 2017

  Customer Service Representative- Tier 2

  Collaborated with cross-functional teams to identify and address challenges in the medical insuranceinformation request process, resulting in a 30% reduction in unresolved tickets and improved customersatisfaction.Drove the successful resolution of complex issues by conducting comprehensive research, contributing to a 25% reduction in unresolved cases within the department.Maintained a 100% accuracy rate in handling and resolving referred tickets, consistently ensuring theprovision of precise and relevant information to internal departments and stakeholders.Implemented a centralized ticket referral system, which successfully expedited the resolution process,resulting in a 30% increase in efficiency and a 15% reduction in processing errors. Show less

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  Lowe's Companies, Inc.

  Sept 2017 - now

  Led a team of 2 managers and 15 individual contributors to improve the operational integrity of Lowes.com, resulting in an increase in website accuracy and a significant boost in customer satisfaction.Utilized KPIs, analytical methods, and customer insights to enhance the omni-channel customer experience.Responsible for multiple executional levers for Lowe’s.com to adjust selling experience and correct inaccuracies that best meet customer experience and business needs. Coordinated with an offshore team to implement a follow-the-sun model, providing round-the-clock coverage for Lowes.com.Coordinated and directed business priorities for Online Merchandise and Digital Commerce, ensuringseamless issue management and prioritization for technical teams, resulting in enhanced customersatisfaction.Managed team coordination during priority events, resulting in seamless execution during large holidaypromotions and preparation for Command Center activities. Show less Managed a fully staffed team overseeing issue triage regarding Lowes.com, specifically covering the Home Décor and Seasonal divisions. Onboarded and provided continued education to the team, ensuring prompt communication on process changes to prevent errors. Handled difficult conversations in a collected manner and with a neutral stance. Provided effective coaching when necessary, resolved conflicts within the team and with merchandising partners, and educated partner teams on proper expectations when necessary.Consistently assisted and monitored concerns from partner teams, including executive level complaints and legal concerns to guarantee appropriate and positive outcomes for both the customer and Lowe’s.Achieved a 99% Leadership Effectiveness rating and received 100% on Direct Manager Feedback in the 2021 and 2022 BEST Survey, attributed to focusing on the development and support of direct reports to reach their highest potential. Nominated and selected to participate in the Advanced Leadership Program for Managers, graduating in June 2023. ALP-M is a 3-month cohort designed to strengthen the Lowe’s leadership bench by delivering an immersive development experience that accelerates the capabilities of key talent at the manager level.Monitored trends, both positive and negative, within my divisions to report to leadership via the weeklybusiness review, ensuring follow-ups were completed to successfully resolve issues.Rapidly mastered the ServiceNow administrative role following organizational changes, resulting in a 30% reduction in response time for change intakes and efficient stakeholder communication until completion. Show less Specifically responsible for issue triage pertaining to online merchandising, product pricing and availability, search, navigation, ratings and reviews, and encompassing all product related issues in regards to Lowes.com, LowesForPros.com, mobile on web, and iOS/Android appsHandles issue intake and monitoring including monitoring mailbox, taking phone calls, working a weekly 24 hour rotational on-call schedule for emergency issues, working ITSD queues, working Jira queues, addressing walk-up inquiries, on-call support, etc.; logs request into system of record (Jira). Responsible for issue triage to develop and begin leveraging subject matter expertise to understand broader omni-impacts; participates in review and/or reassignment of priority based on available data for complex issuesCommunicates issue corrective actions to resolve when the issue is easily identified/resolution is known during triage; participates in broader issue resolutions as needed (e.g., executive level issue/senior task)Participate in issue backlog management to review on-going analysis and resolutions to known issuesResponsible for issue trend monitoring to proactively monitor inbound queues/available tools for actionable changes in defined KPIsDeveloped skillset for release sign-off and readiness by identifying business impacts/outages, participate in demos, user acceptance testing, and accept known issues/defects from Product Management in assigned productDeveloped skillset to support production changes to review and approve intraday/emergency/expedited changes in product with consideration of the broader omni-channel impact Show less Managed intake of potential defects for Lowes.com product, pricing, search and navigation, and ratings and reviews issues, and reported each to the appropriate team for resolution if needed.Conducted initial triage on reported issues to discern process gaps or legitimate defects in Lowes.com,streamlining the resolution process.Collaborated across multiple teams, acquiring comprehensive understanding of their functions and efficiently addressing arising defects.Tracked and managed defects, ensuring swift resolution and optimizing operational efficiency.Assisted in project assessments, research, and monitoring for key projects like Fusion Search Engine,Review Sweepstakes, and CA Proposition 65, contributing to their successful execution. 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  • Senior Manager - Digital Commerce Support

    Aug 2023 - now

  • Online Support Manager

    May 2020 - Aug 2023

  • Senior Analyst Resolutions

    Sept 2018 - May 2020

  • Analyst Resolutions

    Sept 2017 - Sept 2018