Diana Johnson

832-***-**** E-mail:accsdz@r.postjobfree.com

OBJECTIVE

To contribute strong background in solutions implementation and customer service, along with drive for

excellence and success, to your organization.

Professional Profile

Effective, personable team player with interpersonal skills and demonstrated ability to handle

customer questions and objections.

Customer-focused communicator with ability to understand and convey complex product

information, develop rapport, build strong relationships with customers.

Goal-driven, dedicated analyst with more than twenty-Five years of customer service and

operations background.

Understand regulatory, compliance and legal framework applicable within lob.

Energetic contributor with demonstrable detail orientation and multi-tasking proficiency.

Perform independently with minimal supervision, as well as contributing and collaborating as

productive team member.

Escalation point of contact for complex matters.

Successfully trained staff in office systems, databases, policies and procedures.

International finance banking experience.

Executive Specialist II - Sr. Operations Specialist II

Promptly responded to general inquiries from customers, state and federal agencies (e.g. Dodd

Frank Act etc.) via e-mail, fax and general mail within SLA.

Managed assigned Spanish inquires/calls.

Investigated facts of cases using pertinent sources to determine causes of action and forward to

legal department, when applicable.

Created new processes for increasing customer satisfaction.

Cross-trained and provided back-up in the absence of team members.

Developed and implemented policies, procedures and process improvement initiatives to

improve retention and increase customer satisfaction.

Recommended changes to existing methods to increase the accuracy, efficiency and

responsiveness of the department.

Update current procedures and policies under the continuous improvement scope.

Identify, define and implement new improvements in terms of processes within LOB.

Performed High Risk Authentication.

Guaranteed positive experience and resolved customer complaints within guidelines.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Provided accurate and appropriate information in response to inquiries.

Properly directed inbound calls in phone queues to improve call flow.

Diana Johnson- page 2

Logistics Analyst /Customer Service

Manage the flow of product from TRW manufacturing plant in Mexico.

Coordinate shipping/transportation activities required to move product between plant and

supplier.

Work closely with TRW production, Sales, Quality, Engineering, Prototype and Finance to assure

logistics requirements are met and concerns addressed.

Review supplier schedules/releases for variations in shipping requirements.

Establish shipping plan through frequent contact with planners and supplier contacts.

Assist dock personnel to ensure carriers are not held beyond window time minimizing detention

and premium freight charges.

Initial point of contact on all issues related to logistics.

Communicate with plants regarding supplier needs, plant issues, etc.

Regularly interfaced with schedulers, assembly plants (Ford, GM, MX etc.) and supervisors to

obtain inventory level information and other data to prioritize shipments.

Worked independently, but in cooperation with TRW Plant Schedulers, Account Managers,

Quality, and Finance etc. to service assembly plants.

Provide guidance and support to plants and internal departments regarding logistics activities

and requirements.

Prepared customs documentation for international shipments.

Electronically transmitted via Direct Data link all products in transit to inform Ford plants of ETA

for JIT shipments to avoid lane shutdown.

Performed additional duties as required to support plant objective.

HISTORY

Executive Specialist II, JPMorgan Chase Bank, Houston, TX, May 2010 to May 2013

Sr. Operations Specialist II, JPMorgan Chase Bank, Houston, TX, July 2001 to May 2010

Logistics Analyst, TRW Safety Systems, McAllen, TX, June 1992 to June 2001

Sr. Accounting Clerk, TX Commerce Bank, Houston, TX, July 1981 to July 1991

Paralegal, TX Rural Legal Aide, Weslaco, TX, Jan. 1980 to Jan. 1981

EDUCATION

University of Texas Pan American – Edinburg, TX

Government /Political Science

Houston Community College

General courses in Principals of Business Accounting

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