Customer Service Sales

RODNEY D. JOHNSON

***************@*****.*** 682-***-**** www.rodneyjohnsonux.com

I am a UX Designer with a background in small business development. I am focused on business improvement and growth by better understanding user needs and concentrating on their first and last interaction. I utilize empathy, innovation, and creativity to design experiences that strengthen the user’s connections with the organization.

Area of Expertise

Wireframing User Research Business to Business Sales Prototyping Information Architecture Team Building & Training Usability Protocols HTML/CSS Product Management

Personal Experience

Tech-Forty- Austin, TX June, 2017 to Current

UX Designer

As an integral part of Tech-Forty’s Product Team, my mission as a UX Designer is to create engaging user experiences that help our clients achieve core business objectives. As a UX Designer I am involved in the entire product development lifecycle, including user research and analysis, ideation, planning, and execution.

I am part of the on-boarding of the client meetings. To understand the needs, as well as setting expectations as in what we will deliver to the client. Doing this by managing budget, deliverables, time frame etc.

I also do research into the clients company as well as its competitors. I do competitive and heuristic analysis, and user flows and maps to ensure that we are solving and enhancing the overall user’s experience for the client.

I am involved in the brainstorming, sketching and prototyping phases of all projects. I am also in charge of user testing, and any iterations that may need to be done after user testing.

When the project is complete I hand the project off to our development team. Delta Airlines- Dallas/Fort Worth, TX August, 2015 to May, 2017 Customer Experience Specialist

Primary responsibility is to effectively listen, quickly identifying and owning agent software issues, making quality decisions, multi-tasking, and interacting with a globally diverse group of agents and colleagues.

As a UX Tester it was often my job to observe agents using prototypes of the software and identify what changes needed to be made, as well to improve the overall experience that agents had using the updated software.

Trained all new team members on software changes and helped insure that new team members were following DOT compliance. My training increased efficiency conversion to new software changes.

Communicated regularly with direct supervisor of my department to ensure that our customer’s satisfaction was a priority. Held weekly meetings to go over design changes based on current user’s feedback.

Responsible for contacting and maintaining contact with ATC and Flight Ops. To ensure that current system software was being used effectively.

Future Payment Technologies- Dallas, TX February, 2013 to April 2015 Corporate Sales Manager

Successfully managed a team of 13 outside sales agents with the number on grossing sales team for multiple quarters. These contracts represented 35% of the total sales revenue.

Recruited and trained all new team members and help each new sales agent obtain contracts in first month of being with company.

Managed receivables and profit for assigned customers.

Collaborated daily with customers about updates to their orders or new products available.

Communicated regularly with president of company to ensure sales, and customer services, output rates were efficient.

Communicated the status of customer’s orders / issues daily, via phone calls, emails, fax R4 Industries- Arlington, TX October, 2007 to February, 2013 VP of Operations

Complete responsibility for the operational functions of the business including, purchasing, designs, software acquisitions, production, shipping, receiving, quality control, and customer service.

Managed an operations team of 10 individuals to procure, receive, produce, QC and ship 97%of our customer’s orders on time. Achieved expectations for productivity and efficiency levels

Negotiated with suppliers to achieve a 18% reduction in cost rates based on our annual volume of products

Created the necessary processes to bring consistency in quality to our receiving and production departments. Achieved a defect reduction of 25% Production Manager July, 2004 to October, 2007

Promoted to manager position to recruit, train and supervise 5+ production employees. Foster an environment in which employees enjoyed high levels of productivity and were motivated to deliver top performance. Managed back-end operations to ensure efficient transactions leading to a more efficient invoicing, accounts receivables and customer service process.

Supported the business growth of 150% through the management of human and capital resources.

Reduced staff turnover by 15% in 2011, benchmarking a record setting improvement in staff retention due to the success of employee-development and morale building programs.

Elevated our customers’ delivery experience index from 66% to 90% within two years; ensured the swift resolution of customers issues to preserve customer loyalty while complying with company policies.

Exemplified the second to none customer service delivery for which R4 Industries, Inc. is recognized with all of its customers.

Education and Training

General Assembly Austin, TX University of Texas at Arlington, TX UX Designer Immersive Business Administration

Software

Axure, Sketch App, InVision, Adobe Suite, GitHub, Final Cut Pro

Contact this candidate