Paul Johnson

ac3gxz@r.postjobfree.com

406-***-****

Professional Profile

Top performing, respected and loyal individual with vast knowledge in customer service management, call-center operations within several industries. I have a logical and analytical approach to identify and resolving situations with high potential for conflicts. Well organized and creative with a solid approach to comprehensive information gathering to resolve any issues. Excellent listening skills, empathetic, experienced in negotiations, and ability to develop trust and open communications, calm under pressure, good balance with people and task orientation.

Talent for identifying customer needs and presenting to the customer appropriate company solutions to resolve customer’s issues.

Track record of assessing in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.

Proficient with Microsoft products, Cloud and Mac Operating Systems (including but not limiting Microsoft Word, Excel, PowerPoint®, Access, and Outlook®).

Received an Honorable Discharge from the United States Air Force for 10 years with the rank of Sergeant (E-4) as a storage account manager within the United States and several other countries.

Received a Bachelor’s Degree in Business Management from the University of Phoenix in Las Vegas, Nevada.

Professional Experience

Party Out the Box, Owner, Operator 5/2011 Present

Special Event Coordinator

Coordinating and managing over 5 vendors with events or themed parties ranging from corporate functions, banquet to weddings. Providing entertainment and food services. Contracted Music Director, on-air personality and disc jockey for several Internet radio stations throughout the country.

Key contributor in arranging product sample booth attractions to be set-up and shipped for the trade show by developed a time-line process that links special activities for each event, which results in resolving problems before they arise.

Xanterra Parks & Resorts Inc. 12/2013 – 4/2015

Accounts Receivables Manager

Vital billing operator and analyst for multiple operating systems and currencies managing over three individuals. Proactively researched and analyzed billing and revenue assurance issues around order management and other components of the cash process which improved and enhance processes and operational effectiveness.

Valued member effectively calculating over 500,000 worth of daily deposits compiled from 10 separate department locations throughout Xanterra’s property area. Tracked all delinquent accounts from vendors while paying close attention to any high-risk accounts; this kept the 30 day past due roll rate below 5%.

Web Hosting Group 1/2013 – 11/2013

Billing Specialist Manager

Successfully managing over a team of three while developing billing procedures insuring the resolution to issues in a timely manner. Introduced new billing functionality by making recommendation to executive management, this also improved the work life balance within the company’s structure.

Tele Pacific Communications 2/2011 – 9/2012

Disconnect & LNP Coordinator (Contracted Position)

Reviewed contract status of customers while gathering information to determining services that can be transferred or disconnected. Provided accurate information to customers concerning the connection or disconnect process to their service, which maintained over a 95% completion rate.

AT&T 11/2008 – 3/2010

Customer Assistant (High Speed Internet)

Acknowledged, analyzed and recommended trouble shooting steps for residential and business customers. Providing accurate maintenance information for to their devices; this maintained an average over 85% for customer callbacks satisfaction evaluations and dispatch response.

Credit Acceptance Corporation 2/2006 – 9/2008

Quality Specialist / Training Specialist

Identified and advanced appropriate training programs, materials for collections and customer service departments. Maintained quality records of training actives and employee progress. Implemented up-training program for new recruits and present employees, this increased the collection rate by 15%.

ADT Security Service Inc 2/2003 - 5/2006

Account Manager

Provided Exceptional ability to promptly resolve concerns and satisfy customers’ needs with their alarm service. Collected on any past due amount on accounts always exceeding company’s collection matrix monthly.

First National Bank of Marin 2/2000 - 9/2003

Collections Account Control Supervisor

Effectively managed a team compiled of over 10 team members by educating and aided members on how to handle customers’ accounts that included but not limited charged off account or other account issues. This decrease the 30-day roll rate from 21% to 16%. This ultimately resulted in decreasing the amount of accounts being charged off.

Desert Sky Media 2/1998 -11/2007

Tom Joyner Morning Show Producer / Mix Show Coordinator

Productive On-Air talent consisting of Jazz, Old School, Hip Hop and R/B. Conscientious in programming and coordinating the daily mix shows. Helped improve the station’s rating from a 9% in the winter to a 21% for the spring rating book by scheduling modifications to the programming clock and music.

United States Air Force 3/1987-9/1997

Storage Support Manager

Core manager supervising over 25 warehouse personnel, vast storage warehouses and outside storage locations while reviewing invoice work orders, consumption reports, forecasting peak delivery and receiving periods while issuing work assignments for several teams. Vigorously developed and documented standards and emergency operating procedures for receiving, handling, storing, and shipping materials.

Education

Attained a Bachelor’s Degree in Business Management from the University of Phoenix in Las Vegas, Nevada.

Military

Received an Honorable Discharge from the United States Air Force for 10 years with the rank of Sergeant (E-4) as a munitions storage account manager within the United States and several other countries. Completed Non-Commissioned Officer Preparatory School, Military Leadership School, Supervisory Training Classes, United States Air Force Basic Military Training and Technical Training School.

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