Manager Customer Service

Dee Johnson

Los Altos, CA ***** 408-***-**** acp7ia@r.postjobfree.com

Qualifications

Multi-talented individual seeking to utilize my interpersonal, organizational and technical skills to contribute to the success

of a growing company.

Experienced customer service oriented team player with a technical background

Excellent customer management skills

Produce timely, cost effective, efficient, high quality results

Experienced in process and business improvement

Detail oriented, organized, energetic, intelligent, hardworking

Thrive in a fast-paced, multitasking environment

Excellent communication skills

Experience

Google, Inc., Quality Enforcement Specialist/Technical Support Agent, Contractor 11/ 2013 – 7/2014

Communicate specific quality and policy issues to users and empathetically aid them in joining the Google Helpouts

platform through email and video-chat.

Drive quality improvement initiatives through content reviews and best practices, with attention to detail while

working in a fast-paced environment.

Effectively and judiciously escalate issues.

Assist users and agents by troubleshooting technical issues involving connectivity of mobile devices, networking,

Android OS, and Google Play through email and phone support, ensuring excellent customer satisfaction.

Update knowledge bases and process documents as needed.

Law Office of Terry R. Ellis, Paralegal/Office Manager 3/2011 – 11/2013

Support for civil litigation work in the areas of Family Law, Estate Planning, Unlawful Detainers, and Incorporation,

including case preparation, legal research, investigation, administrative assistance, and client contact.

Prepare ABA Certification Reapproval for De Anza College, including writing reapproval report and creating all

exhibits, gathering statistical information, creating class outlines and schedules, facilitating advisory board committees,

contacting past graduates, conducting surveys and providing budgetary information.

Apple, Inc., Paralegal 9/2013

Analyze, code and process legal documents received by various government or administrative agencies, courts and others in

investigation of regulatory violations or criminal activity worldwide for the Transparency Report team.

Office of the City Attorney, San Jose, Legal Analyst II 5/2013 – 7/2013

Office of the County Counsel, Santa Clara County, Paralegal 12/2012 – 5/2013

Draft motions, letters, affidavits, initial disclosures, discovery requests and responses

Analyze facts and locate supporting documents

Subpoena records and witnesses

Create time lines

Perform legal research

Summarize medical records, depositions, and testimony

Draft jury instructions

Assist with interviews and deposition preparation

Prepare trial binders

Liaison between witnesses, clients, experts, courts

Reach IPS, Inc., Office Manager 4/2012 – 10/2012

Evaluate and implement best practice processes for the financial, marketing and sales divisions of a start-up cloud

computing company, including evaluating and implementing software solutions for day to day operations.

Draft and maintain company human resources documents and Project Portfolio Management spreadsheet.

Liaison between sales, operations, and finance.

Law Office of Mike Hogan, Paralegal/Office Manager 10/2010 –3/2011

Process Unlawful Detainer cases including termination notices, complaint, summons, default judgment and/or trial if

necessary, by preparing all necessary paperwork and interfacing with clients and courts.

Reorganize and restructure business by implementing new procedures and software such as Quickbooks, which

resulted in an increase in profit.

Timely and complete preparation of documentation for Real Estate Law cases ranging from discovery to trial

phase.

Law Offices of J. Barrett & M. Pisano, Paralegal 6/2010 – 10/2010

Civil litigation work in the areas of family law, bankruptcy, and personal injury, including case preparation, legal research,

investigation, administrative assistance, and client contact, using software to for time management and document

management. File online legal documents.

Santa Clara County Public Defender, Paralegal Intern 3/2010 – 8/2010, 6/2011 – 1/2012

Criminal trial work including case preparation, legal research, investigation, administrative assistance, courtroom

assistance and client contact.

Johnson Construction, Owner 1/2003 – Present

General contractor for a $2 million single family home in prestigious Los Altos neighborhood within budget and

schedule, utilizing multiple sub-contractors.

Torres Concrete Construction, Inc., Owner 8/2006 –12/2008

Crisanto Construction, Inc., Owner 6/2005 –8/2006

Client acquisition and retention.

Contract negotiation including job estimation.

Management of employees and job-sites including sub-contractors and scheduling.

Finance including accounts payable, accounts receivable, employment, taxes and budget.

Corporate management including filing articles of incorporation, holding annual shareholder meetings, and filing

legal documentation.

Julio Mejia Construction, Inc., Vice President 3/2004 – 6/2005

Manage small concrete construction firm, including supply procurement, accounting, and general management of

corporation.

De Anza College, Executive Assistant 2001-2002

Executive assistant to the President of De Anza College.

Elan Computer Group, Technical Support Manager 1989-1991

Manage technical support department in a startup company, including strategic planning, budgeting, training and

streamlining processes.

Hewlett Packard, Software Engineer/Technical Support 1985 – 1989

Design and maintain performance management tools on HP mainframe computers. Direct customer technical

support via telephone for customers with problems using HP products.

Education/Certificates

MS Computer Science (GPA 6.0/6.0) Purdue University

BS Mathematics (GPA 3.98/4.0) Michigan State University

Paralegal Certificate (GPA 4.0/4.0) De Anza College

CA General Building Contractor’s License (886322)

Notary Public

USSF Soccer Referee

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