DENISE JOHNSON

*** *. ******* ******

Stockton, CA 95205

Cell 209-***-****

Email: acv3le@r.postjobfree.com

Professional Summary

Highly experienced energetic results-oriented manager with extensive knowledge in directing operations in high demanding inbound/outbound call centers.

Very skilled at leading and improving performances of teams ranging in size from 30-150 full time employees.

Expertise in developing strong customer and employee relationships leading to improved retention, attendance, increased business productivity and profitability.

Creative and innovative leader.

Experienced in building and maintaining a motivated team environment while providing excellent customer service internally and externally, while exceeding all department goals.

Qualifications

Operations

Collections, credit card, consumer loans and mortgage

Negotiations

Risk Management

Customer Service

Proficient in Microsoft Office 2010

Project Management

Experience

Henry Industries, Inc. CSR/Dispatcher Lodi, CA 01-2016-Present

Dispatch drivers

Customer service

Track driver performance to ensure freight pick-up and delivery was on time

Prepared and maintained spreadsheets and financial reports

Reduce delays in loading and unloading through clear communications with drivers, shippers and customers.

Prepared invoices for billing

NCTB, LLC Broker/Dispatcher Stockton, CA 08-201*-**-****

Scheduling, routing and tracking drivers and shipments

Prospect for new customers

Matching carriers with customers and maintaining positive customer and carrier relations

Preparing spreadsheets

Project management

Extensive knowledge of FMCSA and DOT requirements

SJC Logistics Operations Manager Stockton, CA 10-200*-**-****

Provided leadership and oversight for day to day business in logistics operations, including all warehouse and distribution management, dispatching, accounting, training and customer service

Authored standardized processes, policies and procedures; developed comprehensive training materials and communicated expectations and standards of performance to all direct reports

Monitored driver performance for safety, time management ensuring safe and on time product delivery which contributed to the company’s overall profitability and customer retention

Prospecting for new customers and carriers, preparing marketing materials

Hired, terminated employees as needed

Managed employee training and required driver safety training programs

Overseen and managed all projects and procurement of contractors

Secured and maintained all licensing for company, MC,DOT and CA

Nationwide Asset Services Director Elk Grove, CA 1-200*-*-****

Managed 2 managers, 6 supervisors and 60 employees in two locations CA and AZ. Responsible for 4 departments, legal, negotiations, customer care and mail room

Wrote and implemented department policies and procedures and department incentives for all departments under my umbrella

Set department goals and monitored employees performance and provided employee feedback

Held weekly supervisor meetings and monthly meeting with all employees providing them with new information, updates, changes and addressing employees issues or concerns

Review accounts to ensure compliance with the FDCPA and state laws

Contract procurement and management of all outside vendors, approved and submitted all vender payments upon assignment completion

Work with attorneys providing information and documentation when requested

Prepare and present annual department projections to board members

Responsible for interviewing, hiring, training and terminating employees when required and managing employee PTO

Increased department revenue from $ 200,000 per month to over $700,000 per month by implementing new procedures, time management, telephone monitoring, queue assignments and closer account management

Extensive travel, represented company at conferences and other banking venues across the United States

Successfully implemented a plan in the relocation and set up of the negotiations department from CA to Phoenix, AZ without any losses in production or revenue.

Responded to complex research issues and internal and external escalated questions ensuring customer satisfaction

Identified, reported and justified fluctuations in production and revenue and adjusted staffing to achieve highest efficiency from staff

Education

American Business & Technology University St Josephs, Mo 1/2013-Present

48 Credit hours completed Business Management-Information Technology

Project Management Institute Newton square, PA 5-2011 Certificate

Franklin High School Diploma

Training

Sr. Leadership Training

Quality Dynamics-Building a high performance team

Setting expectations and delegating

Promoting a positive work environment

Diversity Training

Volunteer Services

Counselor/Mentor with Score

US Army Veteran

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