Customer Service Management
Resume:
DENISE JOHNSON
Stockton, CA 95205
Cell 209-***-****
Email: ******.*********@*****.***
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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