Customer Service Sales
Resume:
CHRIS D. JOHNSON
**************@*******.***
Summary of Strengths and Experience
Seasoned professional with 18+ years of experience in High-Tech and Customer Service industries. The experience I have gained allows me to learn quickly, prioritize duties, multi-task, properly manage time, and address stressful high pressure issues with professionalism while driving business impacting resolutions.
Skilled in root cause analysis, problem solving, and investigating technical and non-technical issues.
Able to communicate business impacting matters across all levels within a company or organization.
Excellent at building and maintaining internal and external relationships.
Strong written and verbal communication skills.
Aptitude to work cross-functionally with others to address and resolve high level escalated situations. Professional Work Experience
Microsoft via Inviso (Contract) July 2013 to June 2016 Partner Program Manager Analyst Issaquah, WA
Positively influence partner satisfaction and retention by managing complex and critical partner escalations.
Utilize business critical thinking to remedy ambiguous escalations that negatively impact partner CPE/DSAT.
Collaborate with Microsoft Legal & World Partner Group to ensure Microsoft Partner Network compliance.
Contribute to vendor support team through the development of case handling guidelines and processes.
Drive process improvement by creating documentation used as a guide and a resource for issue resolution.
Work collaboratively with multiple groups to quickly resolve escalated high visibility partner difficulties.
Provide insight and visibility to management regarding high priority, large scale, and systemic issues.
Utilize negotiation and conflict management skills across global markets to advocate on behalf of partners.
Perform post mortem Root Cause Analysis of escalations in an effort to refine & improve handling processes. Microsoft via Collabera (Contract) June 2011 to June 2012 Consumer Advocacy Specialist Issaquah, WA
Conduct root-cause analysis of business impact issues across customer/partner escalations.
Serve as the empathetic voice of customers and provide timely and comprehensive resolutions.
Successfully utilized cross collaboration skills to build and strengthen internal and client relationships.
Served as a central point of contact to mitigate escalations to ensure consumer and partner satisfaction.
Routinely troubleshoot technical and software issues and provided a quick resolution. T-Mobile, USA November 2008 to April 2009
Wholesale Operations Analyst II Bellevue, WA
Performed monthly audits to ensure contracted financial rates and agreements were met.
Collaborated monthly with external vendors to reconcile network usage and financial databases.
Produced monthly reports identifying data variances and revenue at risk of being lost.
Acted as central point of contact for U.S. resellers to initiate end-customer impacting network investigations.
Maintained strong relationships with internal and external stakeholders to drive process improvements. AT&T Wireless April 2006 to October 2008
Senior IT Billing Analyst Bothell, WA
Update management about billing issues, perform root cause analysis, and give resolution updates.
Liaised across multiple departments to connect peers with resources to improve efficiency. ALLTEL Wireless July 1997 to April 2006
Various Promotions Bellevue, WA
MPS Audit and Control Analyst (June 2004 to April 2006)
Recovered over $1.8M by researching and resolving technical network billing errors.
Supplied usage data to the Marketing team to help create rate plans and promotions. Senior Roaming Coordinator (May 2000 to June 2004)
Effectively managed relationships with domestic and international roaming partners and vendors.
Spearheaded the creation and implementation of processes to reduce churn. Lead Credit and Activations Representative (July 1997 to May 2000)
Resolved escalated situations from customers, sales representatives, and management.
Provided call coaching and training to new employees. Short-Term Contracts
Genie Industries via AeroTek (Contract) February 2013 to June 2013 Post-Sales Support Specialist Redmond, WA
Develop collaborative business relationships with all internal and external customers.
Utilize problem solving and multi-tasking abilities within a fast-paced environment.
Provided sales support to customers and advised of product offerings to create upsell opportunities. Amazon via Office Team (Contract) September 2010 to December 2010 Operations Specialist Seattle, WA
Utilized ticketing systems to track, update, and resolve vendor issues related to products and pricing.
Investigated warehouse inventory variances.
Worked in tandem across multiple teams investigating shipment anomalies and errors. Wireless Advocates (Contract) February 2010 to May 2010 Senior Customer Services Specialist Seattle, WA
Answered questions regarding products, services, and investigated shipping concerns.
Helped create standardized letters and email communications to be sent to customers.
Engaged in upselling products and services.
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