MICHELLE JOHNSON, B.A.

New London, CT *****

Mobile: 603-***-**** Email: ad1lv2@r.postjobfree.com

~ CUSTOMER & ACCOUNT SUCCESS ~

Seeking a progressive remote role with a forward-thinking organization.

Customer-centric solutions driver and former military leader with the ability to drive customer success strategies, programs, and advocacy via partnerships with sales, account managers, post-sales support, and project managers to drive the highest levels of customer service, retention, and license renewal. Ability to manage assigned accounts, track metrics, achieve renewal of contracts, map customer success activities, identify cross-collaboration and growth opportunities, and support large scale projects with strategic partners and clients. Ability to define/optimize the customer lifecycle, assist in driving customer success outcomes, refine account strategies, and improve customer-facing processes.

Customer Success

Stakeholder Engagement

Account Management

Relationship Management

Human Resources

Customer Experience

Training & Development

Team Building/Management

Client/Account Retention

Process Improvement

Customer Advocacy

Contract/Service Renewal

EDUCATION

ASSOCIATE OF SCIENCE ~ PARALEGAL STUDIES (2022-Present; expected 2024)

Post University Waterbury, CT

BACHELOR OF ARTS ~ SOCIOLOGY (2013)

American Military University

MILITARY EXPERIENCE

United States Army Reserves 8/2007 - 3/2016

HUMAN RESOURCE SPECIALIST, Webster, NY (2007-2016)

Delivered HR, personnel, and administrative support including partnering in the oversight of all strength management and strength distribution actions, records management, policy/procedure advisement, and the readiness, health, and welfare of all soldiers. Reviewed in-processing packets and enlistment documents, initiated personnel records jackets, and processed incoming soldiers.

Received, analyzed, processed, and maintained personnel information files and supporting documentation; prepared, updated, and entered cycle control documents.

Coordinated administrative tasks on personnel accountability, management, evaluations, awards, promotions, and reductions; performed audits of personnel files.

Advised on daily performance and guided alternatives and possible solutions; processed military awards; screened/updated promotion packets for semi-centralized promotion boards.

Consulted with management on various policy changes to increase efficiency and accountability; analyzed data and created correspondence, forms, and various reoccurring/one-time reports.

NURSING ASSISTANT, USAG Bamberg Germany (2011-2013)

Provided nursing assistance to patients and physicians including infection control, patient care, health promotion/maintenance, patient education, pain management, and acute/critical care.

IMMUNIZATION/ALLERGY SPECIALIST (Y8), Bamberg, Germany (2010-2016)

HEALTH CARE SPECIALIST (68W), Bamberg, Germany (2007-2016)

Delivered all aspects of in-patient/outpatient care and treatment under the supervision of physicians, nurses, and physician assistants, including support with diagnostic procedures and preventive health care.

PROFESSIONAL EXPERIENCE

AIC, Community Solutions Inc. New London, CT 6/2021 - 10/2022

CAREER COUNSELOR/JOB COACH (Remote)

Engaged with program participants to deliver guidance, counseling, and support for employment-related services, identified diverse employment opportunities, and assisted AIC program participants with the job search process, including leading job clubs, presentations, and workshops.

Planned and coordinated job fairs, recruitment events, and on/off-site visitations with employers to establish relationships and identify/develop job opportunities for AIC participants.

Established relationships with employers and businesses, promoting the services provided by CTWorks and delivered follow-up with participants focused on current status and efforts.

The Friendship School Waterford, CT 8/2018 - 6/2021

INTERVENTION SPECIALIST

Provided all aspects of assistance in the planning and development of Individual Student Plans, monitored student behavior, and delivered action plans or reprimands per the Student Code of Conduct.

Facilitated all aspects of staff guidance, coaching, and training on PBIS/SEL programs; created staff/student mentoring initiatives for at-risk students.

Developed an advisory curriculum in partnership with administrative leadership focused on social and emotional learning; proactively addressed/de-escalated student incidents and behavioral problems.

Sound Community Services New London, CT 9/2019 - 10/2020

RECOVERY SPECIALIST

Delivered all aspects of guidance, coaching, counseling, and support for clients in a safe sober environment for men via the observation and influencing of positive client behavior and communications. Identified/recognized trigger mechanisms that elicited inappropriate behavior and developed plans of action to correct the behavior, as well as administered drug and alcohol tests/random screens.

Encouraged clients to develop work skills and participate in social, recreational, or other therapeutic activities that enhanced interpersonal skills and helped develop social relationships.

Referred clients and family members to various community resources/agencies for housing or treatment focused on recovering from mental/physical illness.

Facilitated house meetings, ensured clients were following sober living structure and rules, and conducted room searches and daily or weekly maintenance and health/safety checks.

Reviewed resident meeting cards to ensure required number of meetings were being met with programs such as Alcoholics Anonymous and Narcotics Anonymous.

AFSC/Magellan Federal Annville, PA 12/2017 - 9/2019

CAREER COUNSELOR/JOB COACH

Led the preparation and connection of service members with employment, education, and financial education opportunities nationwide to maintain a resilient force capable of accomplishing the State and Federal mission, with a focus on service members in the initial phase of the Soldier Life Cycle (SLC) from new recruits through their first year of service.

Delivered all aspects of assistance to service members and their families needing employment, education, or financial education services via direct employment assistance and case management.

Designed, planned, organized, and offered specific training programs or workshops to help participants maintain or improve job skills.

Provided information on financial services and delivered career readiness services to reserve soldiers via financial literacy, education, and employment skills training.

MedOptions, Inc. Old Lyme, CT 10/2016 - 5/2017

CREDENTIALING SPECIALIST/ASSOCIATE

Delivered all aspects of support in the review and processing of applications and reappointment paperwork, while handling the collection and processing of complex verification and accreditation information and maintaining/updating databases for both practitioners and facilities. Ensured compliance with all regulatory, accrediting, and membership-based organizations.

Processed incoming provider applications and maintained existing contract and credentialing documents to ensure documents were complete and compliant with regulatory agency requirements.

Implemented credentialing processes for DR, LCSW, NP, PA, and other healthcare professionals; ensured all personnel and services adhered to policies, guidelines, regulations, and government laws.

Supported the Provider Relations Director, Credentialing Management, Quality Management, and Regulatory Compliance with requested data reporting.

Susan Sovie Law Firm Watertown, NY 3/2015 - 4/2017

FAMILY LAW LEGAL ASSISTANT

Delivered all aspects of legal, client, and office administrative support to firm partners/attorneys, specializing in family law including maintaining current client database by organizing and indexing all case files for attorneys, researching case law, compiling evidence, and preparing trial exhibits.

Reviewed incoming materials and prepared a variety of legal documents; pleadings, subpoenas, discovery requests and responses, general correspondence, and interrogatories/answers.

Organized and maintained complete legal file systems; interviewed clients and prepared legal documents for all stages of litigation.

Contacted potential and existing clients to evaluate and provide updates on respective cases; assisted attorneys in preparing for trials, hearings, depositions, and negotiations.

Composed and submitted pleadings, discovery responses, and other legal documents while maintaining attorney’s personal files and managing case calendars.

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