Stephan A. Johnson

**** * ******* **** *** Anaheim CA 92808

949-***-****

ad36re@r.postjobfree.com

SUMMARY

Very well experienced with; service operations, technical service, data integrity, administration, contracts management and sales support environment

Six Sigma and continuous process Improvement

Very technical, can learn new software programs and new skills extremely fast.

Advanced knowledge with MS Office Suite, MS Access Data Base, Salesforce, Service Max, SAP, CRM, and Alteryx

Strong attention to detail, work great independently and a with a team.

White glove service driven approach when providing technical and operations support for ALL internal and external customers.

Bilingual English and Spanish

Professional Experience

Alcon Laboratories, Inc., Lake Forest, CA

Data Integrity Administrator Technical Services

11/2022 to Present.

Frequently communicated and collaborated with cross functional department Leads, Management and team members. Provided reports, consulted, and helped with critical documentation, flow charts, and process for Instrumentation Team, Contracts Team, Service Operations, Sales, Field Engineers, and Field Clinical Application Specialists.

Provide strategic, exceptional nationwide support with data correction, running quality check reports, update, fix, interpret and analyze data for accuracy for cases and installed intellectual property (IP) products nationwide.

Systematically create new IP records, scrap recovery, RMA equipment returns using SAP, Sales Force and Service Max

Help improve procedures and simplify process flows to improve the customer’s experience.

Videoconferencing technical support, technical training, and calibration calls via Zoom, MS Teams, WebEx, etc.

Data analysis for data integrity for equipment onboarding and B2B customers details.

Helped to develop a strategic return materials authorization (RMA) process flow for trade in equipment which enabled the company to recoup a high yield financial return on old equipment inventory for scrap materials or resale after repairs.

Alcon Laboratories, Inc., Lake Forest, CA

Technical Service Operations Specialist

07/2017 to 11/2022.

Frequent communication with cross department Leads and Management providing reports, consulted, and helped with documentation, flow charts, and process for Instrumentation Team, Contracts Team, Data Integrity, Sales, Field Engineers, and Field Clinical Application Specialists.

Provide strategic, exceptional nationwide support with logistics, delivery, and installation for high end medical device equipment.

Schedules training support with Field Engineers, Clinical Application Specialists, Surgeons, and their in-house Technicians, B2B and B2C

Help improve procedures and simplify process flows to improve the customer’s experience.

Videoconferencing technical support, technical training, and calibration calls via Zoom, MS Teams, WebEx, etc.

Learning management software applications technical support and assistance with implementation of software enhancements

White glove service support for urgent down customers and incident escalation assistance

Data analysis for data integrity for equipment onboarding and B2B customers details.

Helped initiate a strategic white glove service support process for global urgent down customers by tracking down critically needed equipment and/or parts for escalated incidents to fulfill and assist customers with non-working equipment and helped improve lead-time by 32%

Helped to develop a strategic return materials authorization (RMA) process flow for trade in equipment which enabled the company to recoup a high yield financial return on old equipment inventory for scrap materials or resale after repairs.

Fairway Independent Mortgage Corporation, Newport Beach, CA.

Sr. Loan Officer/CA. Broker

07/2017 to 1/6/2023.

Self-Loan Origination, Processing and closing in CA., AZ., WA., OR., and NV for Purchase Money and Refinance loans.

Took inbound and made outbound calls to potential customers looking for mortgage loans.

Structures paperless loan applications and manages loans from start to finish.

Explains loan products, negotiates loan terms, helps to guide borrowers towards the best available loan solution, based on their individual needs.

Point of contact between applicants, processors, underwriters, realtors, title, and escrow

Pre-underwrite credit and income and prepare files for final underwriting.

Uploads files electronically for processing and underwriting using proprietary software.

Manages a successful team of mortgage loan originators, helps organize events to help attract business for our branch.

Castle & Cooke Mortgage, LLC., Anaheim, CA.

Loan Officer/Interim Branch Manager

03/2015 to 07/2017

Self-Loan Origination, Processing and closing in all 50 states for Purchase Money and Refinance loans.

Took inbound and made outbound calls to potential customers looking for mortgage loans.

Structures paperless loan applications and manages loans from start to finish.

Explains loan products, negotiates loan terms, helps to guide borrowers towards the best available loan solution, based on their individual needs.

Point of contact between applicants, processors, underwriters, realtors, title, and escrow

Pre-underwrite credit and income and prepare files for final underwriting.

Uploads files electronically for processing and underwriting using proprietary software.

Manages a successful team of mortgage loan originators, helps organize events to help attract business for our branch.

Pinnacle TPA / Contract for Covered California, Irvine, CA.

Customer Service Specialist

10/2013 to 03/2015

Took Inbound, made outbound calls, responds to e-mails, and helps to troubleshoot web application users with common errors or software glitches.

Helps to inform callers about services and products provided by Covered California

Utilizes multiple internal programs such as: Microsoft Excel, Outlook, CRM, In Contact, SSP, OIM, OAAM, M.S. Lync, R1, R2 CalHEERS CDI SharePoint and Covered California web site portals.

Application enrollment support and eligibility guidance to Covered California Certified insurance agents.

Handles an average of 40-60 customer service inquiries per day, providing excellent customer & technical service support, troubleshooting, and provides fast resolution to assist Covered California Certified Insurance Agents

Organizes notes, SOP’s, system communication changes and workflow updates throughout a fast-paced environment and was always up to date with the latest information as Covered California business requires.

Provides support with the highest level of privacy and security as required by Covered California and HIPPA laws.

Provides excellent technical support and assistance to supervisors and team leads with special requests and/or projects for quick and efficient resolution.

Also provides verbal and written bi-lingual technical service support in Spanish.

EDUCATION:

Irvine Valley College, Irvine, CA.

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