Customer Service Real Estate
Resume:
Stephan M. Johnson
**************@*******.***
~ Over 20 years Customer Service * 2 years in Education * 4 years in Finance ~
Dynamic team player, detail oriented, analytical and critical thinking, strong use of deductive and inductive reasoning, results-oriented and methodical worker that performs well under pressure. Solid background in customer service, education, and finance (real estate, credit union experience), and Healthcare industry.
Technical/Accounting Experience
MS Office 365 (Excel, Access, Publisher, PowerPoint, MS Project, MS Visio and Outlook), Windows 11, 10, 8, 7, XP/Vista, QuickBooks, Paychex, MAC OSX, Filemaker Pro, FTP, Magic Merlin/Remedy (BMC), and other internal systems. Strong aptitude for learning new applications.
Professional Experience
National Archives and Records Administration
May 2024 – July 2024
Kansas City, MO
Position - Archives Technician (Archivist)
Provide reference service including reference search, re-file, interfile, copy, scan and redact information in various filing systems.
Arrange records according to established criteria and/or review records to provide input on how series of records should be arranged.
Assist Archivist with preservation and rehabilitation projects.
Assist and prepare general description work and online catalog descriptions according to NARA lifecycle standards.
Assist in accessioning and disposal of all record types under the guidance of an archivist or archives specialist.
Penske Logistics
March 2023 – Jan 2024
Kansas City, MO
Position – Material Data Control Analyst
Responsible for coordination on all processes and functions of logistics department and provide visibility to management by tracking, process over-sight, auditing, researching and troubleshooting operational issues or functions
Fundamental understanding of transportation, supply chain and logistics concepts, strong problem solving, and time management skills used. Use of computer to enter records and generate reports or count items for distribution and provide parts follow up ensuring optimal material flow. Use discretion and independent judgment update trailer ETA’s and determine if drivers can delivery early, or be held to their original route & EDI times
Follow processes that are set by engineering and assist with the implementation of any process and transportation design changes
Complete daily logs and submit daily turnovers for management and next shift.
Track shipments to ensure shipment deadlines are met. Work with suppliers and carriers to correct parts/shipment issues and to resolve stock shortages, and schedule charters for parts needing expediting. Follow daily parts control function, (transit & truck) including track and trace, production schedule analysis, and exception management.
BNSF Railway
November 2022 – February 2023
Kansas City, KS
Position – Conductor
This position is responsible for safely switching railcars and safe train movement. Obtain and receive information and act on oral or written instructions by various communication devices
Monitor and report daily work. Climb on/off equipment, set/release hand brakes, couple/uncouple air hoses, remove/replace broken railcar knuckle, ride moving cars by holding onto grab irons or ladders. Observe, interpret and relay hand, lantern, and other signals for train movement
Judge and control speed and clearance distance of cars. Operate track switches and derails to change train routing within yards or on road. Check switch points for proper alignment. Switch, spot cars and determine train make-up
Observe and monitor track conditions (e.g. broken rails, defective switches, weather-related problems). Inspect cars per federal regulations. Observe and report on passing train conditions.
Extreme all-weather conditions. Walk and perform work on uneven surfaces. Safety sensitive work environment. Loud noise and fumes. Work on and around heavy and moving machinery.
Subject to on-call (24/7), nights, weekends, and holidays
Work in geographic area as posted and report to assigned work location when notified Travel to and remain on designated seniority region for days at a time
See, learn, and interpret hand signals from near and far; visually distinguish colors – red, blue, green, yellow and lunar (clear light); visually judge speed and distance of moving objects; see at night
Visually distinguish and differentiate colors on computer display screens Use hands and use hand tools to perform activities involving holding, grasping, turning and pulling
Husqvarna Construction Products
March 2022 – September 2022
Olathe, KS
Position – Production Coordinator
Point of contact for production, not limited to production scheduling, set locations, letting warehouse crew and talent know their call times and set locations. Perform administrative functions such as reporting, data entry and inventory management.
Facilitate logistics of the warehouse. Coordinate and monitor operations of the supply chain. Organize and schedule internal transfers, and issue daily transfer orders.File and organize production paperwork, not limited to bills, call sheets, production reports, shoot schedules, shooting permits, location release forms, insurance paperwork, etc.
Communicate with operations on shortages, anticipated shortages, expediting status, etc. Participate in the formulating and administering of Husqvarna short, and long-term goals and objectives for business growth. Coordinate production workflow for one or multiple products.
Identify, resolve, and forecast problems and potential solutions to inventory and quality. Work on special projects/tasks as assigned.
United States Department of Agriculture (USDA)
March 2020 – July 2021
Kansas City, MO
Agricultural Commodity Grader (inspector/auditor)
Select representative samples from the product lots in accordance with prescribed sampling and plans.
Inspect products to determine the quality, condition, and/or compliance with U.S. Grade Standards or stated contract specifications.
Prepare and maintain a variety of reports related to production data and grading results.
Make observations to determine if plant facilities, operating methods, processing equipment and personnel are in compliance with SCI sanitation requirements and FDA regulations.
Observes the raw product material to establish the suitability for processing and advises plant management of the results.
Communicating effectively both orally and in writing with various internal and/or external customers to accomplish program objectives and goals; AND
Researching and responding to customer inquiries using analytical abilities and problem solving skills
Kansas City Southern Railroad
August 2017 – November 2019
Kansas City, MO
Rail Operations Department
Rail Operations Support Specialist
Responsible for handling of internal and external customer inquiries from railroads, shippers, and consignees, train movements, interchanges, log train and car deliveries and receipts from and to railroads; car history, and billing
Problem resolution via available in office MCS resources such as, AEI Inquiry, EEI/car records, Advance Consists (send/interchange inquiries), and Track List.
Attend to MCS Worklist, process readers, overturn no bills (from load/empty lists), interchanges, work in conjunction with Customer Solutions department, fufill requests via email and phone.
Communicating effectively both orally and in writing with various internal and/or external customers to accomplish program objectives and goals; AND
Researching and responding to customer inquiries using analytical abilities and problem solving skills.
Social Security Administration
August 2015 – March 2017
Kansas City, MO
Teleservices Department - Teleservices Representative (TSR)
Responding to a variety of customer inquiries, ranging from routine to complex, and providing detailed information to the public regarding federal SSA disability, retirement, and SSI programs.
Direct and personal service to the public, speaking with customers by telephone through SSA's National 800 number to provide information on SSA laws, rules and regulations, obtaining information in order to determine eligibility for programs administered by SSA.
Using a variety of computer systems to research customer inquiries, record call activity and prepare appropriate forms and letters.
Assisting the public with completion of their retirement, disability, and or SSI documents and answering questions regarding the disbursement process.
Communicating effectively both orally and in writing with various internal and/or external customers to accomplish program objectives and goals; AND
Researching and responding to customer inquiries using analytical abilities and problem solving skills. Update information about claims, interview beneficiaries and the general public to determine the nature of their problem. Explain technical information, gather facts and answer a wide variety of questions to resolve problems relating to Social Security programs.
Internal Revenue Service
January 2010 – June 2017 (total years of service)
Kansas City, MO
Submission Processing dept
April 2017 – June 2017
Position - Numbering Clerk
Maintain an arranged file room. Stamp files and materials received. Record materials removed and take back those not returned. Remove and retire out-of-date materials. Place essential papers and materials in files. Find out where material will be filed.
Accounts Management (IRS continued)
Position - Contact Representative
January 2010- August 2015
Provide procedural and technical responses to inquiries by telephone to debtors (taxpayers) regarding Treasury Offset or Cross Servicing Programs via Correspondence Imaging System (CIS). Prepare tax returns, process financial transactions, make adjustments (income/tax increases and or decreases) on taxpayer accounts.
Communicating effectively both orally and in writing with various internal and/or external customers to accomplish program objectives and goals; AND
Researching and responding to customer inquiries using analytical abilities and problem solving skills.
Using a variety of computer systems to research customer inquiries, record call activity and prepare appropriate forms and letters.
Arranging taxpayer payments using online payment processing tools.
Preparing written responses to email inquiries received through my the IRS customer service mailbox.
Assist customers through inbound calls with questions or issues regarding debt accounts received via phone contact, IDRS, and various other internal intranet systems and job aids, tax accounting and auditing.
Perform tax accounting, auditing, and searches for addresses, phone numbers, and refund tracers for other skip tracing functions concerning debtors using state of the art tools such as IDRS, IAT Tools Manager, AMS, Code Lookup, SERP, EUP and many others.
Position - Files Clerk (IRS continued)
May 2012- November 2013
Submission Processing dept
Locate and eliminate materials from files upon request. Exercised tax analysis, ensured tax payers/incoming and outgoing returns were of tax compliance
Tax prep of records for storage, documentation, copying and stamping of extinguished files.
Sort and distribute mail. Conduct research concerning the interpretation and application of a variety of rules regulations. Maintain records and other documents, process outgoing mail, and following up on shipments to ensure delivery.
Unit Clerk (IRS continued)
January 2010 – May 2012 Submission Processing/ERS dept
Liaison/courier between home unit and adjacent units, in order to maintain workflow.
Responsible for supplying tax documents (bundles) to new and return to duty Tax Examiners hired within the unit. Facilitated workflow amongst Tax Examiners while keeping frequent communication(s) with unit work leader and supervisor.
Exercised tax analysis, ensured tax payers/incoming and outgoing returns were of tax compliance
Attend to record keeping (filing on “the wall”). Pick up daily returns & no replies. Process mail/file records and documents.
Auditor for bundles returning to work staging areas and ensuring that all worked documents are completed via IRS Ethernet and internal IDRS software system.
Oncimmune USA LLC (via Pro Staff)
May 2011- December 2011 Desoto, KS
Client Services Representative
Marketing the EarlyCDT-Lung, to aid in the risk assessment and early detection of lung cancer (targeting potential patients/people at high risk), via online order, phone, email, and mailed out brochures.
Placing both out/incoming calls via IS System (Interprise Software Solutions Inc.), in response to the EarlyCDT Lung, blood test online advertisement, typically resulting in an order for the advertised test kit.
Screening callers/potential clients for program eligibility: determining age, if any prior or existing cancers, family history, extensive exposure to environmental factors (radon, asbestos, radioactive substances, etc), medical insurance/explanation of program and voucher).
Creating orders for those wanting to pursue EarlyCDT program and receive test kit. Verifying doctor appointments for test kit mailer.
Entering data into IS system for follow up calls/emails and update disposition of latest transaction(s).
United Health Group/Prescription Solutions
October 2009- February 2011
Overland Park, KS
(now OptumRx)
Position - Customer Service Advocate/Mail Service/Help Desk/Web Team
Exercised strong customer service skills including knowledge of standard phone etiquette, problem solving and customer interfacing skills.
Consults with customer, patients and/or physicians regarding use of medications and potential drug interactions.
Answered inbound phone calls from physician offices to clarify prescription orders, take quick consult calls from support personnel, and calls from other pharmacies to transfer a prescription in or out of UHG facility. Utilize clinical skills to perform Drug Utilization Reviews.
Performed DOE (direct order entry) for new prescriptions. Pharmacy reimbursement issues, (third party insurance, Medicare Part D, Medicaid, formulary management processes and procedures necessary to remedy on-line claim rejections.
Ability to process prescription via pharmacy software application.
Explanation of benefits, eligibility information, billing & payment issues, benefits coordination, and claims inquiries. Explain difference between mail service Pharmacy & plan (AARP, Secure Horizons, Evercare, etc).
Enrolled members from various insurance companies such as AARP/Secure Horizons, Evercare, & Blue Shield, to Prescription Solutions Mail Service Pharmacy’s database (new accounts).
Kaplan Test Prep & Admissions
January 2007-August 2009
Pasadena, CA
Position - Site Coordinator
Assisted in the instruction and supervision of students for the purpose of ensuring a smooth and disruption-free After School Program.
Gathered/organized/maintained data on students including reports, records, supply inventory, supply ordering, attendance accounting records and student progress for the purpose of meeting program evaluation requirements.
Collected daily attendance and student outcomes using student data and student management systems for the purpose of completing accurate reports to the state.
Compton Unified School District
May 2007- March 2008
Compton, CA
Davis Middle School
Position - Instructional Assistant/Spec. Education
Under direction of a certificated employee, provides instruction to small groups of students in a variety of subject areas such as math, reading, spelling, language arts, social studies, physical education or art.
Language development, visual perception, number concepts, or more basic skills; use flash cards, games, work sheets, drills and a variety of study aids and techniques to reinforce skills/teaming or present new academic concepts.
Los Angeles Federal Credit Union
May 2006- February 2007
Glendale, CA
Position - Batch Processor (IT/Electronics dept)
Responsible for a variety of administrative assistant type functions, such as Visa & Visa Check Card file update & filing for Electronic Dept. Account research for members and employees.
Prepared financial reports, budgets, analyses, and forecasts in strict compliance with GAAP and all regulatory standards.
Investigating account history via fabrication of excessive transaction, unusual activity, and suspect fraud letters.
Demonstrated attention to detail in handling all tax and general ledger accounting, AP/AR, and budget / payroll preparation functions. Cost Reports, Debt Management, Chart of Accounts, Bookkeeping, Bank Deposits, balance Sheets
Mid-Cities Schools Credit Union
August 2004-April 2005
Compton, CA
Position - Batch Processor (IT dept) and Teller
Responsible for posting Share Draft and Regular Share funds to member’s accounts via Credit Union’s CUSA/ Reliance Core program.
Monitored accounts for incoming returns, account details for proper postings and info for overdrafts, and NSF’s (insufficient funds), and account closure letters.
Utilized E-funds.com program for daily batch output of ATM reports and Check Recon, MSR/ Member Service Representative. Processed customers banking transactions.
TEJAI Realty Services
February 2001- December 2005
Newhall, CA
Position - Office Manager
Facilitated the administrative and operational flow of the office, including coordinating, marketing, and technological office procedures. Manage administrative assistant and receptionist to ensure responsibilities are being completed in the most efficient, accurate and timely manner. Kept records and files organized on a daily basis.
Performed occasional personal assistant duties for CEO, including errands. Receiving deliveries and initiating shipments.
Researched and made recommendations regarding company systems (i.e.; data entry, phone system and copy/fax machine maintenance, coordinate office moves and space planning). Staff support- Oversee special projects and managed long-term and/or complex projects as needed.
Helped to resolve all employee issues. Interfaced with IT consultant. Responsible for answering phones, customer service, maintained the office, procuring office supplies, greeted visitors, created various documents using Microsoft Office, and other general clerical duties such as faxing, filing, copies and mail.
Duties also entailed, coordination and maintenance of office calendar and schedules, (scheduling appointments, meetings and travel), for CEO.
Starbucks
February 1999- January 2005
Long Beach, Ca
Position -Barista (Coffee Maker) management trainee
Job included extreme customer care and service.
Preparation of miscellaneous teas and exotic coffees such as Café ‘Latté, Cafe’ Mocha, Caramel Macchiato, Espresso, various seasonal beverages (Eggnog Latte’) etc.
Suggested creative drinks for customers. Up selling of coffee paraphernalia (Barista machines, assorted hot drink mugs, stirring utensils, kitchenware), for quality bonuses and in-store spiffs. In store and outside cleaning.
Kept up store quality for frequent presentations and big sales events. Ensured that co-workers and I sustained harmony among us. Kept a steady flow of quality customer service.
EDUCATION
Cal State University Dominguez Hills- August 2003 – May 2005
Double Major in English Literature & Liberal Studies
Cal State University Long Beach - August 1999 – May 2003
Majored in English Literature
El Camino College Compton Center- Associates Degree October 2001
High School- William S. Hart- Diploma May 1994
SPECIAL ACHIEVEMENTS
Recipient of Academic Achievement Award- 1995
Honored by ADA (Alpha Kappa Alpha Sorority) 1994
Candidate for Academic Achievement Award- 1997
Typing Certificate/South Bay One Stop: 52 Raw wpm- May 2009
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