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Customer Service Social Media

Location:
Orlando, FL
Posted:
March 11, 2020

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Resume:

GARY JOHNSON

Orlando, FL *****

(***) ******* adb864@r.postjobfree.com

Manager, Recruiter, Mentor, Leader

SUMMARY OF QUALIFICATIONS

•Loyalty, Leader, Personable, Training, People Skills, Problem Solver, Must succeed, Driven and well rounded’

•Top performer with exceptional interpersonal, communication, public relations and training skills that allows strong rapport with individuals on all levels.

•Outstanding record of achievement in management and staff leadership.

•Proven record at building and directing any operation through creative leadership and effective management.

•Solid decision-making skills.

•Adept at analyzing and resolving problems.

•High level of performance in organizational and time management.

•Results oriented, highly motivated to succeed.

•Energetic and assertive, adept at the coordination and implementation of multi-faceted operational procedures in any established operation.

•A sound professional attitude with pride in personal performance.

•Highly decorated, honorably discharged U.S. Armed Forces veteran.

SKILLS PROFILE

•Business Acumen

•Human Resources

•Strategic Planning

•Project Management

•Leadership

•Recruiting / Hiring

•Onboarding

•New Employee Orientation

•Prioritization/ Multi-Tasker

Training

Employee Relations

Employment Law

Policies & Procedures

Call Center

Reporting / Forecasting

Analytical Skills

Employee Engagement

Analytical Skills

Organizational

Collaborator

Deductive Reasoning

Multi-Tasker

Sense of Urgency

Detailed Oriented

Problem Solver

Customer Service

Advanced Communication

HIPAA / Confidentiality

COMPUTER / TECHNICAL SKILLS

•Microsoft Outlook

•Microsoft Word

•Microsoft Excel

•Microsoft PowerPoint

•Icims

Microsoft Access

Microsoft OneNote

Peoples

Prism

Slack

E-time / Celayix

Web-Ex/Go-To-Mtg

ABI

CAREER HISTORY

Quest Inc. – Orlando, FL Sep 2019- Jan 2020

Talent Acquisition Specialist

•Worked closely with and built a strong relationship with hiring directors and managers for group & cluster homes for patrons with developmental disabilities.

•Met the hiring managers requirements and expectation of the job needed to interview candidates

•Successfully assessed applicants, determined whether or not they would be able to perform well in their position and sent initial interview findings to the hiring managers with recommendations

•Scheduled qualified candidates a second interview with directors and managers

•Built relationships with people from different backgrounds and experiences while helping them realize their goals

•Recruited candidates using a variety of outlets, such as job postings and social media, effectively targeted the right kinds of candidates for the job

•Recommended new ways to source new candidates

•Worked closely with the human resource department and submitted all hiring paperwork for new employees to include sending offer letters to the candidate.

Andy Frain Services– Orlando, FL Aug/2008 - Present

Manager of Talent & Event Services

•Acquire client and talent base via cold calling, referrals and job fairs via headhunting tools such as Social Media platforms (LinkedIn, Twitter and Facebook), and Indeed, CareerBuilder, and event-based networking functions.

•Oversee candidate screening, interviewing and computer testing completion.

•Manage client accounts by cultivating and developing on-going professional relationships by communication, proposals, payroll services and time-keeping (ABI).

•Spearheaded and streamlined the company’s Veteran Hiring Program.

•Recruited and hired over 800 employees for staffing at Camping World Stadium, Amway Center, Exploria Soccer Stadium, Bob Carr and Dr. Phillips Performing Arts.

•Managed and staffed high-profile events such as Beyoncé, Pro Bowl, WrestleMania Wicked, Lion King and Orlando Magic.

•Presented and trained New Hire Orientation in classroom of 30 new employees per class lasting 2 hours.

•Oversee department improvement, employee recognition and incentive programs.

•Trusted by company to delivered and trained employees on Customer Service, company policies and procedures and scheduling procedures.

•Designed and developed training guide and standard operating procedure manual for call center.

•Trained staff on client safety procedures and OSHA guidelines to boost safety for all patrons.

PROFESSIONAL ACCOMPLISHMENTS

Mauiva Orlando, FL Jan 2012 – Nov 2014

Customer Support Manager/Account Manager

•Built and maintained new account base through outside sales (Act! –CRM Software).

•Provided leadership for over 65 travel hosts and co-workers for employee growth in our aviation company.

•Delivered world-class customer service, trained, and dispatched employees for positive customer encounters.

•Motivated employees with leadership engagement via events and PPM.

•Resolved customer concerns while overseeing other departments, resulting in improved customer service and increased returning business.

•Reviewed employee’s annual performance appraisals and administered raises when appropriate.

•Trained each employee for their position on expectations and policies and procedures.

•Monitored employees’ calls for quality, average handle time and coaching opportunities.

•Interviewed, hired and coached over 50 employees.

•Oversaw payroll, labor matrix and travel arrangements for 50 Travel Hosts across the United States.

Turnstile Publishing – Orlando, FL Jan 2008 – Dec 2010

Travel Manager

•Developed and carried out initiatives of the company to exceed company goals and objectives – resulting in an approximate 40% boost in sales.

•Implemented efficiency practices and kept up to date on the latest commercial publishing industry trends.

•Gave emphasis on corporate incentive travel opportunities; golf groups, sporting groups, retirement community groups and travel agencies.

•Administered and streamlined a travel policy for everyone that traveled in the company; set the airline, hotel, car and meal expense limits.

•Collaborated with Accounts Payable and Corporate Accounting.

Bonnier Corporation – Orlando, FL Jan 2007- Jan 2008

Travel Manager

•Managed over 85 employees for a traveling department for a publishing company.

•Oversaw the company’s day to day Travel Operations as well as domestic and international travel requirements.

•Negotiated contracts for all airline, hotel and car rentals.

•Utilized the Sabre GDS application to make airline, hotel and car reservations.

Omega World Travel Feb 2001 – Jul 2006

Director of Training & Education

•Trained staff and students on government, corporate and leisure travel, selling and closing techniques.

•Traveled to over 50 company locations to lead training for hundreds of employees.

•Instructed travel school students, each class lasting 9 weeks, teaching Sabre and Apollo airline reservation systems, travel history and how to provide stellar customer service.

•Developed and built course plans that met the needs of adult learners to become travel agents nationwide; tailored lesson plans for a broad base of learners (hands on, auditory, tactile, and more.).

•Achieved success in duals roles; Branch Manager for off-site agency with over 125 employees in Pennsylvania, Virginia and Maryland.

EDUCATION & MILITARY SERVICE

Hillsboro Community College – Ybor City, FL

Journalism

National Career Institute – Tampa, FL

Travel & Tourism

United States Army



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