Customer Service Rep
Resume:
Robert L Johnson
***** **** ***** ****, ******* Arizona 85326
E-mail: **************@***.***
Career Objective
To be an integral part of an organization by focusing on my capabilities, deliver the best out of my potential and play an active role in the growth of the company, utilizing my communication, leadership, team building, skills and knowledge.
Professional Experience/Employment History
Hot Springs Citizens for Progress October 2003 - Present 243 North River Street
Hot Springs SD 47745
Position: Operations Manger
Job Descriptions:
Manage day to day operations of company for the board of directors. Complete oversight and supervision of multiple site and multiple program company. Relate and manage personal in multiple locations and contractors by phone and computer. Organize and relay information and policies. Handle conflicts and questions related to projects location personal and policies. Data recoding and management as well as document and permit management. Job Duties:
• Negotiation, maintaining and administration of contracts.
• City Permit and inspection supervision, scheduling, and management.
• Budget and contract management
• Third tier technical support and help for all sites.
• Grant writing and research.
• Grant and building reporting and billing setup.
• Employee and contractor hiring and management.
• Coordinate between city officials, employees, and contractors.
• Database entry, maintenance and report writing.
• Prepare planning and meeting materials, reports, and information.
• Prepare daily and weekly production and assignment reports.
• Correction, review, retrieval of data from multiple programs and databases.
• Prepare and distribute administration and educational material.
• Provider contracts management and support, project coordination and reporting.
• Coordinate and distribution of assignments and issue resolution.
• Audit provider information and contacts
• Update and disseminate city building code updates or changes.
• Supervise, create and oversee special projects
• Explain different state and local programs, codes, laws or demands to clients, employees, and contract pers onnel, their limits, requirements, duration, and renewal process as well as making applications over the pho ne or in person.
• Report to board of directors the progress of company and projects. Healthnet/FHS Inc. April 1999 –September 2003
21281 Burbank Blvd,
Phoenix, AZ 85027
Position: Senior Project Manager
Job Descriptions:
My original job was to take over supervision of the hardware part (desktop computers) of a 10 billion- dollar Y2k project that had been ongoing for 2 years, but the departments heads were questioning the progress and reports or lack of. I was to build an infostructure between two newly merged companies HealthNet and FHS (Family Health Services) organize and report on the progress of the Y2k project. I had to organize, develop and execute meetings, updates, reports, collect and distribute date and inventory information to correct personal while supervising scheduling and execution of upgrades and replacement of necessary equipment. Do a companywide assessment of best policy and cost saving procedures to effectively meet project needs at a modest cost without overtaxing limited personal available to do the manual labor. Job Duties:
• Create a list of department heads, supervisors, technical personal, office locations, home users, remote bran ches, and eqpt locations.
• Create and manage meeting schedule with each group as needed to keep them informed and to request infor mation on their individual group as well as listen to their needs and concerns.
• Create reports of project goals and schedules and communicate with anyone interested in our progress.
• Tract all progress, record all issues and resolutions as well as create reports submitted to supervisors and co mpany board of directors as requested.
• Directly supervise IT staff and act as liaison between technical staff and corporate management.
• Develop and execute cost and time saving policies to maximize project completion while meeting client ne eds for progress reports and input.
• Manage multiple IT projects with budgets over 2 million each at one time. No less than 5 no more than 12 a t the same time and micro projects as they were assigned that averaged 15 a week.
• Manage and organize complete replacement and upgrade of 45k plus desktop computers for Y2K.
• Coordinate and manage multiple site contact information, inventory, distribution, and work schedule.
• Dealing with stressed, desperate, upset, confused, angry, and uninformed clients.
• Coordinate between clients to facilitate timely upgrades with minimal interference or job interruption of cal l centers and process operations.
• Coordinate and launch upgraded programs, data mergers, date importation or conversion, data links, replac ement programs, micros, and communication links.
• Coordinate and manage between client, work site, programmers, desktop techs, manufactures, and engineer s.
• Create a companywide site location database with employee locations, inventory, database, software and ha rdware inventory.
• Create and improve new and current communication system to unify FHS and HealthNet facilities.
• Implement security and virus protection on a companywide basis.
• Structure, manage, and supervise all projects companywide or local offices with a budget of 2 million or more and highly sensitive.
• Coordinate departments to resolve issues that failed to get resolved without help.
• Track and Report project progress, issues, and guild technical personnel on project duties goals and timetables as well as project status.
• Coordinate and report project status to client (departments) and act as technical liaison between IT departm ent and corporate departments. (In other words, turn technical information into easy-to-understand languag e and user requirements to technical information and duties.)
• Identifying and resolving application issues, data entry and multitasking.
• Structure and verify our databases and infostructure meet HEPA as well as our corporate client’s security re quirements and needs.
• Correction, review, retrieval of data from multiple programs and databases.
• Explain different state and local programs, codes, laws or demands to clients’ employees and contract personnel, their limits, requirements, duration, and renewal process as well as making applications over the phone or in person.
• Verify all IT programs involved in any projects where licensed and meet HEPA and Federal privacy and sec urity requirements.
• Follow up with user to get approval to close projects and verify there are no issues prior to closing project f ile.
GTE CC (Version Inc.) Nov 1998 – April 1999
15509 Sand Canyon Av,
Irvine, CA 92618
Position: Asst National Fields Operations Manager –Contract position Job Descriptions:
I manned the hot seat, if it was a problem that would wake up or go to the President of GTE CC it came to me. I took care of all issues, problems, complaints and projects for high profile clients, management, and resolved issues. Our clients were WellPoint, Chevron, Unicare and Blue Cross to name a few. If there was a issue or complaint with IT projects or issues it was my job to resolve it. Main issues were work from home, Doctors clinics, provider and intercompany communications and networks. Included both Data and Phone. My job when hired was to resolve serious issues and save the contracts with important clients by creating lasting solutions and procedures. Job Duties
• Responsible for all aspects of issues, complaints, questions, concerns or inquires of multiple clients contacted by company to provide IT and Phone service all done over the phone. Tracking of all issues, request, concerns, inquires and investigating to provide correct information or commitment. Management or issues as well as problem resolution. Reviewing and recommending policy upgrades or additions to suite client needs or request. Evaluation of computer and phone systems for possible issues or failures. responses, enrollment or program updates, security, and password management as well as QC, and reporting of results with multiple resolutions.
• Coordinate with clients, technical staff, supervisors, management, and contractors, to resolve issues or create projects to fix issues.
• Focus on accuracy of information, possible network or phone problems and resolutions as well as enrollment/data entry accuracy, and security meet company contracted minimum QC and performance standard.
• Recommend policy and change in department responsibility or workload to meet performance standard by contract.
• Submit for funding and approval companywide upgrade projects to integrate and secure multi state communication and date sharing or transfer.
• Respond to complex questions related to network operations, security, procedures, upgradeability, cost, and processing.
• Focus on stabilizing bad network integration and fixing undying issues that were creating ongoing problems or issues
• Report all complaints, viable inquires and issues with their status to corporate management. Utilizes Access database applications to track projects, solutions, issues and information and communicate status to necessary team members.
• Incorporates special client-directed projects into daily workload.
• Primary customer service person to all executives and people of importance.
• Lead and manage company projects and provide technical expertise.
• Follow up on issue resolution with clients before closing file. Carnival Cruise Line August 1998 – Nov 1998
3655 NW 87th Ave,
Miami, FL 33178
Position: Information and Communications Officer
Job Descriptions:
Manage all computer networks, data programs, cash registers, printers, credit card reader, ATMs and information or customer databases aboard ship and at port. Make sure all computers and IT equipment aboard shipped operated and personal were trained and give assistance when needed. Perform needed program and hardware repairs, produce customer and staff reports as well as other data related reports needed by ship and corporate. Train personal, print passenger IDs and onboard debit cards and maintain ATMs. Fix maintain and operate ship system computer systems and communication systems. Perform system test for emergency systems, communication systems, entertainment systems and cash systems onboard. Maintain ship wide internet and computer network system and cell service system. Basically, I was the only computer, navigation and communication technician and programmer on board, performing maintenance, testing and training on all eqpt. Number one job was traveler's happiness and satisfaction by providing superior service. Job Duties
• Provide superior customer service. As one of the few Americans onboard I was often asked to explain things to travelers regardless of issues or area of service.
• Meeting customer requirements at the minimum cost through optimal use of materials, proper targets, and efficient inventory management.
• Recommend product improvements to foster innovation.
• Identify product challenges and recommend appropriate resolutions.
• Identify areas of improvements and recommend corrective actions.
• Interact with management and customers for product planning, problem resolutions and process improvement activities.
• Develop process improvements to enhance effectiveness and efficiency of the products.
• Implement product control processes to validate product design and development activities.
• Provide direction and guidance to product team to achieve company goals. Best Deals Inc April 1996 - August 1998
5990 Sepulveda Blvd
Van Nuys, Ca 91411
Position: Customer Service Manger
Job Descriptions:
Research customer complaints, investigate issues with refunds, product damaged and shipping. I would take customer calls of unissued credits on returns of merchandise from our catalog. Try to resolve problems with missing, damaged or incorrect products ordered by our customers. Resolved credit card credits and debits as well as outstanding charges or overcharges by our company. Give product descriptions and operating instructions when necessary. Investigate claim of lost or broken products as well as returns that were not credit to customer’s account. Make claims for lost or missing shipments to customers. Create and maintain customer database of all returns and claims by catalog customers.
Job Duties:
• Resolve customer complaints and issues. Perform day-to-day customer service and product tracking, marketing, investigating product return claims and customer service activities.
• Performed several tasks such as taking customer’s orders, complaints, issuing refunds, credits, assemble the orders and filing claims with shipper.
• Serving as refund manager and product replacement.
• Duties include making investigating returns, swapping of merchandise, tracking of packages, and answering customer inquiries. Calling to notify customers of delay or problems with orders. Recording customer complaints or problems with merchandise or order process. Maintaining inventory and tracking refunds and merchandise returns.
• Always maintaining good relationships with our customers and shipping contractor. Lindley Garden Apartments Jan 1994- April 1996
10631 Lindley Ave
Northridge, CA 91326
Position: Apartment Manager (after earthquake)
Job Descriptions:
Manage repair of apartment building after the Northridge earthquake. Maintain customer relations with a scared cliental while fixing damaged areas of the building and ground caused by the earthquake. Organize with city and state investigators, as well as contactors and insurance people while operating a functioning 310-unit apartment building. Helping the red cross and displaced residents who were living in the parking lot next door and residents of our building. Helping with fema claims and insurance adjustors of both the building and residents. Disaster relief management of supplies.
Job Duties:
• Perform customer service and updates to clients and owners.
• Be available and informed of what was going on and relate it to residents and management.
• Working with local inspectors and conduction inspections according to their requirements to keep our residence safe and ground open.
• Record damage and do follow up inspections after each after shock and on regular bases.
• Organize cleaning and maintenance workers to help both residents and fix the building.
• Secure a power source and turn off necessary water or power to damaged or suspected areas.
• Secure the area and schedule inspections of apartments.
• Coordinate and collaborate with transportation companies.
• Answer and respond to customer inquiries relating to their apartments, supplies and stocks.
• Organize and manage stock of emergency relief supplies for residents.
• Prepare and verify accurately the stock records and statements.
• Relocate of find shelter for residents unable to occupy their apartments.
• Implement safe and secure procedures in emergency relief supplies.
• Coordinate between fema and local resident for relief inspections and appointments
• Facilitate counseling and provide shelter to homeless. Media Distributions Systems Los Angeles Sept 1987 – Jan 1994 Culver City Ca 90232
Position: Operations Manager
Job Descriptions:
Manage a 60-person public relations support company. Hire and train employees, payroll and benefit management, make company policy and procedures. Resolve customer support issues and complaints. Accounting and account management. Company copies assembled and distributed press releases with its propriety program for PR companies to news and magazine outlets. Job Duties
• Supervised and managed a public relations support company.
• Hire and train all employees
• Handle HR and payroll, accounting and billing
• Customer relationship and vendor management
• Manage install maintain computer network and data base. Knowledgeable on computers, filing, data encoding, troubleshooting any future problems
• Handle all customer relations and billing.
Home Inc (Hospice outside the medical environment) April 1985- Sept 1987 Van Nuys Ca 91406
Position: Operations Manager
Job Descriptions:
Manage daily operations of nonprofit home hospice including hiring of nurses, and all employees. Medical certifications and legal business registration and processes. Accounting and payroll, employee benefit management. United State Marine Corps Oct 1981 – Aug 1985
Education
• US Naval Avionics School Millington Tn
o Degree in aviation electronics and advanced circuity 1981-1983
• US Naval College Norfolk Va
o Advanced aviation radar weapon system electronics, communications, and computer systems
1983
• Marine Corps Institute Yuma Az
o Computer network systems and programming
1984-85
• Western Technical Institute Van Nuys Ca
o Computer electronics and programing
o Please not this school closed before a degree was finished. 1987
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