Daniel JohnsonCall Center Manager - General Dynamics Information Technology

Sharon Hill, PA 19079djohnson10.dj@gmail.com - 215-800-9049

To secure a position with a stable and profitable organization, where I can be a member of a team and utilizemy business experience to the fullest extent possible.Authorized to work in the US for any employer

WORK EXPERIENCE

Call Center ManagerGeneral Dynamics Information Technology - Chester, VA - August 2011 to January 2015

Determines call center operational strategies by conducting needs assessments, performance reviews,capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defininguser requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and revie

❖ Maintain up-to-date knowledge of CMS regulations and policies as they apply.

❖ Maintains professional and technical knowledge by tracking emerging trends in call center operationsmanagement; attending educational workshops; reviewing professional publications; establishing personalnetworks; benchmarking state-of-the-art practices; participating in professional societies.

❖ Accomplishes organization goals by accepting ownership for accomplishing new and different requests;exploring opportunities to add value to job accomplishments.

❖ Adhere to the HIPPA Privacy Act as it relates to the confidentiality of information released.

❖ Address media topics that are not related to Medicare Advantage Plans and Medigap policies (e.g. FluCampaign, Medicare surveys and social security mailings).

❖ Assist with the delivery of internal employee training for new and temporary employees as requested.

❖ Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning,coaching, counseling, and disciplining employees; administering scheduling systems; communicating jobexpectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewingcompensation actions; enforcing policies and procedures.

❖ Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Corrections OfficerSussex One State Prison - Sussex, VA - November 2010 to July 2011

Supervises and instructs inmates assigned to various work assignments.

❖ Maintain discipline and order among inmates.

❖ Acts as gate officer, tower officer, dormitory officer, transportation officer, or in any other capacity of thisnature as assigned.

❖ Searches inmates and inspects quarters for contraband.

❖ Promotes rehabilitation of inmates by attempting to modify anti-social attitudes,Discouraging, undesirable habits and encouraging worthwhile activities.

❖ Enforce rules and regulations for the safety, health, and protection of inmates.

❖ Assists in recapturing escapees.

❖ Performs other duties relative to the level of work described.

Senior Customer Service Representative

T-Mobile USA - Richmond, VA - July 2008 to May 2010

Responsibilities

❖ Fill in as Supervisor to ensure all tasks are completed daily.

❖ Ensure all staff complied to schedule compliance/adherence.

❖ Insert and apply all scheduled time on/off the operations floor.

❖ Satisfy all discontent customers while abiding by all company policies and procedure.

❖ Assist with conducting side-by-side mentoring sessions for staff.

General ManagerRite Aid Corporation - Philadelphia, PA - April 2004 to May 2008

Direct and coordinate all operations.

❖ Maintain payroll for employee staffing and store spending to encourage a profitable budget.

❖ Conduct a monthly managers meeting to discuss store successes, promotions, and improvementopportunities.

❖ Conduct financial audits to reduce shrinkage and employee theft.

❖ Provide coverage as District Assistant when short on management staff.

❖ Accomplish subsidiary objectives by establishing plans, budgets, and results measurements; allocatingresources; reviewing progress; making mid-course corrections.

❖ Maintain quality service by establishing and enforcing organization standards.

❖ Maintain professional and technical knowledge by attending educational workshops;reviewing professional publications; establishing personal networks;benchmarking state-of-the-art practices; participating in professional societies.

❖ Keep track of attendance, daily statistics, paid time off, sick time, etc.

Paint Line SpecialistNWB, Japan - Petersburg, VA - August 1999 to March 2004

❖ Inspect all produced windshield wipers designed for Honda and Toyota for drying defects.

❖ Start up and stop equipment.

❖ Assist with production line in factories.

❖ Clean production area.

❖ Sweep, mop, and remove debris.

❖ Load and unload items from machines, carts, and dollies.

❖ Feed or place items onto equipment for processing.

❖ Lubricate equipment.

❖ Measure and pour ingredients.

❖ Ensure conformance to specifications.

❖ Turn valves to regulate flow of liquids or gas.

❖ Mix ingredients.

❖ Pull damaged or ineffective equipment off the line.

❖ Mark parts for identification.

❖ Measure length of extruded article.

❖ Place equipment on conveyor belt for further processing.

❖ Remove product and machine attachments.

EDUCATION

SalesMosley Flint School of Real Estate Online2006 to 2007

John Tyler Community College - Chester, VA2000 to 2002

High School Diploma in GeneralPrince George High School - Prince George, VA1995 to 1999

ADDITIONAL INFORMATION

Key SkillsProficient or familiar with a vast array of programming languages, concepts and technologies, including:C++6 A-Basic Network Fundamentals Microsoft OfficeQ-Basic Verint Ms Dos Avoke Cobalt Next Generation Desktop Avaya Behavior Analytics SharePoint