Daniel JohnsonCall Center Manager - General Dynamics Information Technology
Sharon Hill, PA [email protected] - 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
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