Summary
Overview
Work History
Education
Skills
Training
Timeline
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BRIAN L. JOHNSON

Tampa,Florida

Summary

Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.

Overview

31
31
years of professional experience

Work History

Supervisor of Customer Service & Technical Support Department

VERIZON WIRELESS
01.2008 - Current
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
  • Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
  • Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
  • Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.

Collection Supervisor / Financial Services Department

VERIZON WIRELESS
01.2000 - 01.2008
  • Enhanced collection efficiency by implementing strategic collection processes and procedures.
  • Streamlined workflow for better team productivity through effective task delegation and supervision.
  • Reduced delinquency rates by consistently monitoring collections activities, setting targets, and providing feedback to staff members.
  • Improved customer relationships with tactful negotiation skills and empathetic communication techniques.
  • Maintained accurate records of all collections activities, ensuring compliance with regulatory standards and company policies.
  • Increased recovery rates by developing tailored payment plans that catered to individual debtor circumstances.
  • Resolved escalated collection cases by working closely with legal teams and providing necessary documentation support during litigation processes.
  • Established strong rapport with customers through professional communication skills, leading to increased likelihood of debt resolution agreements.
  • Optimized call center operations by streamlining call scripts and schedules for maximum effectiveness in reaching delinquent accounts holders.
  • Implemented proactive measures to minimize bad debt exposure by conducting risk assessments on high-risk accounts before granting credit extensions or terms adjustments.
  • Negotiated payment arrangements with clients experiencing financial difficulties, demonstrating empathy and understanding while maintaining a firm commitment to recovering outstanding debt balances.

ATS (Associate Team Support) - Financial Services Department

VERIZON WIRELESS
01.2000 - 01.2000
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.
  • Organized spaces, materials and catering support for internal and client-focused meetings.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Kept high average of performance evaluations.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Reported to senior management on organizational performance and progress toward goals.
  • Controlled finances to lower costs and keep business operating within budget.
  • Managed compliance to keep organization operating within legal and regulatory guidelines.
  • Managed office operations while scheduling appointments for department managers.

Lead Representative - FRAUD

VERIZON WIRELESS
01.1996 - 01.2000
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Mentored junior team members, resulting in improved performance and overall team productivity.
  • Managed multiple projects simultaneously, ensuring timely completion within budget constraints.
  • Exceeded performance targets by consistently delivering high-quality work in a fast-paced environment.
  • Expanded market share through effective business development initiatives and strategic partnerships.
  • Implemented continuous improvement initiatives, optimizing operational efficiencies and driving cost savings.
  • Contributed to the development of marketing campaigns that successfully increased brand awareness and customer engagement.
  • Analyzed data trends to identify potential opportunities for growth, driving decision-making processes for future initiatives.
  • Negotiated favorable contract terms with suppliers, reducing costs while maintaining quality standards.
  • Built rapport with customers by actively listening and responding appropriately to inquiries which resulted in higher client retention rates.

CUSTOMER ASSURANCE ASSOCIATE

GTE WIRELESS
01.1996 - 01.2000
  • Educated and informed customers of Fraud and Pin technologies capabilities (Authentication, SPINA/SPINI, Fraud Detect and Agent Pin technologies)
  • Streamlined audit processes for increased efficiency and accuracy through the implementation of advanced software tools.
  • Improved team collaboration by fostering open communication and effectively delegating tasks to team members.
  • Reduced discrepancies in financial statements by meticulously reviewing documents and identifying errors.
  • Managed multiple simultaneous audit projects, consistently meeting deadlines while maintaining high-quality work standards.
  • Assisted in the preparation of comprehensive reports, presenting findings clearly and concisely for management review.
  • Maintained up-to-date knowledge of accounting standards, ensuring accurate application throughout all assurance engagements.
  • Strengthened relationships with key stakeholders through clear communication, active listening, and prompt resolution of concerns or issues raised during audits.
  • Promoted a culture of continuous improvement within the assurance department by regularly sharing best practices with colleagues at firm-wide meetings or training sessions.
  • Conducted reviews of interim financial information, providing timely insights into potential risks or areas requiring further investigation in year-end audits.
  • Assisted clients in implementing internal controls, resulting in more accurate and reliable financial reporting processes.
  • Evaluated the effectiveness of clients' governance structures and recommended improvements to enhance accountability and transparency.
  • Assisted with independent internal and external audits.

Student Intern/Human Resources Department

TALLAHASSEE MEMORIAL HOSPITAL
01.1993 - 01.1994
  • Assisted with employee activities
  • Wrote Grant Proposals
  • Coordinated Semi - Annual Blood Drive
  • Assisted with Employee Orientation sessions
  • Demonstrated adaptability by learning new software programs and tools quickly, enhancing overall efficiency within the intern role.
  • Collaborated effectively with diverse teams, promoting a positive work environment conducive to achieving shared goals.
  • Developed time-management skills through balancing multiple assignments while consistently meeting deadlines during the internship period.
  • Built professional relationships with colleagues at all levels within the organization, strengthening interpersonal communication skills during the internship experience.
  • Conducted extensive research for startup company projects.
  • Maintained database systems to track and analyze operational data.
  • Gained practical experience in financial analysis, assisting with budgeting processes and expense tracking for better resource allocation.
  • Applied theoretical knowledge gained from coursework to real-world situations within the internship setting for improved understanding of industry practices.

Education

Bachelor of Science - Health Care Management

Florida Agricultural & Mechanical University
Tallahassee, Florida
08.1994

Skills

  • Operations Management
  • Staff Management
  • Business Development
  • Inventory Control
  • Project Management
  • Staff Development
  • Financial Management
  • Process Monitoring and Improvement
  • Negotiation
  • Problem-Solving
  • Data Analysis
  • Audit reporting

Training

  • Management / Supervisor Online Trainings
  • Monthly

Timeline

Supervisor of Customer Service & Technical Support Department

VERIZON WIRELESS
01.2008 - Current

Collection Supervisor / Financial Services Department

VERIZON WIRELESS
01.2000 - 01.2008

ATS (Associate Team Support) - Financial Services Department

VERIZON WIRELESS
01.2000 - 01.2000

Lead Representative - FRAUD

VERIZON WIRELESS
01.1996 - 01.2000

CUSTOMER ASSURANCE ASSOCIATE

GTE WIRELESS
01.1996 - 01.2000

Student Intern/Human Resources Department

TALLAHASSEE MEMORIAL HOSPITAL
01.1993 - 01.1994

Bachelor of Science - Health Care Management

Florida Agricultural & Mechanical University

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BRIAN L. JOHNSON