C. Phyllis Johnson
Operations Manager
Philadelphia,PA
Summary
Seasoned Operations Manager and talented leader with 5 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Contact Center Operations Manager
Nationwide
Remote
11.2021 - Current
- Helps to promote a consistent caller experience through real-time call trafficking for the contact call centers
- Partners with contact center leadership to coordinate appropriate staffing levels in consideration of call volume trends and planned off the phone activities
- Ensures the contact center successfully maintains adequate staffing levels by optimizing schedules to meet demand
- Maintains active communication throughout the day with contact center leadership to identify call trends, protect SLAs, monitor agent activity, and coordinate tactical in-game management
- Consistent use of Analytical and reporting skills to leadership
Complex Census Specialist/Customer Service Representative Specialist
Cigna (contract)
Remote, VA
07.2021 - 11.2021
- Applied advanced skills in Excel to generate Health Insurance Employee Censuses and GRX Censuses.
- • Familiarity with interpreting and modifying XML files
- Performed research and checked all facts to maintain high standard of produced of all employee censuses.
- Collected data from various sources to determine facts about requested Insurance Censuses both Employee and GRX.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
HR Associate
Amazon (Contact)
Remote, VA
10.2020 - 04.2021
- Receive queries via phone or web case and log contacts into shared service case management system in the DLS - Covid Resource Center
- Served as support contact for employees with questions about their time away from work due to Covid illness
- Managing cases in salesforce to process leave compensation
- Contact tracing for employees that needed medical referrals, etc
- Applied FMLA and other leave options for all employees
- Approving Covid Leave through Disablity and Leave services
Records Clerk
Environmental Protection Agency - (Contract)
Chantilly, VA
10.2019 - 9 2020
- Receives and distributes up to 100 paper shipping records; electronic data files and electronic data uploads.
- Records information in logs and in automated tracking systems or other electronic information or record keeping systems concerning files (e.g., adding, deleting, updating, modifying, and correcting tracking records; scanning files; checking files in and checking them out; transferring files; retiring files; recycling files; etc.).
- Researches information systems and finding aids to identify and locate files.
- Identifies, organizes, describes, and labels record materials, as necessary.
- Maintained 100% efficiency for large record volume organization
Scheduling Manager/Customer Service
Samsung (Contract)
Fairfax, VA
04.2017 - 12.2018
- Performing in-person and phone interviews with Tech Candidates
- Met all customer call guidelines including service levels, handle time and productivity.
- Making recommendations to HSN hiring managers
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Adhere to corporate standards and best practices, including audit trail of work files, relevant correspondence with business partners and evidence of submission
Lead Conference Services Assistant
Center for Naval Analyses
Arlington, VA
07.2015 - 10.2018
- Uses knowledge of conference services function to provide guidance to others.
- Will act as lead to facilities staff and external vendors to set-up and prepare conference facilities for meetings and conferences (including moving furniture and supplies) Works independently, assisting staff and outside requestor with booking conference ordering catering and setting up for conferences and meetings.
- Uses judgment and initiative to assess and evaluate requestor needs and propose solutions to support conferencing requirements.
- Can solve complex catering/billing problems.
- Develops relationships with internal and external customers, fostering trust.
Customer Service Rep/Scheduler
FFX Medical Group
Fairfax, VA
08.2014 - 04.2015
- Greeted all patients and checked them in for their medical appointment.
- Processed all insurance and payments foe patient visits.
- Answered all incoming calls and scheduled patient appointments Dealt with difficult and challenging patient issues successfully throughout the day.
- Contributed to building a successful and stable employee team.
- Exceeded customer satisfaction by finding creative solutions to problems
Private Investigator
Leumas Security Services LLC
Williamsburg, VA
01.2013 - 06.2014
- Performed surveillance of suspects using binoculars, cameras and camcorders.
- Secured all doors in the office and main building after hours.
- Warned offenders about rule infractions and violations and verbally evicted violators from premises.
- Detected suspicious activities and watched for criminal acts and rule infractions.
- Monitored central alarm system for fire, intrusion, and duress alarms and responded when needed.
Security Access Officer
Freddie Mac
McLean, VA
01.2011 - 12.2012
- Secured all doors in office and main building after hours.
- Inspected equipment, structures and materials to identify cause of errors and defects.
- Screened all passengers, crew members and employees for weapons and contraband.
- Operated detecting devices to screen individuals and prevent passage of prohibited articles into restricted areas.
- Wrote reports on property damage, theft, presence of unauthorized persons and unusual occurrences.
Staff Assistant
American University Washington College of Law
Washington, DC, DC
03.2007 - 09.2010
- Supported office administrative needs with timely and knowledgeable clerical assistance to maximize team performance and efficiency
- Supported office needs including taking messages, scanning documents and routing business correspondence
- Screened LL.M Applicant's resume's
- Organized personal and professional calendars to streamline office communications, scheduling and initiatives for Senator Jamie Raskin (D-MD)
- Recruiter for summer Intern's and office staff
Senior Administrative Assistant
American University
Washington, DC
04.2005 - 03.2007
- Ordered and distributed office supplies while adhering to a fixed office budget.
- Managed office supplies, vendors, organization and upkeep.
- Directed guests and routed deliveries and courier services.
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Opened and properly distributed incoming mail.
Education
Bachelor of Science - Environmental Public Policy And Management
Purdue University Global
Remote05.2023
Transferred Credits - Political Science
American University
Washington, DC05.2010
High School Diploma -
Suitland Senior High School
Prince Georges, MD05.1996
Skills
- Data Entry (10 years)
- Microsoft Excel (SME)
- Microsoft Word (10 years)
- Salesforce/ Workforce
- Customer Service (10 years)
- Compliance Officer
- HIPPA /FMLA policies and procedures
- Quality control
- CCPulse
- Human Resource Management
- Disability and Leave services experience
- Strong communication
Certification
- Groups Lifetime Member of Alpha Phi Omega - American University Jadel Tau February 2007 to Present Co-Ed Public Service Fraternity Dedicated to love, fellowship and service
Timeline
Contact Center Operations Manager
Nationwide
11.2021 - Current
Complex Census Specialist/Customer Service Representative Specialist
Cigna (contract)
07.2021 - 11.2021
HR Associate
Amazon (Contact)
10.2020 - 04.2021
Records Clerk
Environmental Protection Agency - (Contract)
10.2019 - 9 2020
Scheduling Manager/Customer Service
Samsung (Contract)
04.2017 - 12.2018
Lead Conference Services Assistant
Center for Naval Analyses
07.2015 - 10.2018
Customer Service Rep/Scheduler
FFX Medical Group
08.2014 - 04.2015
Private Investigator
Leumas Security Services LLC
01.2013 - 06.2014
Security Access Officer
Freddie Mac
01.2011 - 12.2012
Staff Assistant
American University Washington College of Law
03.2007 - 09.2010
Senior Administrative Assistant
American University
04.2005 - 03.2007
Bachelor of Science - Environmental Public Policy And Management
Purdue University Global
Transferred Credits - Political Science
American University
High School Diploma -
Suitland Senior High School