Summary
Overview
Work History
Education
Skills
ADDITIONAL EXPERIENCE
ADDITIONAL INFORMATION
WHY I'M A STRONG FIT FOR 911 ANALYST ROLE
Timeline
Generic
DESHAWN JOHNSON

DESHAWN JOHNSON

Fort Worth

Summary

Dynamic and detail-oriented professional with 5+ years of fast-paced contact center and customer service experience in high-volume environments. Proven expertise in emergency response, multi-tasking, data entry, and complex problem-solving under pressure. Strong history of maintaining composure, active listening, and clear communication in challenging situations. Seeking 911 Call Analyst position to apply telecommunication, crisis management, and emergency coordination skills.

Overview

11
11
years of professional experience

Work History

Client Service Rep. II - Deposits

BANK OF AMERICA
Arlington, TX
10.2024 - Current
  • - Resolve routine and complex client requests through multiple channels (calls, chats, emails) in high-volume, inbound contact center environment
  • - Manage escalated calls and provide timely, accurate troubleshooting solutions while maintaining composure in challenging situations
  • - Demonstrate exceptional multi-tasking ability: toggle between multiple systems, manage competing priorities, and communicate resolutions clearly
  • - Identify client needs and assess situations for potential risk factors (fraud, compliance issues) requiring escalation and exception handling
  • - Record data captured during client interactions with accuracy and precision, ensuring compliance with financial regulations
  • - Identify items requiring risk review and escalate through appropriate channels using proper protocols
  • - Read and implement frequent updates and learning materials in real-time while actively engaged with clients
  • - Maintain strict compliance with industry regulations, bank procedures, and financial controls
  • Key Accomplishments:
  • - Successfully manage high-stress situations while maintaining customer satisfaction and accuracy
  • - Provide peer support to fellow agents through escalated call assistance
  • - Consistently meet or exceed performance metrics in complex transaction environment

Receptionist

PARK VIEW CARE CENTER
Fort Worth, TX
02.2021 - 10.2023
  • - Served as primary point of contact for guests, visitors, and emergency personnel in person and via phone in professional, courteous manner
  • - Operated multi-line phone system and paging system for facility-wide communications
  • - Assisted with emergency evacuation procedures and patient coordination during critical situations
  • - Demonstrated consistent, dependable attendance and availability
  • - Applied reasoning skills and good judgment in assessing visitor needs and directing appropriately
  • - Communicated effectively and functioned productively as member of interdisciplinary team
  • - Read, wrote, and understood English language for professional correspondence and documentation

Care Coordinator II

SPREEMO HEALTH / ONE CALL CARE MANAGEMENT
Addison, TX
05.2017 - 06.2019
  • - Coordinated complex healthcare communications in fast-paced workers' compensation environment
  • - Contacted radiologists and scheduling facilities daily to schedule and verify completion of patient appointments (MRI, CT, ultrasound, etc.)
  • - Obtained and transmitted medical reports between multiple parties (patients' adjusters, facility management, treating doctors)
  • - Managed correspondence via email and fax between multiple stakeholders with accuracy and timeliness
  • - Demonstrated strong organizational skills and ability to manage multiple ongoing tasks simultaneously
  • - Applied problem-solving skills to resolve scheduling and communication barriers

Transition Coach

CONVERGYS (AT&T DIGITAL LIFE)
Richardson, TX
08.2016 - 04.2017
  • - Provided technical and customer service assistance to home security system customers
  • - Coached new agents fresh out of training to build soft skills and system knowledge
  • - Explained technical concepts clearly and trained agents on devices and systems
  • - Provided billing and care assistance with detailed, accurate information
  • - Demonstrated mentoring ability and patience under high-volume conditions

Collections/Customer Service Manager

COMCAST CABLE COMMUNICATIONS
Fort Worth, TX
10.2014 - 10.2015
  • - Managed high-volume outbound call center environment with 100+ concurrent accounts
  • - De-escalated difficult conversations with customers and resolved disputes professionally
  • - Made quick decisions on account resolution and payment arrangements
  • - Tracked and organized large volume of account information
  • - Maintained detailed records and documentation of customer interactions
  • - Demonstrated stress tolerance and composure in challenging customer service situations

Education

High School Diploma - undefined

Trimble Technical High School
Fort Worth, TX
01.2012

Skills

  • Emergency & Crisis Management: Escalation handling, crisis de-escalation, high-pressure decision-making, multi-tasking under stress
  • Communication & Listening: Active listening, clear verbal communication, professional phone etiquette, emergency call handling, radio communication basics
  • Data Management & Systems: Accurate data entry, CAD systems readiness, multi-system navigation, database record management, attention to detail
  • Customer Service & Conflict Resolution: Problem-solving, dispute resolution, conflict de-escalation, customer care coordination, service orientation
  • Administrative Excellence: Operations management, record keeping, policy compliance, accuracy in documentation, regulatory adherence
  • Technical Competencies: Multi-line phone systems, live chat systems, computer-aided systems, emergency alert systems, information databases

ADDITIONAL EXPERIENCE

  • Mustang Creek Estates Residential Assisted Living & Memory Care | Keller, TX | Supervisor (2018-2022) - Team building, on-call supervision, coordination of daily operations
  • Six Flags National Support Center | Arlington, TX | Customer Service Representative (2019-2020) - Handled high-volume incoming calls and live chats, effective problem-solving, customer care
  • Chick-fil-A | Hurst, TX | Team Leader (2015-2016) - Oversaw team members, maintained safety and security protocols, managed daily operations
  • HelloFresh | Grand Prairie, TX | Production Associate (2020-2021) - Followed safety and quality protocols, multi-tasking in high-paced environment

ADDITIONAL INFORMATION

  • - Availability: Flexible for all shifts including nights, weekends, holidays, and overtime
  • - Location: Arlington/Fort Worth area; local to Dallas
  • - Background: Ready to pass background investigation, drug screening, and vision tests as required
  • - Technical Ready: Available to complete required training on CAD systems, emergency alert systems, and emergency communications protocols

WHY I'M A STRONG FIT FOR 911 ANALYST ROLE

  • 5+ years high-volume contact center experience with proven stress tolerance
  • Multi-tasking expertise managing multiple systems simultaneously with accuracy
  • Active listening skills developed through extensive customer service and coordination roles
  • Crisis management experience in healthcare and financial services environments
  • Detail-oriented with strong data entry and record-keeping track record
  • Team player with proven ability to escalate appropriately and follow protocols
  • Local to Dallas and available for all required shifts
  • Committed to obtaining required certifications (TCOLE, TCIC/NCIC/CJIS)

Timeline

Client Service Rep. II - Deposits

BANK OF AMERICA
10.2024 - Current

Receptionist

PARK VIEW CARE CENTER
02.2021 - 10.2023

Care Coordinator II

SPREEMO HEALTH / ONE CALL CARE MANAGEMENT
05.2017 - 06.2019

Transition Coach

CONVERGYS (AT&T DIGITAL LIFE)
08.2016 - 04.2017

Collections/Customer Service Manager

COMCAST CABLE COMMUNICATIONS
10.2014 - 10.2015

High School Diploma - undefined

Trimble Technical High School