Dion Johnson Jr.

Provide administrative and operational support to enhance branch performance and customer satisfaction. Experienced in facilitating branch operations, managing daily transactions, and ensuring compliance with banking regulations and policies. Proficient in resolving customer inquiries, handling account issues, and maintaining accurate records, while delivering exceptional service. Adept at training and supporting branch staff, fostering a collaborative environment to meet business goals, and improve service delivery. Excellent organizational and multitasking abilities, with a proven track record of effectively managing multiple priorities in a fast-paced setting.
Provides functional guidance with Premiere Teller and other system actions, researches situations, and escalates issues or redirects them to another support department.
Act as a liaison to branches to resolve issues such as beneficial ownership, CIP, and compliance with operational procedures.
Review customer documentation, such as POAs, trust agreements, letters of authority, required business documentation, etc.
Review and approve daily bank-wide REG CC holds.

Engage in proactive sales and customer service activities, including teller transactions, selling bank products, and developing referral opportunities.

Manages the customer experience by identifying opportunities to improve a customer's financial well-being and create loyalty, while increasing share of wallet.

Drives proactive sales conversations through internal and outbound interactions with a defined sales process, including outbound calling, service to sales, teller interactions, appointment setting, and effective lobby engagement, ultimately elevating client loyalty.

Travel the United States as a show manager during the competition season.

Report call times, schedule lunches, and breaks for the event.

Schedule sound checks, meetings, and coaching sessions, distribute call sheets, and verify attendance.

Liaise between the director and the stage crew, designers, technicians, and actors throughout the production, communicating changes and delegating tasks.

Directed and oversaw activities and marketing projects.

Used various social media applications, like Instagram, TikTok, Facebook, and Twitter, to promote dance competition events.

Developed and managed marketing and related budgets, and oversaw the development and management of internal operating budgets.

Managed and oversaw nine insurance call center agents.
Measured KPIs like inbound calls, calls waiting, and call abandonment.
Tracked employees' attendance and assured that work procedures were being followed.
Assist recruiters in the hiring and onboarding process of new employees.
Prepared monthly and annual performance reports through coaching evaluations.

Created and implemented strategic plans for daily operations, not only improving the performance of the agents, but also meeting the required metrics.

Analyzed business performance data to identify areas of strength and improve areas of weakness.

Implemented process improvements aimed at increasing efficiency.

Took daily queue calls from eye care providers, verifying coverage, benefits, and ordering prescription prescriptions for Davis Vision and Superior Vision members.