Eric Johnson
Concord,CA
Summary
Dynamic project manager with a proven track record at Wells Fargo, consistently exceeding service level agreements by over 20%. Expertise in internet security and technical documentation, combined with strong problem-solving skills and a commitment to customer service excellence. Recognized for fostering collaborative team environments and building lasting client relationships across various sectors. Aiming to leverage versatile skills to enhance business success and improve operational efficiency.
Overview
16
16
years of professional experience
Work History
Deputy Elections Officer Temporary Clerk
CONTRA COSTA COUNTY BOARD OF ELECTIONS
Martinez, CA
09.2024 - 11.2024
- Responsible for Ballot collection, chain of custody, customer service, preparation and distribution of voting materials, developed a competency and understanding of multiple election functions
- Assisted with project fulfilment, collaborating with leadership and team to achieve shared goals
- Count and record votes, analyzing problems and making decisions producing high quality results
- Data entry tasks, including entering voter registration applications, processing Vote by Mail requests and returns, and updating voter information in a database
Digital Team Associate
WAL-MART
Martinez, CA
04.2024 - 09.2024
- Responsible for online order fulfilment, order picking packaging and preparation, Maintaining exceptional customer service and attention to detail, Professional Communication with customers, vendors and management
- Lowered overall customer complaints by ensuring order accuracy and managing order volume and fulfilment times
- Provided excellent and timely customer service ensuring positive outcomes fostering brand loyalty
- Exceeded quality control standards by strictly adhering to business policy and procedure guidelines toward minimizing service delays
Claims Generalist
PROGRESSIVE
Walnut Creek, CA
03.2023 - 12.2023
- Responsible for Investigating, evaluating, and processing insurance claims, applying technical knowledge and human relations skills to effect equitable, cost effective and expedient claim resolutions, contributing to reduced business costs
- Lowered overall claims costs by efficiently investigating and managing claim volume and inventory
- Provided excellent and timely customer service ensuring positive outcomes fostering brand loyalty
- Established productivity plan by adhering to workflow and SLA requirements
- Exceeded quality control standards by strictly adhering to business policy and procedure guidelines toward minimizing claims costs
Warehouse Process Associate
AMAZON
Oakley, CA
10.2022 - 03.2023
- Responsible for an array of duties including supporting organizational safety programs, processing incoming stock and materials, developing performance goals and objectives scheduling employees and forecasting headcount based on productivity plans
- Lowered labor costs by partnering with area managers to balance labor demands using proprietary system that projects labor needs based on volume and inventory
- Coach/mentor other associates and assistants OSHA guidelines and practices and Air Carrier FAA compliance to ensure a safe work environment
- Developed productivity plans by developing work forecasts and adjusting employee schedules
- Exceeded quality control standards by efficiently executing warehouse procedures to limit miss sorts and misplaced items
Real Estate Project Manager
SMARTLINK, LLC
Pleasant Hill, CA
10.2021 - 08.2022
- Led the identification and site acquisition process for the best available properties for new communications infrastructure installation
- Liaised with contractors and engineers to ensure sites met engineering and construction requirements
- Planned site construction design and submitted to the appropriate jurisdictions
- Negotiated with landowners to obtain consent for site construction
- Ensured sites met all regulatory requirements including permitting at the state local and federal level, zoning, and environmental heals and safety standards
- Served as an expert project manager and liaison for clients with internal leadership to clearly communicate project status to all parties
- Successfully negotiated 100 of commercial lease agreements between landlord and client
- Provided guidance and modified approved site designs as need to ensure compliance and feasibility
- Spearheaded acquisition of 100 quality infrastructure sites and successfully managed over 100 acquisition projects in various stages simultaneously
- Played a key role and partnered with leadership team to manage client and landowner concerns and resolve conflict ensuring that projects were delivered according to plan
Financial Consultant II
SAN FRANCISCO FIRE CREDIT UNION
San Francisco, CA
02.2020 - 07.2021
- Responsible for assisting clients via telephone, email and chat with a wide range of inquiries related to financial products and services
- Duties included, responding to intermediate to complex customer client transactions, establishing and maintaining customer accounts, and advising clients of available financial and banding products and services
- Served as and liaison for clients with leaders of financial services and banking products to ensure customer satisfaction that exceeded company standards
- Always met or exceeded service level agreements receiving 100% positive reviews and no complaints
- Managed extensive customer portfolio, supporting 30-50 clients per day via email, chat, or phone
Technical Services Specialist
WELLS FARGO BANK
Concord, CA
12.2008 - 02.2020
- Provided intermediate, complex, and advanced technical support for 45 eCommerce products and services including but not limited to network connectivity, internet browser trouble shooting, display issues, transactional inconsistencies, user access and other security administration issues, upgrades, and associated hardware support
- Project managed the resolution for complex issues between business units including relationship managers, customer service, product support and application technology development groups
- Developed and delivered training programs for technical specialists in new service centers
- Managed large system dashboards, ran routine and complex reports, and monitored system alarms and reported to appropriate internal escalation points in accordance with company policy
- Supported the development, implementation, and ongoing operations for money movement applications, real-time payments specifically Zelle
- Became and served as a subject matter expert in internet security for all 45 eCommerce products supported
- Received more than 20 service awards for exceeding the service level agreement standard of excellence by more than 20%
- Developed and delivered technical specialist training program that was and is still used to train new hires in Wells Fargo service centers across the country
- Developed detailed technical documentation to record problems encountered with solutions which reduced resolution times across all company service centers and streamlined processes
- Travelled to multiple new service centers to train employees on product support, customer service, issue resolution and technical documentation
Education
Master of Arts - Business Organizational Leadership
LIBERTY University
Lynchburg, VA01.2022
Bachelor of Applied Arts and Sciences - Business Communications
HOWARD PAYNE UNIVERSITY
Brownwood, TX01.2021
Skills
- Project Management
- Internet Security
- Technical Documentation
- Negotiation
- Customer Service
- Advanced Problem Solving
- Public Speaking & Presentation
- Coaching & Mentoring
- Experienced Trainer
- Teamwork and collaboration
- Conflict Resolution
- Microsoft Office Suite
- Microsoft Project & Asana
- CRM Tools (Zendesk, LiveChat)
- Land Acquisition & Zoning
- CA Real Estate License
- Relationship building
- Conflict resolution
- Contract drafting
Timeline
Deputy Elections Officer Temporary Clerk
CONTRA COSTA COUNTY BOARD OF ELECTIONS
09.2024 - 11.2024
Digital Team Associate
WAL-MART
04.2024 - 09.2024
Claims Generalist
PROGRESSIVE
03.2023 - 12.2023
Warehouse Process Associate
AMAZON
10.2022 - 03.2023
Real Estate Project Manager
SMARTLINK, LLC
10.2021 - 08.2022
Financial Consultant II
SAN FRANCISCO FIRE CREDIT UNION
02.2020 - 07.2021
Technical Services Specialist
WELLS FARGO BANK
12.2008 - 02.2020
Master of Arts - Business Organizational Leadership
LIBERTY University
Bachelor of Applied Arts and Sciences - Business Communications
HOWARD PAYNE UNIVERSITY
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