F.A. Johnson
Chicago,IL
Summary
Why you would want to hire me...
I am a success-driven professional with a decade of specialized experience in commercial banking, education consulting, financial, global, and medical technology, academic publishing, and non-profit healthcare. Currently, I am leveraging consultative, technical, and analytical expertise to address an array of client needs in multifunctional positions.
With expertise in client relationships, compliance, web-based training, and collaborative partnerships, I consistently elevate client involvement and drive company expansion on a global scale. My aim is to enhance client business operations, ensure project success, drive impactful outcomes, and provide valuable insights and strategic solutions.
Overview
9
9
years of professional experience
Work History
Client Onboarding Consultant
JPMorgan Chase
06.2024 - Current
- Leads end-to-end client onboarding for complex, large-scale Commercial Banking accounts, ensuring a seamless and positive client experience
- Partners with Deal Teams and Subject Matter Experts to develop customized project plans for multi-entity, multi-jurisdiction clients
- Delivers subject matter expertise on implementations, products, services, and training to support external clients and internal stakeholders
- Manages client expectations and offers consultative advice on technical aspects of Commercial Banking solutions, translating business requirements into detailed technical specifications
- Drives digital adoption and leverages the Chase Connect platform to enhance client satisfaction and streamline processes
- Ensures compliance with policies and procedures, maintaining robust control measures to safeguard both the client and the firm
Customer Success Manager
Public Consulting Group
04.2021 - 04.2024
- Propelled client reimbursement and program expansion while identifying risk, mitigating churn, and executing performance metrics
- Nurtured and developed long-term client relationships by solving issues, enhancing product knowledge, and driving satisfaction
- Acted as the voice and trusted partner of the client, advocating for their needs to encourage product usage and improvements
- Collaborated cross-functionally with Client Operations, Development, and Sales support teams to ensure a seamless client experience
- Conducted regular status meetings and QBRs to measure progress, implement client success plans, and identify opportunities to upsell
- Improved engagement approaches based on program integrity while orchestrating resources and leading a culture of continuous growth
Client Service Associate
GeoWealth
11.2020 - 03.2021
- Executed first line of contact and comprehensive technical support duties for all client service-related requests
- Educated clients on platform capabilities and helped increase platform usage while promoting user efficiency
- Strengthened client relationships by understanding their organizational needs and business priorities and leveraged that information proactively to achieve desired outcomes
- Investigated the primary sources of platform inefficiencies and created proposals for process improvement
- Accommodated the Operations team with billing efforts
- Onboarded new clients with the Relationship Management team
Customer Success Analyst
Encore Event Technologies
12.2019 - 09.2020
- Assessed the root causes of customer needs based on accurate evaluation of reported defects and product feedback
- Resolved all customer-related issues via multiple channels within established Customer Success TATs and SLAs
- Crafted written educational resources, conducted live webinars, and held collaborative meetings to enhance product knowledge
- Developed internal resources that expanded expertise and best support practices for the Customer Success department
- Problem-solved complex operational issues between Encore customers and the Sales and Operations teams through systematic communication and specialized integration
- Aided the Product team with operations, user interface development, and business processes around the clock
Member Support Specialist
Livongo Health
04.2019 - 11.2019
- Supported Livongo members via email, telephone, and chat regarding the user interface and various Livongo Health programs
- Provided empathetic and timely resolution to Livongo members by resolving technical challenges they encountered
- Handled all escalated inquiries and complaints under FDA and HIPAA-compliant guidelines, strict department SLAs, and service standards
- Documented all member inquiries, feedback, and concerns via JIRA, Salesforce, and other client management programs
- Assisted the Livongo Engineering and Product team and Livongo's Client Strategy Managers with product releases and client launches
- Identified and executed ad-hoc projects and processes to maximize member experience
Customer and Sales Support Specialist
F.A. Davis Company
11.2018 - 04.2019
- Transacted phone, email, and electronic orders of digital, print, and online resources and products ready for fulfillment within 24 hours
- Utilized multiple software programs simultaneously to assist customers and generate quotes for intricate electronic reporting
- Maintained and recorded customer interactions and cross-department communications within CRM and Support Ticket Systems
- Addressed technical support inquiries related to all digital and print products while educating customers and ensuring user satisfaction
- Expanded and implemented customer retention strategies, ensuring customers utilized products and renewed special subscriptions
- Upsold F.A. Davis products to enhance the customer experience
In-House Transplant Specialist
Gift of Life Donor Program
08.2015 - 11.2018
- Analyzed complex clinical information about donors through extensive interaction with Transplant Surgeons and Coordinators to safely allocate organs and tissue for lifesaving transplants
- Followed GLDP, FDA, UNOS, EBAA, and AATB standards to identify potential donation opportunities clinically, ensuring the safety of organs and tissue for potential recipients
- Placed organs and tissues with Transplant Researchers in accordance with national policy and medical/ethical standards
- Coordinated with hospitals by collecting clinical patient information to medically evaluate referred patients for organ and tissue donation
- Worked with families of potential eye and tissue donors to create lasting legacies for their loved ones while advocating for donations on behalf of potential recipients in need of transplants
- Liaised with Transplant Professionals, including Physicians, Medical Examiners/Coroners, Funeral Directors, and Medical Pathologists, to successfully coordinate all aspects of the donation process
Education
Master of Arts - Professional Clinical Counseling
La Salle University
05.2013
Bachelor of Arts - Psychology; English Literature
Chestnut Hill College
05.2010
Skills
- Customer Relationship Management
- Project Leadership
- Client Implementation
- Program Strategy
- Business Analysis
- Consultative Communication
- Data Analytics
- Cross-functional Collaboration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The successful warrior is the average man, with laser-like focus.
Bruce Lee
Timeline
Client Onboarding Consultant
JPMorgan Chase
06.2024 - Current
Customer Success Manager
Public Consulting Group
04.2021 - 04.2024
Client Service Associate
GeoWealth
11.2020 - 03.2021
Customer Success Analyst
Encore Event Technologies
12.2019 - 09.2020
Member Support Specialist
Livongo Health
04.2019 - 11.2019
Customer and Sales Support Specialist
F.A. Davis Company
11.2018 - 04.2019
In-House Transplant Specialist
Gift of Life Donor Program
08.2015 - 11.2018
Master of Arts - Professional Clinical Counseling
La Salle University
Bachelor of Arts - Psychology; English Literature
Chestnut Hill College
Knowledge
Basic Systems: MS Office Suite and iWork
Cloud-Based Solutions: Azure and Google Workspace
CRM: Zendesk, Salesforce, and Deal Manager
Work Management: Asana and Jira
Data Analytics: SAP Advanced Reporting and Power BI
Collaboration: MS Teams, Zoom, and Slack
Web Development: Basic HTML/CSS
Artificial Intelligence: LLMs and Chatbot Solutions
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