Holley Johnson
Summary
Business Operations professional with experience supporting enterprise healthcare customers through contract operations, workflow coordination, pricing analysis, and cross-functional collaboration within the medical technology industry. Skilled in Salesforce, SAP, ServiceMax, and Microsoft Excel, with a proven ability to analyze business requirements, coordinate stakeholders, resolve operational challenges, and deliver customer-focused solutions. Seeking to leverage this experience into a SaaS Implementation Specialist role supporting customer onboarding, technology adoption, and long-term customer success.
Overview
11
11
years of professional experience
Work History
Hostess
Gaylord Opryland Resort & Convention Center
Nashville
03.2026 - Current
- Coordinate guest flow, seating assignments, reservations, and table availability in a high-volume hotel restaurant.
- Communicate with guests, servers, kitchen staff, and management to adapt to changing priorities while maintaining efficient service operations.
- Resolve guest concerns and special accommodation requests while balancing service standards and operational capacity.
- Manage multiple competing priorities in a fast-paced environment requiring accuracy, composure, and real-time decision-making.
Service Contracts Administrator
Philips
Nashville
11.2023 - 09.2025
- Supported enterprise healthcare customers by managing Hospital Patient Monitoring (HPM) service contract quoting and extended warranty operations across multiple U.S. territories.
- Analyzed customer requirements by evaluating pricing structures, contract terms, equipment eligibility, service coverage, discounts, and approval requirements to develop accurate customer solutions.
- Managed 5–20 concurrent customer requests while consistently meeting service-level agreements (SLAs) for standard, enterprise, and project-based customer accounts.
- Coordinated operational workflows across Salesforce, SAP, and ServiceMax to validate customer information, contract history, product eligibility, and service coverage while ensuring data accuracy.
- Collaborated with cross-functional stakeholders including Sales, Finance, Field Service, and Management to gather business requirements, resolve operational issues, and deliver successful customer outcomes.
- Performed pricing analysis and contract validation in Microsoft Excel by identifying discrepancies, troubleshooting issues, and ensuring compliance with company pricing policies before agreements were finalized.
- Managed high-volume customer operations involving workloads ranging from 5 to more than 90 serial numbers in a single day while maintaining exceptional accuracy and attention to detail.
- Supported complex customer accounts and multi-site healthcare projects requiring multiple revisions, stakeholder approvals, workflow coordination, and ongoing communication throughout the contract lifecycle.
- Informally trained newly hired quoting specialists on enterprise systems, business processes, and workflow procedures while serving as a resource for complex customer accounts following significant staffing reductions.
Security Officer II
Davidson County Sheriff's Office
Nashville
04.2023 - 10.2023
- Controlled secure access into correctional facilities through visitor screening, credential verification, metal detector operations, and facility access authorization.
- Coordinated inmate transfers with outside law enforcement agencies while maintaining compliance with established security procedures.
- Operated Master Control systems responsible for facility security cameras, electronic door controls, emergency communications, lockdown procedures, and incident response.
- Managed high-volume communications between correctional staff, medical personnel, outside agencies, and visitors.
- Maintained strict confidentiality while documenting incidents and supporting secure facility operations.
- Demonstrated sound judgment and attention to detail while working in a highly regulated environment requiring rapid decision-making.
Patient Service Representative
Vanderbilt University Medical Center
Nashville
04.2021 - 04.2023
- Coordinated patient scheduling across multiple specialty clinics while ensuring efficient daily operations.
- Verified insurance benefits, completed patient registrations, and maintained compliance with HIPAA regulations.
- Managed patient records through multiple healthcare software systems while protecting confidential information.
- Collaborated with physicians, nurses, and administrative staff to coordinate patient care and scheduling needs.
- Adapted quickly between multiple clinic locations while maintaining consistent service standards.
Proactive Live Order Support | Call Center Agent
Postmates
Nashville, TN
04.2019 - 11.2019
- Resolved real-time issues for delivery drivers through phone and messaging support while averaging approximately 80 calls per day and maintaining a 100% quality score.
Hostess
Gaylord Opryland Resort & Convention Center
Nashville
10.2016 - 11.2018
- Managed high-volume reservations and seating operations while delivering exceptional guest experiences.
- Trained incoming international J-1 interns on customer service standards and hostess procedures.
Barista Shift Lead
Starbuck Coffee
Nashville
03.2015 - 04.2016
- Promoted into a leadership role based on performance and reliability.
- Managed inventory, cash controls, employee training, and daily shift operations.
Education
Some College (No Degree) -
Lipscomb University
Nashville, TNSkills
Enterprise Systems: Salesforce CRM, SAP, ServiceMax
Productivity & Documentation: Microsoft Excel, Word, Outlook, Teams, PowerPoint, Adobe Acrobat Pro
Customer & Healthcare Systems: Zendesk, Electronic Medical Record Systems
Additional: HIPAA Compliance, Conversational Spanish
Core Competencies
- SaaS Implementation Support
- Customer Onboarding
- Enterprise Customer Support
- Stakeholder Management
- Requirements Analysis
- Workflow Coordination
- Business Process Improvement
- Project Coordination
- Customer Success
- Cross-Functional Collaboration
- Customer Relationship Management (CRM)
- Operational Support
- Issue Resolution
- Quality Assurance
- Process Documentation
Timeline
Hostess
Gaylord Opryland Resort & Convention Center
03.2026 - Current
Service Contracts Administrator
Philips
11.2023 - 09.2025
Security Officer II
Davidson County Sheriff's Office
04.2023 - 10.2023
Patient Service Representative
Vanderbilt University Medical Center
04.2021 - 04.2023
Proactive Live Order Support | Call Center Agent
Postmates
04.2019 - 11.2019
Hostess
Gaylord Opryland Resort & Convention Center
10.2016 - 11.2018
Barista Shift Lead
Starbuck Coffee
03.2015 - 04.2016
Some College (No Degree) -
Lipscomb University