Jermey Johnson
New York,NY
Summary
Results-driven professional with extensive experience in customer service, data analysis, and operations management. Proven ability to enhance workflows, drive efficiency, and foster positive relationships with diverse stakeholders. Seeking a Customer Service Manager position to leverage skills in team leadership and data-driven decision-making to improve customer satisfaction and operational success.
Overview
10
10
years of professional experience
Work History
Operations Coordinator
Jennifer Temps, Department of Homeless Services
05.2023 - Current
- Streamlined intake and referral processes by implementing automated tracking systems, reducing processing time by 25% and improving the efficiency of service delivery for homeless individuals and families
- Developed and maintained a centralized client data management system, ensuring real-time accuracy of client profiles and case records, which enhanced service coordination across multiple agencies and improved client outcomes
- Facilitated collaboration between social services, housing authorities, and healthcare providers to align resources and interventions, resulting in a 15% increase in successful long-term housing placements for homeless clients
- Established data-driven reporting dashboards to monitor key performance indicators (KPIs) for shelter utilization and client service outcomes, enabling leadership to make informed decisions and achieve a 20% improvement in shelter capacity management
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Led successful projects from conception to completion, achieving objectives on time and within budget constraints.
- Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
- Boosted productivity by establishing effective communication channels between departments.
Healthcare Operations Analyst
Erie County Department of Health
06.2021 - 12.2022
- Streamlined COVID-19 appointment scheduling, resulting in a 25% reduction in wait times by optimizing clinic availability and patient flow across multiple testing sites
- Developed comprehensive dashboards and reports that tracked key COVID-19 response metrics, providing leadership with real-time insights and enabling data-driven decisions for resource allocation
- Monitored and analyzed COVID-19 screening and testing data, identifying patterns and trends that led to a 15% increase in testing efficiency and improved early detection strategies
- Collaborated with cross-functional teams to ensure consistent communication and reporting on COVID-19 testing outcomes, improving transparency and compliance with public health guidelines
Supply Chain Operation Supervisor
United Parcel Service
05.2018 - 09.2020
- Optimized package routing and delivery schedules, improving on-time delivery rates by 20% through enhanced coordination between dispatch and delivery teams
- Implemented inventory tracking systems, reducing order processing errors by 15% and ensuring accurate and timely fulfillment of customer shipments
- Streamlined communication channels between warehouse, logistics, and customer service teams, resulting in a 25% improvement in issue resolution times for shipping delays and lost packages
- Developed real-time operational dashboards that tracked key performance metrics such as delivery times, package volumes, and staff productivity, providing leadership with actionable insights for continuous improvement
Manager
BCBGeneration
09.2014 - 05.2018
- Oversaw daily administrative and operational functions, including inventory management, sales tracking, and staff coordination
- Leveraged data-driven insights to exceed sales goals, increasing revenue by 30% through targeted merchandise promotions
- Directed team training and development, fostering a productive and customer-focused environment
Education
Bachelor of Science - Business Administration And Management
SUNY Buffalo State University
Buffalo, NYSkills
- Mac OS
- Microsoft Office suite
- Excel
- Google Suite
- Google Sheets
- Process Optimization
- Efficiency
- Data Analysis
- Reporting
- Inventory Management
- Supply Chain Management
- Cross-Functional Collaboration
- KPI Tracking
- Performance Metrics
- Stakeholder Communication
- Stakeholder Alignment
- Logistics
- Scheduling
Timeline
Operations Coordinator
Jennifer Temps, Department of Homeless Services
05.2023 - Current
Healthcare Operations Analyst
Erie County Department of Health
06.2021 - 12.2022
Supply Chain Operation Supervisor
United Parcel Service
05.2018 - 09.2020
Manager
BCBGeneration
09.2014 - 05.2018
Bachelor of Science - Business Administration And Management
SUNY Buffalo State University
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