Jerusalem Johnson
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Great oral and written communication skills paired with excellent time management and leadership abilities tailored to each individual team advisor.
Overview
10
10
years of professional experience
Work History
Team Leader Manager
IntouchCX
03.2024 - Current
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
Customer Service Representative
IntouchCX
12.2023 - 02.2024
- Greeted customers in a friendly and professional manner
- Handled customer complaints calmly and professionally, resolving customer issues in a timely manner
- Recognized and responded to students' individual needs and learning styles (Mentoring).
Home Preservation Specialist
Wells Fargo
11.2016 - 11.2020
- Established relationships with key customers and homeowners to drive down the rate of foreclosures & provided resources for financial literacy
- Managed account pipelines to ensure accuracy and timeliness of payments
- Joined efforts with underwriters to gain needed documentation from homeowners in a time-sensitive matter.
Men's Designer Specialist
Dillard's
09.2014 - 07.2016
- Developed a style guide for the clothing displays that ensured consistent branding across all platforms
- Utilized customer engagement to create a welcoming atmosphere for the ultimate shopping experience
- Collaborated with cross-functional teams to ensure designs met technical and business requirements.
Education
Pharmacy Technician -
Arizona College
04.2021
CPR -
Arizona College
04.2021
Audio Engineering -
Chandler Gilbert Community College
06.2014
Graduated -
Hamilton High School
06.2010
Skills
- Computer Skills
- Microsoft Office
- Ability to Multitask
- Effective Time Management
- Ability to Work Under Pressure
- Adaptability
- Leadership and Teamwork
- Microsoft PowerPoint
- Customer Service
Activities
- Skateboarding
- Volunteering Animal/Homeless Shelters
- Gaming
- Audio Engineering
- Baseball
References
- Stacey Huffman, IntouchCX, shuffman@intouchcx.com, Operation Manager 480-238-4974
- John Martin, IntouchCX, john.martin@intouchcx.com, Operations Manager 480-274-6292
- Daniel Worster, IntouchCX, daniel.worster01@intouchcx.com, 480.565.2541
- Gabrielle Vosteen, Arizona College, gabrielle.vosteen@arizonacollge.edu, 480.329.9963
- Mark Porter, Dillard's, 480.753.2060
- Mathew Chasse, Wells Fargo, Matthew.R.Chasse@wellsfargo.com, 1-877-479-3557
- Lee Aron, IntouchCX, 480.565.2541
Timeline
Team Leader Manager
IntouchCX
03.2024 - Current
Customer Service Representative
IntouchCX
12.2023 - 02.2024
Home Preservation Specialist
Wells Fargo
11.2016 - 11.2020
Men's Designer Specialist
Dillard's
09.2014 - 07.2016
Pharmacy Technician -
Arizona College
CPR -
Arizona College
Audio Engineering -
Chandler Gilbert Community College
Graduated -
Hamilton High School