Johnny Daniels
Grand Prairie,Texas
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
Service Operations Supervisor
NCR
05.2022 - Current
- Enhanced team productivity by providing consistent coaching, feedback, and performance evaluations.
- Managed daily operations to ensure smooth workflow, optimal resource allocation, and excellent customer satisfaction.
- Reduced employee turnover by creating a positive work environment and offering opportunities for professional growth.
- Monitored service staff performance and provided feedback for improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved customer complaints in professional and timely manner.
Service Operations Assistant Manager
Nautilus Hyosung
09.2015 - Current
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Wireless Telephony Technician
CSC\ AT&T
04.2013 - 06.2015
- Worked with end-users & service providers to place orders, handle billing & resolve technical issues via Remedy, calls, & emails
- Supported multiple wireless devices such as iPad/iPhone, Blackberry, Android, Pagers, Aircards & Hotspot devices
- Assisted with corporate Lotus Notes email configurations to the end-users devices
- Handle cancel/surplus inventory of end-users that are no longer with the company.
Technical Support Representative
T-Mobile USA
04.2009 - 06.2012
- Answering calls and delivering exceptional customer service to build customer satisfaction and loyalty
- Troubleshoot all technical inquiries regarding network coverage, device information and data services
- Utilize all online resources/tools to troubleshoot and diagnose customer issues for complete resolution
- Support Customer Care in times of need by answering calls with billing, coverage, and troubleshooting related issues.
Education
High School Diploma -
Eagle Christian Academy
08.1997
Skills
- Troubleshooting
- Issue Analysis
- Team Training
- Customer rapport
- Recruiting and interviewing
- Employee performance evaluations
- Staff Management
- Business administration
- Policy Enforcement
- Scheduling Coordination
- Compliance Monitoring
Timeline
Service Operations Supervisor
NCR
05.2022 - Current
Service Operations Assistant Manager
Nautilus Hyosung
09.2015 - Current
Wireless Telephony Technician
CSC\ AT&T
04.2013 - 06.2015
Technical Support Representative
T-Mobile USA
04.2009 - 06.2012
High School Diploma -
Eagle Christian Academy