Johnny Freemont III
San Antonio,TX
Summary
Highly experienced, talented, and dependable operations manager, business consultant, trainer, and Quality Analyst with more than 20 years’ experience in a customer service call center environment, management, training, QA, Marketing, and data gathering coupled with data analytics. I am skilled in day-to-day management of operations, analyzing profit & loss statements, social media marketing, improving revenue streams, reducing shrinkage, and reducing attrition to enhance a company’s KPI’s and metrics.
Overview
17
17
years of professional experience
Work History
Quality Analyst
Wipro, 2
East Brunswick, NJ
07.2021 - 08.2023
- Perform 25 audits weekly on recorded and live client interactions and provide evaluation feedback to call center agents through QMS
- Conduct regular 1:1 or group calibration weekly to ensure evaluations are aligned based on business requirements
- Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
- Highlight trends and red flags to the business for better improvements weekly
- Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements (i.e., GDPR in EMEA) weekly
- Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business daily
- Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders daily
- Provide data on Marketing Pro’s performance trends using Google Sheets daily.
Business Consultant
CSI
Jacksonville, FL
04.2023 - 06.2023
- Conducted fieldwork at 6 retail locations in 4 different states shadowing client employees tracking the customer’s journey collecting data
- Exercised a high level of professionalism, representing the company on client sites
- Contributed to building strong client relationships through interaction, as required, with client’s personnel in a professional manner demonstrating industry and functional knowledge
- Exercised a high level of judgment in evaluating the client’s business operations and service
- Conducted Time & Motion studies to serve as a quality consultant for the business
- Observed the client’s staff and how the staff performed their tasks throughout their shifts and provided detailed reporting and analysis.
Technical Trainer
CSI Companies
02.2022 - 09.2022
- Trained for Deposita working with Kroger’s bookkeepers, front-end managers, and cashiers on the technical aspects of the TR300 and TR400 Recycler Safe
- Troubleshooting issues with the safe and trained over 60 stores
- Scheduled Zoom meetings and sent invitees prepping for the upcoming training sessions
- Completed reports concerning training performance
- Reported analytics and performance feedback.
- Increased team efficiency by providing targeted training on software applications and hardware troubleshooting.
- Streamlined company-wide onboarding process with the development of an easy-to-follow technical orientation program.
Learning Specialist
Alorica
Irvine, CA
03.2018 - 05.2021
- Supervisory work educating, testing, and coaching 15 new hires in a call center to a specific account using curricula and materials specialized to a particular account
- Interview and conduct 15 hires, program revision, and remedial training in a call center
- Direct supervision exercised over subordinate personnel
- Evaluate trainee’s performance in call center KPI’s and metrics
- Provides written evaluations of employee performance to management according to KPI’s
- Maintains positive, consistent communication with departments and corporate staff.
- Supported struggling students with targeted interventions, resulting in improved academic performance.
- Assessed student progress through ongoing evaluations, adjusting instructional approaches as needed for optimal results.
- Integrated real-world examples into lessons, making content more relatable and engaging for students.
- Organized extracurricular activities to promote socialization among students outside of the classroom setting, strengthening peer relationships within the school community.
- Prepared instructional materials for group and one-on-one use to comply with the established curriculum.
- Applied differentiated instruction strategies to meet individual student needs.
- Assessed student needs to determine the appropriate level of required support.
- Created, collected, and recorded data on student progress to determine the next steps for student success.
- Supported interaction between students during group work activities using guided conversation.
- Supported students in the use of technology to enhance their learning.
- Developed and implemented lesson plans to reinforce learning concepts and skills.
- Planned daily activities to keep students engaged and on track with learning goals.
- Improved behavior by modeling positive choices and teaching socially-acceptable options.
Bodily Injury Adjuster
Fred Loya Insurance
San Antonio, TX
10.2016 - 03.2017
- Investigate, evaluate, and negotiate over 200 auto bodily injury claims in a call center environment
- Reduced claim processing time by effectively managing a caseload of personal injury claims.
- Enhanced customer satisfaction by providing timely and accurate evaluations of liability.
- Streamlined claim investigations with thorough reviews of medical records, police reports, and witness statements.
- Negotiated successful settlements, balancing fairness to the claimant with cost-effectiveness for the company.
- Minimized litigation costs through effective case management and proactive settlement negotiations.
- Managed complex bodily injury claims, applying strong analytical skills to determine appropriate resolutions.
- Evaluated policy coverage accurately, mitigating potential compliance issues and disputes.
Adjuster
USAA
San Antonio, TX
02.2007 - 10.2016
- ADJUSTER II (previously Total Loss, ATF adjuster, Non-Injury Adjuster), Work in an inbound call center environment with a high-volume workload within a deadline-driven environment
- Investigated and adjusted moderately complex medical, auto, and property claims presented by or against insureds to ensure claim validity, legal liability, and settlement value, as well as established and monitored appropriate claim reservations.
- Created loss reports, confirmed coverages, explained procedures, and answered inquiries for adjusting medical, auto, and property claims
- Evaluated and negotiated medical and property damage claims including total loss settlement claims within established settlement authority limits
- Knew members, understood their individual needs, provided appropriate solutions, and provided referrals to assist members’ needs
- As a team lead provided training, filed handling guidance, and coaching to less experienced claims staff.
- Directed claims negotiations within the allowable limit of $100, 000 and supported successful litigations for advanced issues.
Education
Master of Arts - Theological Studies
Austin, TX08.2005
Bachelor of Arts - Business Ad & Mgmt
Austin, TX05.1999
Skills
- Leadership Skills
- Office 365-Word, Excel, Teams
- Visual & Oral Presentation Skills-Zoom, Blue Jeans
- Critical Thinking Skills
- Interpersonal Communication
- Data Analysis & Analytics Skills
- Training & Development Skills
- Management Skills
- Collaboration Skills
- Teamwork
- Creativity
- Analytical Skills
- Writing Skills
- Project Management
- Problem-Solving
- Customer Service
Timeline
Business Consultant
CSI
04.2023 - 06.2023
Technical Trainer
CSI Companies
02.2022 - 09.2022
Quality Analyst
Wipro, 2
07.2021 - 08.2023
Learning Specialist
Alorica
03.2018 - 05.2021
Bodily Injury Adjuster
Fred Loya Insurance
10.2016 - 03.2017
Adjuster
USAA
02.2007 - 10.2016