Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mark JOHNSON

Bradenton,FL

Summary

Dedicated new home construction professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

21
21
years of professional experience

Work History

Customer Care Manager/Tampa Division

Park Square Homes
05.2023 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Followed through with client requests to resolve problems.
  • Took ownership of customer issues and followed problems through to resolution.
  • Kept accurate records to document customer service actions and discussions.
  • Created and reviewed invoices to confirm accuracy.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Defined clear targets and objectives and communicated to other team members.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Performed pre-close inspections and new home presentations with homeowners.
  • Worked closely with the entire management team on issues to resolve to make division perform more efficiently.
  • Brought customer sat scores from a 66% approval rating to a 93% approval rating in one year.

Senior Customer Care Technician

Park Square Homes
01.2022 - 05.2023
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Logged call information and solutions provided into internal database.
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Trained new personnel regarding company operations, policies and services.
  • Performed pre-close inspections and new home presentations with homeowners.

Sales Rep/Branch Manager

TEAM PEST USA
01.2019 - 01.2022
  • Grow branch and sales route in new area.
  • Manage employees to ensure monthly routes were being completed.
  • Meet and/or exceed monthly budgets and collections.
  • Handle complaints with current customers.
  • Maintain and obtain business relationships with Real Estate Agents/Offices, HOA board members, and Property Managers.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Recorded accurate and efficient records in customer database.
  • Negotiated prices, terms of sales and service agreements.

Outside/Inside Sales Rep

ADVANCED BENEFIT SOLUTIONS
02.2016 - 12.2018
  • Interview prospective clients to obtain data about their financial resources and needs, the physical condition of the person or property to be insured, and to discuss any existing coverage.
  • Seek out new clients and develop clientele by networking to find new customers and generate lists of prospective clients.
  • Customize insurance programs to suit individual customers, often covering a variety of risks.
  • Monitor insurance claims to ensure they are settled equitably for both the client and the insurer.
  • Develop marketing strategies to compete with other individuals or companies who sell insurance.
  • Used CRM software to maintain detailed contact logs and account records.
  • Determined needs, delivered solutions, and overcame objections through consultative selling skills.

Outside Sales Representative

TEAM PEST USA
01.2012 - 12.2015
  • Record work activities performed.
  • Inspect premises to identify infestation source and extent of damage to property, wall, or roof porosity and access to infested locations.
  • Measure area dimensions requiring treatment, using measuring tools, calculate fumigant requirements, and estimate cost for service.
  • Meet and/or exceed required sales quota.
  • Maintain and obtain business relationships with Real Estate Agents/Offices, HOA board members, and Property Managers.
  • Contacted new and existing customers to discuss ways to meet needs through specific products and services.
  • Built strong client rapport to establish diversified network of connections.
  • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.

Part Owner/Sales

JTP ROOFING & CONSTRUCTION
07.2008 - 01.2012
  • Schedule the project in logical steps and budget time required to meet deadlines.
  • Trained and motivated employees to perform daily business functions.
  • Managed day-to-day business operations.
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
  • Prepare contracts and negotiate revisions, changes and additions to contractual agreements with architects, consultants, clients, suppliers and subcontractors.
  • Study job specifications to determine appropriate construction methods.
  • Select, contract, and oversee workers who complete specific pieces of the project, such as painting, plumbing, etc.

Sales Rep/Route Tech

TEAM PEST USA
06.2004 - 06.2008
  • Record work activities performed.
  • Inspect premises to identify infestation source and extent of damage to property, wall, or roof porosity and access to infested locations.
  • Measure area dimensions requiring treatment, using measuring tools, calculate fumigant requirements, and estimate cost for service.
  • Running a route/territory while being expected to hit and/or exceed sales, collections, and volume of service quotas.
  • Set and achieved company defined sales goals.
  • Stayed current on company offerings and industry trends.
  • Negotiated prices, terms of sales and service agreements.

Education

High School -

SOUTH GWINNETT HIGH SCHOOL
SNELLVILLE, GEORGIA
05.2000

BBA - Business Management

Georgia Southern University
Statesboro, GA
05-2002

Skills

  • Teamwork
  • Training and mentoring
  • Metric tracking
  • Complaint resolution
  • Schedule coordination
  • Inter-department collaboration
  • Verbal and written communication
  • Relationship building
  • Problem-solving
  • Customer service skills
  • Flexibility in task performance

Timeline

Customer Care Manager/Tampa Division

Park Square Homes
05.2023 - Current

Senior Customer Care Technician

Park Square Homes
01.2022 - 05.2023

Sales Rep/Branch Manager

TEAM PEST USA
01.2019 - 01.2022

Outside/Inside Sales Rep

ADVANCED BENEFIT SOLUTIONS
02.2016 - 12.2018

Outside Sales Representative

TEAM PEST USA
01.2012 - 12.2015

Part Owner/Sales

JTP ROOFING & CONSTRUCTION
07.2008 - 01.2012

Sales Rep/Route Tech

TEAM PEST USA
06.2004 - 06.2008

High School -

SOUTH GWINNETT HIGH SCHOOL

BBA - Business Management

Georgia Southern University

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Mark JOHNSON