NICHOLAS JOHNSON
Lakeland,FL
Summary
Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more than 5 years of related experience and superior planning and time management abilities.
Overview
18
18
years of professional experience
Work History
Trainer
ResultsCX
03.2020 - Current
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Developed job-specific competencies and performance standards.
- Developed additional curriculum to promote agent development
- Deployed on 2 international launches to open work sites extending the company reach in Honduras and Philippines
- Facilitated virtual, in-person and blended learning sessions.
- Provided coaching and mentoring to employees.
Customer Service Representative
ResultsCX
05.2019 - 02.2020
- Responded to customer requests for products, services, and company information.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
Sales Associate
Imperial Amoco
02.2017 - 03.2019
- Worked as a general sales associate receiving, checking inventory, stocking shelves, operating the cash register and promoting sales and providing customer service
Order Fulfillment
KFI Global Inc
12.2015 - 02.2017
- Assisted with order fulfillment, operating and maintaining machines, and with chemical measurement instrumentation
Claims Adjuster
GEICO
11.2010 - 08.2015
- Worked as a general claims adjuster and a liability investigator
- Reviewed settled insurance claims to determine that payments and settlements have been made in accordance with company practices and procedures
- Reported overpayments, underpayments, and other irregularities
- Conferred with legal counsel on claims requiring litigation
Customer Service Supervisor
ICT
03.2007 - 09.2010
- Directly supervised and coordinate the activities of customer service agents in a call center
- Tracked metrics for managements and reported results and improvement plans
- Carried out disciplinary action and took calls when necessary
Education
High School Diploma - General High School Curriculum
George Jenkins Highschool
Lakeland, FL05.2004
Skills
- MS Office Suite
- Able to type 60 wpm
- Customer service/sales
- Staff supervision
- Call center operations
- Forklift operation
- Insurance adjuster
- Mechanical instrumentation
- Staff training
- Classroom oversight
- Lesson plan development
Timeline
Trainer
ResultsCX
03.2020 - Current
Customer Service Representative
ResultsCX
05.2019 - 02.2020
Sales Associate
Imperial Amoco
02.2017 - 03.2019
Order Fulfillment
KFI Global Inc
12.2015 - 02.2017
Claims Adjuster
GEICO
11.2010 - 08.2015
Customer Service Supervisor
ICT
03.2007 - 09.2010
High School Diploma - General High School Curriculum
George Jenkins Highschool
Similar Profiles
Jose NajeraJose Najera
Operations Supervisor at ResultsCXOperations Supervisor at ResultsCX
Ashland WalkerAshland Walker
Call Center Agent at ResultscxCall Center Agent at Resultscx
Duna KaiglerDuna Kaigler
Remote Customer Service Representative at ResultsCXRemote Customer Service Representative at ResultsCX