Richard Johnson
Las Vegas,NV
Summary
Ability to lead, direct, train, and develop employees through mentoring and instruction. Emphasis on team building, interpersonal, and interdepartmental relationships and cooperation, as well as motivating teams to a common goal. Effective problem solving and decision-making skills with the ability to analyze and react quickly regarding incident response or other critical situations. Ability to analyze, develop, train, and implement policies, programs, and procedures. Inventive problem resolution skills to ensure satisfaction for all parties. Exceptional knowledge of safety requirements and company policies and procedures. Ability to manage workforce/workload while ensuring deadlines are met safely and reliably. Highly developed communication skills. Exceptional interpersonal and negotiation skills. Conscientious ability to look beyond the immediate and examine the long- term effects of decisions, procedures, policies, and objectives.
Overview
22
22
years of professional experience
Work History
Customer Service – Supervisor
Southwest Gas Corporation
01.2019 - Current
- Supervise, coordinate, and monitor daily work of field employees performing Customer Service and Meter Reading activities as well as emergency response.
- Ensure completion of all Company required training and qualifications.
- Provide employee development through mentoring and coaching for success, and complete employee reviews and quality control processes to ensure compliance.
- Provide and participate in incident response.
- Maintain relationships with local and state agencies.
- Work with other departments to ensure coordination of efforts and streamlined processes
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
Chair – Accident Prevention Committee
Southwest Gas Corporation
01.2021 - 01.2024
- Formulated and executed strategic initiatives to improve communication, enhance employee engagement, to promote a 'Safety First' culture.
- Mentored new committee members, providing guidance on roles, responsibilities, and expectations of the position.
- Act in a leadership capacity within a dynamic group of Company employees.
- Establish clear objectives and implement incremental processes to achieve set goals.
- Maintained meticulous records of meetings, decisions, and action items to ensure accountability and follow-through.
- Assist members with researching products and solutions to help resolve Action Register items.
Technical Instructor/Division Based Trainer
Southwest Gas Corporation
05.2016 - 01.2019
- Train new and tenured Company and contract personnel.
- Create new and effective methods of training.
- Conducted training audits to identify areas for improvement to maximize success and efficiency.
- Conduct field rides for Southwest Gas Division and Corporate employees.
- Conduct Company and Contractor Operator Qualification (OQ) initial and requalification training and testing.
- Complete Operations Manual Revisions for SNV/Bullhead and Contractors to ensure compliance with the latest version of the Ops/OQ/Customer Service/Emergency Plan manuals.
- Ensure compliance of Company and Contractor personnel by completing quality control with reports and analysis of data.
- Support SNV Division with current and additional training needs, and interpretation of the Operations Manual as questions arise.
- Liaison between SNV Division/Bullhead City and GOSS.
Service Technician
Southwest Gas Corporation
11.2007 - 05.2016
- Protect people and property by utilizing training and experience when responding to and investigating priority orders
- Deliver superior customer service to Southwest Gas customers
- Manage coordination and completion of large commercial, multifamily residential and residential turn-ons
- Supervise contractors during time sensitive projects to ensure deadlines are met
- Use of company provided technology and software to complete daily work and additional assignments
- Concentration on continuous improvement and standardized procedure to increase productivity while reducing common errors
Meter Reader
Southwest Gas Corporation
08.2002 - 11.2007
Education
Criminal Justice
University of Nevada Las Vegas
Las Vegas, NV01.2007
Timeline
Chair – Accident Prevention Committee
Southwest Gas Corporation
01.2021 - 01.2024
Customer Service – Supervisor
Southwest Gas Corporation
01.2019 - Current
Technical Instructor/Division Based Trainer
Southwest Gas Corporation
05.2016 - 01.2019
Service Technician
Southwest Gas Corporation
11.2007 - 05.2016
Meter Reader
Southwest Gas Corporation
08.2002 - 11.2007
Criminal Justice
University of Nevada Las Vegas
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