Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
References
Timeline
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Stanley Johnson

Summary

  • Hard-working Supervisor with 13 years of experience leading teams, delivering desired results and attempting to exceed departmental expectations.
  • Knowledge of how to build and maintain positive team dynamics to accomplish goals.
  • Dedicated to fostering an open and communicative culture where employees buy-in and feel empowered to make decisions that will ultimately contribute to our company's success.

Overview

26
26
years of professional experience

Work History

Supervisor

AAA Club Alliance
01.2011 - Current
  • Resolve real-time escalated member / customer complaints while simultaneously supervising 25 employees.
  • Monitor and review team performance on a weekly basis.
  • Develop performance improvement plans.
  • Lead quarterly staff meetings with partnering departments to refine departmental processes.
  • Determine scheduling and work assignments to align with our business needs.
  • Structure daily reports to be discussed with senior management.
  • Maintain individual employee records related to performance, attendance and overall knowledge of all applications utilized in the delivery of service.

Dispatcher/Cust Service Rep

AAA Mid-Atlantic
01.1999 - 01.2011
  • Processed and relayed information on all active service requests in the assigned region while utilizing a range of communication methods.
  • Deployed and expedited available resources to specific locations in an effort to meet customer needs.
  • Manually and electronically maintained detailed records of locations, daily staffing and required equipment to ensure all requests could be completed in an efficient manner.

Education

College Prep Courses -

Christiana High School
01.1996

Skills

  • Process Improvement
  • Data Analytics
  • Operations Management
  • Business Development
  • Expectation Setting
  • Complex Problem-Solving
  • Training and mentoring

Accomplishments

  • Automotive services shared values award winner.
  • Collaborated with at team of 7 in the creation of our customer satisfaction survey.
  • Supervised a team of 25 staff members.
  • Implemented a cost saving process that is now utilized company wide.

Personal Information

Title: CUSTOMER SERVICE PROFESSIONAL

References

Furnished Upon Request

Timeline

Supervisor

AAA Club Alliance
01.2011 - Current

Dispatcher/Cust Service Rep

AAA Mid-Atlantic
01.1999 - 01.2011

College Prep Courses -

Christiana High School

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Stanley Johnson