Thomas C. Johnson
Elizabethtown,Kentucky
Summary
Reliable, detailed-oriented and seeking a challenging position with a growing organization that will allow me to utilize my skills and experiences for personal and professional growth. Over Six years of customer service, Healthcare and management experience. Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Team Leader
North South Consulting LLC
Elizabethtown, Kentucky
04.2020 - Current
- Ensured all channels of the contact center were staffed and met service level agreements (SLAs) outlined in the performance work statement.
- Managed a team of Contact Center staff, Social Media Community Managers, and Customer Care Representatives (CCRs).
- Conducted mentorship and implemented QA/QC processes to maintain performance standards.
- Consolidated and analyzed QA/QC reports, identifying trends and areas for improvement.
- Delivered actionable feedback to team members, improving overall customer service quality by 20%.
General Clerk
United States Recruiting Command (Virtual Rec
Fort Knox, KY
05.2016 - 04.2020
- Supported Army Recruiters nationwide through phone calls, emails, and social media.
- Acted as a subject matter expert in United States Army programs and career options.
- Managed high-volume customer inquiries, ensuring a 95% satisfaction rate by providing accurate and timely information.
- Identified and assessed customer needs, resolving complaints effectively.
Direct Support Professional
Blessed Assurance Residential Services
Boston, Kentucky
08.2015 - 02.2016
- Assisted individuals with intellectual disabilities in daily activities, including medication administration and personal care.
- Provided support for developmental goals, fostering independence in a safe environment.
- Maintained a positive treatment environment aligned with care goals.
Community Living Support Aide
Communicare LLC
Elizabethtown, Kentucky
09.2009 - 01.2016
- Delivered therapeutic support and modeled healthy behaviors to aid recovery and independence.
- Assisted clients in accessing community resources and advocating for their rights.
- Supported clients with activities of daily living, including meal preparation and mobility assistance.
Direct Support Professional
Rescare Homecare
Elizabethtown, Kentucky
08.2008 - 07.2012
- Provided individualized support to clients with disabilities in daily activities and job coaching.
- Facilitated access to community resources and provided advocacy for rights and services.
- Administered medication and supported clients with mobility and wound care.
Education
High School Diploma -
John Hardin High School
05-2005
Skills
- Customer Service
- Leadership
- Workflow management
- Call center operations
Awards
Team Lead Academy Award, 02/24/22, Learned different leadership styles
Accomplishments
- Recognition & Awards: Earned the Team Lead Academy Award (2022) for outstanding leadership.
Timeline
Team Leader
North South Consulting LLC
04.2020 - Current
General Clerk
United States Recruiting Command (Virtual Rec
05.2016 - 04.2020
Direct Support Professional
Blessed Assurance Residential Services
08.2015 - 02.2016
Community Living Support Aide
Communicare LLC
09.2009 - 01.2016
Direct Support Professional
Rescare Homecare
08.2008 - 07.2012
High School Diploma -
John Hardin High School
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