TOSONYA JOHNSON
Jacksonville,FL
Summary
Results-oriented customer service professional focused on building strong relationships and resolving issues efficiently, seeking to take the next career step with a respected organization dedicated to delivering world-class service and enhancing customer satisfaction. Ability to build rapport and understand the needs of the customers, lead teams, and manage accounts without compromising service or quality.
Overview
16
16
years of professional experience
Work History
Police Dispatcher
Jacksonville Sheriff's Office
Jacksonville, FL
09.2023 - Current
- Answers 9-1-1 calls from the public requesting police and emergency assistance
- Processes calls for information purposes and non-emergency assistance
- Dispatches police emergency calls in accordance with prescribed patterns and needs
- Dispatches police personnel and/or equipment through the use of a computerized radio system and computerized aided dispatch system requiring voice communication and data entry simultaneously
- Obtains information from a very diverse group of callers who are oftentimes distraught or emotional for the purpose of processing requests for emergency assistance
- Records emergency incident response information and maintains the current status and state of Police emergency vehicles and equipment by use of computer aided dispatch program and/or manually
- Monitors and responds to voice communications on multiple radio frequencies
- Queries, interprets, and maintains information in the FCIC/NCIC databases and operates a high-speed teletype system
- Assists in the training of new employees, as necessary
- Coordinates emergency service response with other public safety agencies and/or surrounding counties
- Operates office equipment necessary in the performance of this job
- Maintains various records as applicable
- Performs related work as required
Manager Operations
Valor VIP / MCI
Jacksonville, FL
04.2022 - 08.2022
- Oversaw team of associates in Jacksonville, FL, who handle technical support inquiries and problems via the phone
- Monitored operations to ensure adherence to service level standards and company/department policies and procedures
- Ensured adequate phone coverage, including making decisions regarding scheduling changes
- Acted as an escalation point for resolving the most difficult customer issues
- Communicated with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction
- Provided coaching and mentoring to Associate Supervisors
- Approved and implemented streamlining opportunities and process improvements
- Tracked and reported operations center performance against objectives and goals (i.e
- Quality, call volume, customer satisfaction, etc.)
- Served as backup to VP in their absence
Manager Operations - Care Management
One Call
Jacksonville, FL
06.2017 - 08.2020
- Oversaw teams of associates in Jacksonville, FL, Springfield, MO, Minot, ND and El Salvador who handle inquiries and problems via the phone and/or email
- Monitored operations to ensure adherence to service level standards and company/department policies and procedures
- Ensured adequate phone coverage, including making decisions regarding scheduling changes
- Acted as an escalation point for resolving the most difficult customer issues
- Evaluated the quality of associates’ calls from customers; provided feedback to reps on strengths and areas for improvement
- Communicated with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction
- Conducted performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes
- Provided coaching and mentoring to Associate Supervisors, Team Leads, and Associates
- Approved and implemented streamlining opportunities and process improvements
- Tracked and reported operations center performance against objectives and goals (i.e
- Quality, call volume, customer satisfaction, etc.)
- Served as backup to Operations Director in their absence
Supervisor Operations – Care Transport & Language
One Call
Jacksonville, FL
10.2012 - 06.2017
- Ran daily operations of the call center and monitored Service Levels
- Analyzed complaints for customer satisfaction
- Took escalated calls from both internal and external parties
- Professionally coached, counseled and developed department personnel
- Trained team and peer supervisors on new policies and procedures
- Completed projects on time to ensure that performance standards were met
- Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies
- Assisted in developing KPIs (Key Performance Indicators)
- Completed and delivered performance reviews
Client Relations Conversions Specialist – Care Transport & Language
One Call
Jacksonville, FL
07.2009 - 10.2012
- Managed dedicated accounts for workman’s compensation claims
- Served as the Key Point Person for Adjuster’s and Case Managers, Companion Property and Casualty, and CareIQ/Corvel insurance company
- Managed dedicated accounts for Sedgwick CMS, Zenith and Zurich Insurance Companies
- Responsible for the triage aspect of all conversion data to create revenue opportunities for the Outside Sales Team
- Served as the Key Point Person for Air Ambulance Conversions
- Produced $325,920.68 in revenue for 2011 conversions
- Produced $993,393.93 in revenue for 2012 conversions
- Expert on leakage penetration data
- Obtained authorization for services from Adjusters and Case Managers
- Created Standard Office Procedures
Education
High School Diploma -
Andrew Jackson Senior High School
Jacksonville, FL05.1991
Skills
- Customer service
- Active listening
- Conflict de-escalation
- Problem-solving
- Tact and diplomacy
- Teamwork and collaboration
- Confidentiality
- Analytical thinking
- Information dissemination
- Data entry accuracy
- Documentation and reporting
- Interpersonal communication
- Dependable and responsible
- Information intake
- Rapid needs assessment
Timeline
Police Dispatcher
Jacksonville Sheriff's Office
09.2023 - Current
Manager Operations
Valor VIP / MCI
04.2022 - 08.2022
Manager Operations - Care Management
One Call
06.2017 - 08.2020
Supervisor Operations – Care Transport & Language
One Call
10.2012 - 06.2017
Client Relations Conversions Specialist – Care Transport & Language
One Call
07.2009 - 10.2012
High School Diploma -
Andrew Jackson Senior High School
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