Trisha Johnson
Anaheim,CA
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Strong leader and problem-solver with independent decision-making skills and sound judgment to positively impact company success.
Overview
27
27
years of professional experience
Work History
Database Administrator
AutoSync Corporation
06.2019 - Current
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Identified data entry errors and reported to necessary departments.
- Developed data entry policies and procedures in compliance with company standards.
- Developed and maintained databases to store customer information.
Human Resource and Accounting Administrator
ICON Media
01.2010 - 06.2019
- Updated HR database with new employee information, changes in benefits, and other details.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Managed employee data and privacy to keep employee data confidential per organizational privacy policies.
- Monitored labor laws and regulations compliance to protect employers from litigations and employees from discrimination and harassment.
- Administered employee benefits programs and assisted with open enrollment.
- Worked directly with Paychex to administer all Human Resource Functions.
- Wrote job descriptions for employees and composed a company Handbook.
- General Accounting duties included Account Payables, Account Receivables, Invoicing Customers, Estimates for new jobs and Payroll.
Research and Development Administrator
Lexus Corporate Headquarters
04.2003 - 06.2006
- Conduct ongoing evaluations of how Lexus compares to competitive automotive luxury manufacturers.
- Review the annual JD Power Customer Service Index (CSI) scores and provide management with an analysis.
- Administer the Lexus Mystery Shop program by reviewing the results, providing areas of opportunities for Lexus dealers, and develop strategies for customer-focused changes.
- Balance and maintain the monthly budget report for the Customer Services Planning department.
- Developed the Lexus Personalized Settings program. Conducted testing on all Lexus models and wrote customer and technical brochures.
Service Amenity Program Supervisor
Lexus Corporate Headquarters
07.2002 - 04.2003
- Monitor vendor performance for Lexus Roadside Towing Network (AAA) and Lexus Roadside Call Center (EDS).
- Refine the Dealer Roadside Program to enhance customer satisfaction and owner retention.
- Define survey requirements to ensure dealer provided services could be measured against call center operations.
- Develop annual service loaner program to support customer expectations and brand strategies.
- Develop and monitor annual budget of $7.5 million for roadside and $21.2 million for Lexus service loaner program.
Customer Satisfaction Supervisor
Lexus Corporate Headquarters
01.2001 - 07.2002
- Responsible for the day-to-day activities of the Lexus Customer Satisfaction Call Center.
- Demonstrate leadership skills through training, coaching, counseling, identifying performance deficiencies, and team building with five (5) Team Supervisors (direct reports) and thirty-two (32) 800# representatives (indirect reports).
- Develop and implement department policies and procedures.
- Interact with Area Offices and dealers to negotiate, make recommendations and provide guidance on cases and other customer relations issues.
- Ensure proper call center staffing levels.
- Interview new associates.
- Write and conduct performance evaluations.
Customer Satisfaction Team Supervisor
Lexus Corporate Headquarters
09.1998 - 06.2000
- Provide support for a team of six to seven (6-7) 800# representatives.
- Monitor, coach, and counsel representatives to ensure quality customer handling and promote representative’s growth.
- Speak with escalated customers.
- Write and present mid-year and annual appraisals. Interact on a regular basis with dealers and area offices.
- Develop and implement policies and procedures for call center representatives and supervisors to provide world-class customer service.
Customer Satisfaction Representative
Lexus Corporate Headquarters
07.1997 - 09.1998
- Respond, by phone and/or letter, to customer concerns/questions with their vehicles.
- Promote owner loyalty and retention by reviewing customer requests for goodwill assistance.
- Assist Team Supervisor by responding to customer calls that have escalated and assisting with special projects.
Investment Executive
Paine Webber
06.1996 - 05.1997
- Met the Series 7, 63, and 65 licensing requirements.
- Received comprehensive sales training.
- Developed strategies for marketing and generating new business.
- Built and maintained a client base consisting of top executives and professionals.
- Quickly learned and retained an extensive product line.
Education
Bachelor of Science - Finance
California State University - Long Beach
Long Beach, CA05.1996
Skills
- Strong Customer Service Skills
- Strong Management Skills
- Human Resource Skills
- Interview New Hires
- Excellent Communications Skills
- Efficient with Excel
- Identify, write new Policies and Procedures
Additional Information
Relevant Training:
Great Managers, TARP Managing People, Targeted Selection, Pacific Institute, Toyota Traditions
Timeline
Database Administrator
AutoSync Corporation
06.2019 - Current
Human Resource and Accounting Administrator
ICON Media
01.2010 - 06.2019
Research and Development Administrator
Lexus Corporate Headquarters
04.2003 - 06.2006
Service Amenity Program Supervisor
Lexus Corporate Headquarters
07.2002 - 04.2003
Customer Satisfaction Supervisor
Lexus Corporate Headquarters
01.2001 - 07.2002
Customer Satisfaction Team Supervisor
Lexus Corporate Headquarters
09.1998 - 06.2000
Customer Satisfaction Representative
Lexus Corporate Headquarters
07.1997 - 09.1998
Investment Executive
Paine Webber
06.1996 - 05.1997
Bachelor of Science - Finance
California State University - Long Beach
Similar Profiles
Ken EngKen Eng
Account Executive at Activix CRM (AutoSync/Autotrader)Account Executive at Activix CRM (AutoSync/Autotrader)
MAGIELYN M. DELA CRUZMAGIELYN M. DELA CRUZ
Stickering/Bundler at UNIVERSAL ROBINA CORPORATION /RED.DOT CORPORATION AGENCYStickering/Bundler at UNIVERSAL ROBINA CORPORATION /RED.DOT CORPORATION AGENCY
Lisa GallagherLisa Gallagher
Senior Director & Enterprise Transformation Exec at Oracle Corporation (acquired Cerner Corporation)Senior Director & Enterprise Transformation Exec at Oracle Corporation (acquired Cerner Corporation)