Brian Johnson Email & Phone Number

United States

Responsible for Tier 1/Issue Management for Finxact production clientsLead and develop a team of Tier 1 CSA’s, own the performance, growth, and continuous improvement of the Tier 1 functionServe as first point of contact for both client-initiated Issues and Internally identified issuesOpen tickets on client behalf for internally identified issuesEnsure client-initiated tickets have all required documentationDocument and track ticket progression, SLA’s, RCA, and keep client informed of progressProvides after hours support on a scheduled basis, includes supervising and acting as an escalation point for Tier 1 client support analysts.Develop and own ticket reporting dashboards for each client and track SLA’s, KPI’s and other relevant statistical/historical trends

Jacksonville, Florida, United States

Responsible for supporting Finxact production clients Responsible for managing in-bound calls and chats from clients requesting assistance and/or reporting issues. Manage a variety of service tickets to provide quick resolution within SLA (Service Level Agreement) Works quickly to analyze complex problems and provides recommendation for resolution. Work closely with product and development to help identify the root cause of a problem and make recommendation toward a resolution. Assist with building out knowledge among the team and FreshService knowledge base Assist with release testing and host knowledge transfer sessions both internal and to our clients Provides after hours support on a scheduled basis Attends client calls with Manager to review outstanding tickets and provide a solution Write documentation surrounding system functionality Provides support to other analyst on the team, as needed

Jacksonville, Florida, United States

Process, monitor and examine client collateral information on existing and new asset-based loans. Investigate and resolve customer inquiries. Managed customer financial questions and reconciliations.● Handled all stages; from the receipt and verification of sales journals, collateral reports, and account receivable and account payable reports; resolving customer problems and answering questions.● Accurately post and reconcile sales and accounts receivable adjustments; reconciling cash reported to cash received; receiving, processing, and posting advance requests; reviewing accounts receivable aging information, and sending verifications to confirm balances.● Trained new customers on reporting and procedures.● Assisted with training new staff.● Handled the most complex and sensitive loans● Maintained over a 98% accuracy rating with all of my accounts

Jacksonville, Florida, United States

● Trained team members on the Wells Fargo systems.● Plan a course of action to recover outstanding payments.● Assisted with the facilitation of team meetings and huddles.● Conducted contests to help cultivate higher performance among team members.● Maintained the visions and values of Wells Fargo at all times

Jacksonville, Florida, United States

● Conducted general body meetings.● Organize volunteer opportunities for members.● Oversee all committees within the chapter.● St Jude Liaison for the Gulf Coast Region, helped raised over $300,000 for St Jude

Mentored the chapter to function effectively as members.Served as a liaison between the undergraduate and the graduate chapter.Facilitated workshops on team building, fraternity obligations and professional decorum.

Jacksonville, Florida, United States

Contacted card members to collect payments along with inform on account status. Manage multiple delinquent accounts for debt Collection efforts.● Maintained performance standards set by the department.● Investigate and resolve discrepancies in payments or accounts.● Handle questions or complaints.

Palm Desert, California, United States

Responsible for the coding, design and layout of the websites according to the company’s specifications for each customer. ● Designed multimedia business card utilizing websites.● Troubleshot both internal and external web related problems for the client and company … collaborating to resolve ….● Written efficient code.● Managed confidential data for customers as it was submitted.● Developed web forms applications using PHP and Pear● Managed and expanded/enhanced the website once built

Bs, Computer Science Technology

Education record