Brian Johnson Email & Phone Number

Winter Garden, Fl, Us

Jacksonville, Florida, United States

Richardson, Texas, United States

- Oversee the entire servicing operations alongside one other Operations Managers, collectively being responsible for 20-25 Front Line Managers, 20-25 Specialist Supervisors, and 300-325 Specialists. - Collect and analyze data based on our KPIs to create action plans and identify areas of continuous improvement.- Work closely with our clients to report performance and partner to suggest policy optimization to ensure an excellent customer experience. - Conduct daily team meetings with our Front Line Managers, collaborate during weekly meetings with senior leaders, and facilitate monthly skip-level meetings with Specialists.

Richardson, Texas, United States

- Oversee a fast-paced, high-visibility department, which includes individuals operating in a 24/7 environment.- Manage a team of ~25 escalation supervisors, including performance review, coaching, creating action plans, and creating/modifying schedules.- Work with business partners to strategize ways to reach departmental goals and transform current processes to become more efficient. - Create productivity and performances reports for senior management, as well as assist with special projects.

Richardson, Texas

- Manage a team of ~15 Process Associates and up to two Subject Matter Experts (Team Leads), who are responsible for fostering inner-team growth.- For evening / overnight shifts, be responsible for about 75 specialists, including handling and/or escalating system issues and advising specialist of alternative protocols.- Conduct daily coachings, weekly team meetings, and annual appraisals, facilitate regular career counseling, and train and mentor resources. Drive retentions through HR practices and people functions.- Utilize Microsoft Office tools, from analytics tools like Excel, to communication tools like Outlook and Teams, to foster active communication across different departments.

Jacksonville, Florida Area

- Manage the day-to-day operations of a team of ~15 Process Associates and up to two Subject Matter Experts (Team Lead), who are responsible for gathering and analyzing data per client specifications.- Maintain/review productivity reports and provides additional training/coaching to Process Associates and SME, to ensure performance metrics are met and assist management with concerns. - Identify trends in team performance and recommend/implement change to constantly raise the performance levels in the team. - Conduct periodic 1-0-1 and Appraisals, do regular career counseling, and train and mentor resources. Drive retentions through HR practices and people functions.

Jacksonville, Florida, United States

- Supported a team of 10-14 Process Associates through coaching, mentoring, and overall development of process knowledge. - Built team member capabilities through frequent, effective feedback and timely resolution of queries, while maintaining a high bar and desire for excellence. - Participated in team data entry duties, to ensure continue self-learning of policies, which could be utilized to further the performance of the team. - Assisted management on projects outside of day-to-day responsibilities; suggested opportunities to increase performance throughout the site.

Jacksonville, Florida, United States

- Gathered and analyzed data according to client specifications, with an emphasis on accuracy and efficiency.- Stayed current on changing policies, procedures, and clarifications pertaining to job functions, utilizing multiple channels of information dissemination.- Assisted team members with understanding of policy, increasing overall team and site performance. --- Shadowed lower performers to better understand their areas for improvement and gaps in understanding.- Suggested strategies to management to simplify and enhance work flows.

Jacksonville, Florida Area

• Posted rental payments and investigated unpaid balances, including delivering notices and filing evictions, as necessary.• Managed maintenance staff: Collected work order requests from residents. Organized maintenance priorities and assigned them, accordingly. Followed up with both the residents and maintenance employees to ensure issues were handled to mutual satisfaction. Ensured that preventative maintenance of entire apartment community, including indoor and outdoor spaces (i.e. breezeways, roofs, pool, et al) was completed and record-keeping was fulfilled.• Toured prospective residents around the property; sold the benefits of our community. Completed applications for interested parties, and worked with them throughout the entire leasing process. Followed up with non-signing prospects to build rapport and encourage second visits.• Utilized leasing and billing software, such as Yardi and Nexus.• Answered phones and responded to resident and prospect emails.

Tampa, Fl

- Whether welcoming guests with a friendly demeanor and timely check-ins, or meeting their needs and fulfilling requests, my primary responsibility at Hampton Inn was exceptional customer service. I sincerely strived to ensure every single guest of our hotel had a stay that exceeded any and all expectations. -My name was personally mentioned in 5-Star TripAdvisor reviews numerous times, in addition to our internal satisfaction surveys. To paraphrase a former supervisor of mine, "I've never seen an employee get as many [positive] reviews, as quickly as you have. Customer service is natural to you."- Responsibilities beyond customer/guest service included "on-duty" management, sales, social media management, maintaining the appearance of our facility, data entry, market research, incidence resolution, emergency preparations, night audit, new-hire training, and more.

Fishkill, Ny

Business Administration And Management, General

Business Administration And Management, General