Chadrick Johnson Email & Phone Number

Charlotte, North Carolina, United States

• Export customer usage data from MicroStrategy to Excel and create macros to eliminate excess data and initiate process of disconnecting inactive accounts• Identify and analyze data trends to increase workflow productivity by 10%• Collaborate with technology team to recommend updating procedures to improve customer experience • Utilize Jira to manage and track the progress of project(s), including milestones, action items and issues• Analyze internal policies, processes, and products in comparison to trends and customer complaints and inquires• Requested and processed documentation from external sources to ensure compliance with federal regulations• Utilize Salesforce to retrieve customer account information to perform account audits and reconciliation • Utilize Salesforce to create opportunities in client accounts and distribute official correspondence to customers

Charlotte, North Carolina, United States

• Acted as interim lead for disconnect team and assigned tasks to 45 associates based on skill level to improve team efficiency• Recommended to divide and assign workload by connection type instead of processing data chronologically thereby increasing productivity 15%• Collaborated in weekly organizational calls with leadership to determine best practices for disconnect process• Facilitated a successful sales cycle by ensuring accurate order entry activities for complex coaxial and fiber sales orders, and maintained client database • Initiated and carried out the order fulfillment process by scheduling service upgrades, installations and special requests according to departmental processes, procedures and guidelines

Charlotte, North Carolina, United States

• Processed and reviewed escalated billing disputes to preserve customer relationship while minimizing financial losses to company• Determined when processes, policies and products are negatively impacting the customer experience and recommended solutions to reduce customer dissatisfaction• Conducted research using a combination of internal and external sources to develop viable solutions based on existing internal resources • Implemented and measured impact of proposed solutions in daily operations by monitoring the customers response to the implementations• Compare outcomes to pre implementation data to determine impact• Identified training and skill gaps in agents and provided proactive feedback and recommendations for improvement.• Led a team of 15 and provided guidance and support in managing customer relationships and exemplified accurate customer account documentation processes

• Handled inbound contacts from potential customers via telephone in order to process order entry• Diagnosed errors within pending order to ensure customer expectation with install/upgrade• Trained new team members with billing systems (CSG, ICOMS)• Provided conflict management between customers and sales team which increased customer satisfaction by 15%.• Partnered with Sales Engineers, Marketing, Construction, Project Management to ensure sales reach completion• Managed required responses and forms from multiple teams during order preparation• Performed admin changes to internal quoting system including workbook order entry• Assisted business sales team with pricing and quoting group requests and sales credit verification, keying, and scheduling of orders

Charlotte, North Carolina Area

• Utilized Remedy Service Management system to analyze and review assigned processes, risks and controls to ensure key risks have been identified and there are no gaps in process workflow. Drew accurate routing conclusions that reflect cost estimate for the available request.• Collaborated with building contractors and planners to facilitate cost estimates for both residential, MDU and commercial serviceability request.• Gathered, refined, and validated complex business requirements, interdependencies and potential risks or issues.• Completed field engineering surveys including OSP design for Aerial/Underground routing of approved construction projects in relationship to Pre-Design/Pre-field as well as Make Ready/Permitting requirements.

Tallahassee, Florida Area

• Acted as recruiting coordinator, and oversaw recruiting activities for the program• Worked closely with compliance office to ensure players/team were in good standing with NCAA rules & regulations• Managed team travel by distributing flight information, governing per diem, coordinating travel itinerary with bus driver and planning dining and practice times when on the road• Provided coaching in both a team and and individual setting to improve sport specific skills

2010 Class 5A District 12 District Champion with a record of 19-8First District Championship at school in 15 years. 6 - 12 Math Certificate. Taught Algebra I.

Provided quality assessment and statewide training to customers by assisting them with password resets for Florida Specific systems; HomeSafeNet, FMMIS, and FSFN.Reset all security profiles and helped customers with technical issues dealing with computer and all operation programs. Used informed decision-making techniques to issue long-term improvement of processes and outputs. Responsible for creating service center tickets.

Taught Algebra I and Intensive Math. Students showed a 20% increase on Math Section of the FCAT. Head Boys Junior Varsity Basketball Coach. Posted a record of 22 - 5.

Responsible for regulating the insurance benefits for entire department. Consulted employees about the various insurance packages. Responsible for employee notifications regarding insurance premium issues Worked directly with the Department of State Group Insurance, COPES and SAMAS.

Provided Telephonic Customer Service providing case information to custodial parent, non-custodial parent, and others involved in specific cases while maintaining confidentially. Documented the IICM screen with comprehensive, concise notes that convey the reason for the call and next appropriate action needed. Provided general information to the public and answered questions regarding CSE policy, procedure manual, and case establishment. Participated in CCU weekly staff meeting and training sessions.

Education record

in the top 10% of the class

General Core Curriculum

Bachelor Of Science Degree, Business Science; Statistics; Economics, Statistics, Computer Science, Management And Marketing