Jeff Johnson Email & Phone Number

Durham, North Carolina, United States

Durham, North Carolina, United States

Pittsboro, North Carolina, United States

• Troubleshoot network issues dealing with DHCP, DNS, IP traffic routing, WAN, LAN, and internet connectivity.
• Troubleshoot computer and peripheral issues, including hardware replacement, cleaning, and/or repairing.
• Create and maintain end-user accounts in Active Directory by establishing profiles, assigning rights and permissions, and entering users into a database.
• Create, manage and delete Duo user accounts from the Duo admin portal.
• Document help desk ticket information appropriately by logging relevant information in the ticketing system.
• Follow-up with staff and end-users to ensure tickets were handled satisfactorily.

Raleigh-Durham, North Carolina Area

• Partner with IT to develop digital content, design mobile software applications, perform QA of automated renewal systems, and resolve key customer account issues.
• Co-designing a new internal CRM system in collaboration with IT by creating user requirements guide, prioritizing features, and testing user experience (UX).
• Install, configure and troubleshoot desktop, laptops, and mobile devices.
• Research, test, and evaluate new technologies and trends.
• Provide documentation for helpdesk and end-users processes and procedures.
• Ensure that membership information systems (database, website, telephony, etc.) are functioning accurately and are meeting the needs of the department and members.

Raleigh-Durham, North Carolina Area

• Lead all call center operations supporting a portfolio of membership and insurance products including management of core workflow processes, $7M budget, and a 10-person team.
• 1 of 10 employees selected nationally to join the corporate strategy team responsible for analyzing customer insights, developing new product ideas, and creating go-to-market plans.
• Managed organizational restructuring integrating staff from multiple departments to address 20% increase in call volume. Earned 97% customer satisfaction rating despite 3 fewer FTEs.
• Implemented workforce optimization strategy that maximized staff coverage to support daily high demand periods while minimizing low utilization rates and employee costs.
• Designed and led a strategic telemarketing campaign that increased annual revenue by over 6%. Created messaging, call scripts, and prospect targeting plans.
• Partner with IT to enhance customer journey provided by Mobile Apps, website, and membership information systems including internal databases, website, and telephony.

Raleigh-Durham, North Carolina Area

• Optimized functionality of internal CRM by developing standard queries and reporting templates to minimize staff time needed to access critical information
• Developed standard operating procedures for messaging and call flow that were adopted throughout the institution.
• Served as the key liaison between the Member Services department and colleagues across the organization needing support for resolving key customer service issues.
• Provided technical support, and operations training to all employees.

• Answered in-coming calls and demonstrated a high level of customer satisfaction.
• Enrolled and renewed members, captured product orders, explained product specifications, tracked member orders, and provided technical support via website.