Trevor Johnson Email & Phone Number

Florida, United States

Metro Jacksonville

❖ Set up and manage AV equipment for pharmaceutical sales events, ensuring clear and engaging presentations.❖ Maintain high audio and visual standards to enhance the communication of sales information.❖ Quickly address and fix technical issues to keep events running smoothly and professionally.

- 5 years of experience in customer facing roles- Advanced understanding of Customer Success due to certification and continued networking within the profession-Exceptional Customer Service skills -Ability to manage a book of business-Skilled at retaining and delighting customers

*Role eliminated due to company Layoffs*Acted as the company's first Customer Success hire. Worked on refining internal and external processes for the overall improvement of the customer journey. Collaborated with departments such as Software, Information Technology, Sales/Marketing, and C-suite leadership to enhance operations efficiency and internal data analytics/transparency.Handled the implementation and post sales relationship of SMB/Mid-Market customers for a primary Saas product, DocuWare.❖ Managed a customer portfolio of $2.3 million ARR across 20+ accounts❖ Boosted yearly DocuWare expansion sales by an average of 20% via license and package upgrades❖ Reduced customer onboarding to a 4 week target by creating new Handoff SOPs, improving efficiency and reducing churn❖ Trained 40+ users in DocuWare, enhancing adoption and proficiency❖ Orchestrated a CRM/tech stack overhaul from a 50-vendor audit, improving internal communication and insights into account value, status, and sales forecasting❖ Identified $150k in savings through a marketing and website review, terminating ineffective contracts❖ Implemented customer journey and feedback procedures, project management tools, and file structures to set a foundation for future NPS scores and client centric service❖ Developed communication guidelines, ensuring consistent and positive customer interactions❖ Influenced strategic decisions and strengthened stakeholder relationships by advising C-level executives

Jacksonville, Florida, United States

Hilton Head Island, South Carolina Area

Managed the scheduling of guests at a hospitality property on Hilton Head Island. I conversed with guests, provided location information, and handled inquiries.❖ Achieved and maintained a 4.83 SuperHost rating by delivering exceptional customerservice, proactive communication, and personalized guest experiences, ensuring high levels ofsatisfaction and repeat bookings❖ Increased occupancy rate to 46% and raised monthly bookings by approximately 2% throughstrategic customer engagement and continuous optimization of the guest experience, resultingin improved revenue and customer lifetime value❖ Cultivated and nurtured relationships with guests during and post-stay, leveraging feedbackloops and follow-up communications to drive repeat bookings, improved operations,maintenance, and exceed changing guest expectations

New York, New York, United States

*Role eliminated due to company Layoffs*Assisted my agency, a startup focused on internal communications, employee engagement, and change management with various duties related to client projects. Particularly assisting with larger enterprise accounts involved in consumer services, information technology, and digital marketing I also worked on enhancing internal processes.❖ Produced over 10 written communications for C-level IBM executives to promote change management to a department of over 500+ marketing employees❖ Identified 25+ opportunities to increase IBM's brand, including publications, podcasts, and industry events❖ Created a library of 60+ communications studies for usage in further business development❖ Conducted 15 listening sessions with IBM front-line managers across global geographies and synthesized resulting feedback for leadership❖ Supported Trello project management by introducing automations for remedial tasks❖ Compiled a library of 15+ case studies, showcasing agency success to potential B2B, B2C, and SaaS clients

Brooklyn, New York, United States

*Role eliminated due to contract end*Served as the primary point of contact for tenants in Bronx low income housing developments. Providing case management and scheduling of remediation for the New York City Housing Authority's (NYCHA) Mold Response Unit. ❖ Managed a caseload of 60-80 tenants, onboarding and guiding them through the remediation process,reducing upkeep costs, and informing them of procedures to enhance self-reporting of infractions❖ Gathered feedback from residents through surveys, calls, and suggestion boxes to understand their needs and concerns❖ Handled communication between building maintenance and administration via phone and email to schedule timely inspections and repairs of affected residences❖ Assisted the response unit with database and case management software maintenance via Zendesk CRM❖ Collaborated with tenants, Maintenance, and Compliance departments to resolve 60+ cases

Brooklyn, New York, United States

Provided retail services for specialty grocery in some of the country's busiest locations in the New York area.❖ Established robust customer relationships and executed targeted sales strategies, successfully driving upsells and cross-sells of products/services❖ Performed management-delegated tasks such as stocking product, receiving warehouse shipments, creating displays, general cleaning, and occasional maintenance in order to promote a seamless customer experience

Yogyakarta Province, Indonesia

As part of my senior thesis I conducted a year-long investigation on the healthcare in Indonesia, focusing on everyday choices of citizens nationwide with emphasis on Yogyakarta special region. ❖ Collaborated with Volunteers in Asia (VIA) to interview various individuals concerned with health issues, including traditional healers, market workers, pharmacists, doctors, NGO workers, activists, and farmers. Contextualized opinions within the political and cultural history of the nation.❖ Synthesized reports, theories, historical events, and anecdotes from academic databases and news publications to produce a thesis publication outlining findings and proposed efforts for greater efficiency in the nation’s healthcare system.

Sarasota, Florida Area

Served as a writing tutor for my university's Writing Resource Center. ❖ Facilitated over 200 writing consultations with individuals from all academic disciplines on assignments such as research essays, fiction writing, grants, applications, theses, and lab reports❖ Copy-edited formal documents for clarity and grammar, providing in-depth feedback and coaching to build upon students’ understanding and improve their writing

Sarasota, Florida, United States

Served on the editorial board of my university's research journal.❖ Worked with other students to help launch the Aeolus research journal. This journal aims to publish solely undergraduate student research❖ Edited submitted manuscripts for clarity and presentation❖ Set organizational wide goals, and systems to track their progress❖ Worked with my team in: contacting potential peer reviewers, discussing issues with authors, delineating legal information, and managing various other logistical factors such as issues of copyright

Denver, Colorado, United States

Interned with a refugee resettlement agency, Focused on resource providence and assimilation in the Denver/Aurora area.❖ Conducted various forms of office and clerical work ranging from: file management, auditing, refugee cultural orientation, job applications, ESL enrollment, teaching of public transit systems, and resource management❖ Assisted in youth programming by helping facilitate efforts in the college preparation program by tutoring and conversing with students about their goals, and how best to relay their stories to achieve actionable plans towards higher-education❖ Worked with the job readiness program by guiding community members through the tasks of computer and online applications, as well as explaining job expectations and opportunities in the local area

Bachelor Of Arts - Ba, Anthropology

Focused on understanding people and societies, which has been instrumental in developing strong interpersonal skills for my professional.

Education record

Courses in GIS, Computer Science (Python), Multimedia, and Statistics