Thomas J. Johnson Email & Phone Number

California, United States

San Francisco, CA, US

- Works with Support and Partnerships manager to build, grow, and maintain TrueNorth's Customer Support systems and processes.

Seattle, WA, US

- Drove the formalization of Support Department best practices by implementing KPIs, a workforce management policy, and integrating the brand tone and voice into support communications, leading to a 94% CSAT rate in email tickets.- Introduced IVR functionality to Deako's customer-facing phone numbers, resulting in a 54% decrease in missed or abandoned calls.

Spent time researching the feasibility of opening a BPO firm based in the Philippines and securing basic requirements; also spent time traveling Asia Pacific with my partner, returning to the United States after New Years.

San Francisco, California, US

- Served as Notion's first hire in its Inclusivity, Diversity, Education, and Anti-Racism (IDEA) HR program pilot.- Sourced, coordinated, contracted, and set up Notion's first IDEA Learning and Development vendor. - Coordinated and refined processes and procedures for Notion's Affinity Groups/ERGs.

San Francisco, California, US

- Managed administrative functions for Notion's external support vendor partners within the Asia Pacific region, reporting to the Director of Customer Experience.- Oversaw the vendor partners' assigned operations and administrative leads in the maintenance and improvement of Notion's Support KPIs both short- and long-term.- Led scaling the growth of the.

San Francisco, California, US

- Oversaw all day-to-day Support operations at Metallicus for Metal Pay and other Metallicus products. - Acted as a direct escalation point for Customer Support Specialists working on complex tickets or issues that require Enhanced Due Diligence.- Rebuilt Metal's BPO support operations from the ground-up, including extensive scouting, negotiation, and.

Oakland, California, US

- Addressed and processed escalated ticket requests from Tier 1 Support- Processed incoming documents submitted via US Mail and Fax- Used a majority of non-role-specific working hours to advance the cause of Credit Karma's Diversity and Inclusion workgroup, including developing efforts to provide outreach and resources to future coders in underrepresented.

South San Francisco, California, US

- Responsible for ensuring satisfaction of the accounts of high-volume merchants (such as Postmates, Instacart, Wish, and the Hilary Clinton presidential campaign) in a role that combined customer satisfaction values with Sales/Account Manager functionality and an emphasis on cross-departmental collaboration via both ZenDesk and UserVoice's customer.

Cupertino, California, US

- Supervised movement of finished goods and service parts through all phases of back of house processing using SAP-integrated solutions including but not limited to receiving, processing, inventory, fulfillment, and out-processing of goods and parts.- Worked closely with Visual Merchandising to support the various in-store initiatives and instruction of.

- Tasked with reviewing, proposing and completing edits, and providing critique on scholarly articles by doctoral candidates for whom English was a second language.- Primary duties included rephrasing of scientific, sociological, and economics-oriented terminology to appeal to an English-speaking audience, and re-edits of entire drafts per feedback given.

Arlington, Virginia, US

- Worked in one-to-many and one-to-one sessions with students in Intermediate and Conversational-level English courses.- Designed and implemented lesson plans for both levels of instruction based on guidelines established and set by the school.- Responsible for review and appraisal of students' strengths, weaknesses, and progress relative to each student's.

Hayward, CA, US

- Responsible for entry-level tech support and administrative duties for the College's students and faculty.- Assessed and completed servicing of CEAS IT and AV equipment both in the Colleges's computer labs and classrooms.- Led a team of 4 other Student Assistants as an IT Lead, assuring that internal helpdesk tickets were completed in a timely and.

B.A., International Studies (Leave Of Absence, 5Th Year)

Bachelor Of Arts (B.A.), Concurrent With International Studies Ba (Studied Abroad)