Tommy Johnson Email & Phone Number

Dallas, Tx, Us

Waste & Recycling

Dallas, Texas, Us

Downers Grove, Il, Us

Engage, employees, managers, directors, and c-level executives within prospective client agencies and assess their customer service needs. Followed up with vendor contacts on bid requests and negotiated with them on service footprint and prices in order to meet client cost saving goals. Learn each clients’ CRM system to understand the type and detail of data being captured and how it is utilized. Leverage industry contacts with vendors to deliver process improvements to client relationship departments. Make recommendations to improve work flow processes and procedures within customer service departments, including cross-training opportunities and improvements to their CRM systems.

The Colony, Tx, Us

Led client service operations to ensure complete customer satisfaction, provide contract deliverables, and improve margins for a full-service environmental consulting and management company. Collaborated with other department staff, including IT developers, to deliver deadline-driven projects and create customer reports for internal and external use. Recruited, hired, trained, and assessed customer service staff and led regular business performance reviews. Assisted in RFP, RFI, and bid requests. Collaborated with internal and external stakeholders to address customer issues and improve customer service levels.Key Contributions:▪ Played integral role in consistent achievement of client satisfaction, contract deliverables, compliance, and margin improvements for clients and vendors.▪ Coordinated efforts to manage high profile clients, handled escalated issues; solved problems to the satisfaction of all parties.▪ Successfully developed and delivered processes; improved efficiency and productivity for staff, clients, and vendors.▪ Managed projects from inception to completion; attained all budgets and timelines.▪ Worked alongside IT developers to improve technology and service offering.

Ponte Vedra, Fl, Us

Hired, developed, and set performance standards for customer service staff in a full-service environmental consulting and management company. Liaised between clients and internal teams to improve customer satisfaction ratings. Tracked customer interactions from order through billing and resolved escalated issues promptly. Developed and implemented best practices, policies, and procedures to streamline operations and improve customer experience. Worked remotely and traveled to corporate offices throughout year as needed. Key Contributions:▪ Simplified customer services processes, policies, and procedures; enhanced working environment and the customer experience.▪ Analyzed key service metrics, evaluated and reported on performance against benchmarks; enabled effective business forecasting and decision making.▪ Revamped training programs and manuals, delivered training; upskilled team members to achieve positive business results.▪ Played a leading role in the implementation of a new CRM systems; improved the availability and transparency of management information.

Windsor, Ct, Us

In multiple roles with progressive responsibilities, managed all client communications, conflict escalations, billing issues, and compliance for national waste and recycling business with several national accounts. Motivated and supported internal staff through quarterly reviews. Managed multiple contracts with SOW's and SLA's. Built and maintained client portfolio, collaborating regularly to ensure ongoing revenues. Worked with cross-functional teams to achieve customer goals and improve margins.Key Accomplishments:• Conducted waste audits to reduce landfill submissions in order reduce expenditures and comply with zero waste initiative.• Retained and renewed contracts for two, three, and six-year terms within $200 million client portfolio.• Liaised with client and internal teams to address accounting and service issues in order to avoid contract termination.• Increase client satisfaction ratings by 50% within first six months of servicing accounts, developing reputation for best-in-class service.

Windsor, Ct, Us

Houston, Texas, Us

Houston, Texas, Us

Cudahy, Wisconsin, Us

Employee and client relations, sales, marketing, training, recruitment, A/P, A/R, credit/collections and some sales commissions. Assistant to the GM.Developed and implemented training procedures which resulted in the standardization of formats, organization and processes, leading to a 100% efficiency rating by senior management. managed all aspects of day to day business for customer service, A/P and A/R, and collections.Build strong relationships with Accounts/Customers.

Elk Grove Village, Illinois, Us

Managed all house existing account business and any future business deemed as a house account. Oversee the activities of all day to day customer service. Established regular review meetings with CSR's and VP/GM as well as the Account/Customer Reps.