David M. Johnson

[Send email using form at bottom]

2207 Midway Rd.

Sumerco, WV 25567

 [Send email to request phone number] 10-7025



Experience:



12/2009-03/2009                           HSI level 2 technical support

TRG Customer Solutions

Charleston WV



Verizon HSI Inbound Technical (IT) Support :







Answers incoming customer calls, evaluates and assesses customer



reported trouble.







Provides Tier 1 technical support for Wireless, Internet services.







Always demonstrates courteous, professional demeanor with internal and



external customers.







Utilizes a PC terminal to complete trouble entries/tickets.



Interfaces with various systems in testing, analyzing and clearing



customer reported trouble.







Obtains pertinent information through fact-finding and consultation



with customers on submission of trouble reports.







Interfaces with various computer systems (6).





6/2008 - 12/2009               Quality Analyst/ Tier 1 Tech Support

TRG Customer Solutions

Charleston WV US







Quality Analyst:



Listen to and Evaluate client’s end-user transactions (by channel i.e.

telephone calls, e-mails, chat, fufillment, etc.) for accuracy and

conformance to prescribed Customer Contact Quality standards.



Input results accurately into data capture/reporting application.



Conduct call audits as required.



Report results of evaluations/observations to appropriate

Quality/Operations Stakeholders (Quality Leadership Supervisor and

Account Management) on a weekly and monthly basis as needed.



analyze reports and report the findings to the quality manager

----------------------------------------------------------------------



Verizon FiOS Inbound Technical (IT) Support :



Answers incoming customer calls, evaluates and assesses customer

reported trouble.



Provides Tier 1 technical support for Wireless, Home Phone, Cable &

Internet services.



Always demonstrates courteous, professional demeanor with internal and

external customers.



Utilizes a PC terminal to complete trouble entries/tickets.

Interfaces with various systems in testing, analyzing and clearing

customer reported trouble.



Obtains pertinent information through fact-finding and consultation

with customers on submission of trouble reports.



Interfaces with various computer systems (6).











2007-2008             Co Manager



Sbarro

Charleston, WV



Planned, Organized, Ran shifts

Interviewing/hiring/training of employees

Maintained Quality and cleanliness of restaurant

Attended special events planning through the Merchants association

Responsible for shift and daily labor %

Responsible for shift and daily food cost

Responsible for weekly paperwork to Headquarters

Responsible for daily inventory control

Scheduling Employees

Ordering Product Inventory









2006 - 2007           Temporary Laborer



Labor Ready

South Charleston WV





Performing various positions on daily job sites





2004 - 2006           Sales Floor Supervisor



Ticketmaster

Charleston WV





Coached and Developed team of 32 agents

On sales for Saturday (prepare on sales list)

Headset count nightly

Prepared weekly agent coaching report

Prepared weekly and monthly incentive reports

Monitored agents using predefined QA standards

Monitored incoming trunks

Monitored Call Center wait time and statistics

Facilitated Training Classes

Ran Agent Help Desk

Reset Passwords

Troubleshoot Agents Computer and Software Problems

And escalated to IT Tech if unable to resolve







Achieved Sales Floor Supervisor position after only 2 months with

Ticketmaster







2004 - 2004              Telephone Sales Agent



Ticketmaster

Charleston WV



Took incoming calls selling tickets to events all over the country

Gave customers information related to events

Sold Magazines and offered Transfers per scripts and pre defined

conditions



2001 - 2004              Salaried Manager/General Manager Trained



Restaurant Management Group

Charleston WV

(Hardee's)





Planned, Organized, Ran shifts

Interviewing/hiring/training of employees

Maintained Quality and cleanliness of restaurant

Responsible for shift and daily labor %

Responsible for shift and daily food cost

Responsible for P&L line items for uniforms and cleaning supplies

Responsible for weekly closeout paperwork to headquarters

In Charge of Big Chimney WV store as acting General Manager (1 month)

In Charge of Poca WV store as acting General Manager (1 month)

Responsible for daily inventory control

Responsible for supervision of other management





1999 - 2001              Customer Contact Associate



AT&T

Charleston WV





Answered incoming customer service calls

Resolved customer concerns

Sold customer services not utilized











1996 - 1999              Sales Associate



Sears

Charleston WV & Waterford MI

Customer Service and Sales





Processed installer paperwork

Assisted with department resets

Coordinating installation with Installers







1990 - 1996              General Manager



Subway

Birmingham, MI





Planned, Organized, Ran shifts

Interviewing/hiring/training of employees

Maintained Quality and cleanliness of restaurant

Attended special events planning through the Merchants association

Responsible for shift and daily labor %

Responsible for shift and daily food cost

Responsible for weekly paperwork to Headquarters

Responsible for daily inventory control

Scheduling Employees

Ordering Product Inventory







Education







1982                           H.S. Diploma



Avondale High School

Auburn Hills MI







1982                    Certificate, Food Service



North East Oakland Vocational Education Center

Pontiac MI









Military







1983 - 1986



Aviation Maintenance Administrationman (AZ)



US Navy



Brunswick Naval Air Station ME



1. Aviation Maintenance Control



2. Aeronautical Technical Publications Librarian



3. Aviation Maintenance Administration



Education



FASOTRAGULANT



(Fleet Aviation Specialized Training Group Atlantic Fleet)



Aeronautical Technical Publications Librarian Specialist.





Skills:



-Ticketmaster-



Microsoft Office, Outlook, Word, Excel, Power Point



Ticketmaster TMWIN (icefish & hammerhead)



PCI



WINSET



Etalk



Emvolve performance manager



-AT&T-



Residential Account Maintenence Program (R.A.M.P)



(K.M.S) Knowledge Managment System



-Hardee's-



POS Works



POS System



Programming POS System



Backoffice system with WindowsNT



Fax Machine



PhotoCopier