PHILLIP JOHNSON
Decatur,MI
Summary
Experienced and reliable Team Manager with successful history leading and motivating staff members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues.
Overview
27
27
years of professional experience
Work History
Team Leader Manager
Alorica
07.2022 - 01.2025
- Led employee relations through effective communication, coaching, training, and development.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
Support and Sales
American Express
08.2021 - 07.2022
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Learned and adapted quickly to new technology and software applications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Paid attention to detail while completing assignments.
Manager
Total Marketing Concepts
02.2013 - 09.2021
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Managed and motivated employees to be productive and engaged in work.
- Cross-trained existing employees to maximize team agility and performance.
Call Center / Customer Service Rep CSR-3
American Water
01.2011 - 01.2012
- Worked with Pennsylvania group, handled calls following strict PUC guidelines. Promoted to this group after hire.
Line Cook Trainer CDT (Certified Designated Trainer)
Red Robin
01.2009 - 01.2009
- Worked as head line cook (grill/fry/saute/prep).
Line Cook Trainer
Millers Ale House
01.2007 - 01.2009
- Worked on the line learning all stations and training new hire employees.
Manager
Whataburger Inc.
01.2006 - 01.2007
- During my tenure the store received continuous bonuses due to controlling spending and operational costs. Kept employee moral at its highest through in store contests and promotions.
Line Cook Trainer
Harry's Seafood Bar & Grill
01.2004 - 01.2006
- Worked all aspects of kitchen (saute, prep, batch, grill, fry).
Customer Svc Rep / Quality Assurance Spec.
West Corp.
01.2002 - 01.2004
- Worked as a (SME) Subject Matter Expert. Promoted to Quality Assurance Dept. Handled 'trouble' calls from reps.
Manager
EZ Cars, Inc.
01.1999 - 01.2002
- Oversaw daily operations (sales, service, detail). Traveled and purchased autos at auctions. Hired employees and other service personnel.
Tele-Sales Agent
Pensacola News Journal
01.1998 - 01.2000
- Sold newspaper subscriptions over the phone at local call center, promoted to verifier (of sales).
Education
Surgical Tech Program -
Medical Career Center
Pensacola, FL01.2003
No Degree - Communications
Ithaca College
Ithaca, NYCertificate - Med Lab Tech W/ Blood Banking Specification
US Army
Fort Sam Houston Tx08-1994
Skills
- Meeting facilitation
- Remote team management
- Motivational
- Operational excellence
- Proficient in Word, Excel, PowerPoint, and Outlook
Additional Info
Worked as a lab tech and phlebotomist in army
Timeline
Team Leader Manager
Alorica
07.2022 - 01.2025
Support and Sales
American Express
08.2021 - 07.2022
Manager
Total Marketing Concepts
02.2013 - 09.2021
Call Center / Customer Service Rep CSR-3
American Water
01.2011 - 01.2012
Line Cook Trainer CDT (Certified Designated Trainer)
Red Robin
01.2009 - 01.2009
Line Cook Trainer
Millers Ale House
01.2007 - 01.2009
Manager
Whataburger Inc.
01.2006 - 01.2007
Line Cook Trainer
Harry's Seafood Bar & Grill
01.2004 - 01.2006
Customer Svc Rep / Quality Assurance Spec.
West Corp.
01.2002 - 01.2004
Manager
EZ Cars, Inc.
01.1999 - 01.2002
Tele-Sales Agent
Pensacola News Journal
01.1998 - 01.2000
Surgical Tech Program -
Medical Career Center
No Degree - Communications
Ithaca College
Certificate - Med Lab Tech W/ Blood Banking Specification
US Army
Similar Profiles
Jamie PollardJamie Pollard
CSR Supervisor at AloricaCSR Supervisor at Alorica
Alaysia AndersonAlaysia Anderson
Customer Service Supervisor at AloricaCustomer Service Supervisor at Alorica
Kerria DotsonKerria Dotson
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Seane LindoSeane Lindo
Sale Representative at AloricaSale Representative at Alorica
Gary FarleyGary Farley
Crew Supervisor 2 at City Of Atlanta Watershed DepartmentCrew Supervisor 2 at City Of Atlanta Watershed Department