1. CO R E Y L. JO H N S O N
4221 Spruce Street Unit#2406 Phone: 302-275-0810
Tampa, FL 33607 Email: coreyj31369@yahoo.com
PROFESSIONAL SUMMARY AND CAREER GOAL
• Over 13 years of leadership for customer service professionals in the services industries.
• Successful climb to supervision role for over 4 leads and 20 representatives.
• My ideal role will be one that will maximize my management and customer service experience,
education, and passion for delivering exceptional customer experiences every day.
EDUCATION & TRAINING
Psychology Program, University of Phoenix, 2013 – Present (Grad date expected- February 2016)
Fall Semester, Hillsborough Community College, Brandon, FL, 2005
Six Sigma, Jun 2004
Delaware Technical Community College – (Southern Campus), Georgetown, DE, 1989 – 1994
Participated in more than 150 hours of Supervisor / Management Development Courses
PROFESSIONAL EXPERIENCE
CERIDIAN MEDICAL, ST. PETERSBURG, FL SEP 2013 – PRESENT
COBRA CLIENT SERVICES SUPERVISOR
 Leadership and Management
o Staff the department to meet service levels daily, weekly, monthly.
o Coach and develop a staff of 20 client service phone representatives.
o Deliver corrective action and disciplinary coaching to staff.
o Coach train and develop 4 team leaders for future supervisor roles.
o Participate in mentoring program for potential leaders in the company.
o Provide manager with monthly production metrics for her month end meeting.
o Develop and present department power point presentations in supervisor and team
meetings weekly.
o Currently enrolled in manager essentials development training.
o Present power point slide presentations for new client conference calls.
 Customer Service
o Take supervisor escalation calls from brokers and benefit Administrators.
o Assisting clients with product implementation and carrier updates.
o Developed professional business writing and training course for client services
representatives.
ULTIMATE MEDICAL ACADEMY, TAMPA, FL JAN 2013 – SEP 2013
SSC COORDINATOR / CAREER SERVICES ADVISOR
 Responsible for working with Graduates of UMA and finding them employment opportunities in their
degree fields.
 Contacting physician offices, medical centers and retail eyewear centers for career opportunities for my
graduate students.
 Conduct pre and post interviews with graduates in preparation for career opportunities.
 Working with the graduates by updating their resumes, coaching them on interview process from how
to dress to what to say and what not to do during the interview.

2.  Contact students and assist them with returning their books.
ADVENT FINANCIAL, BRANDON, FL MAY 2012 – JAN 2013
QUALITY COORDINATOR REPRESENTATIVE
 Responsible for coaching a staff of customer support phone representatives.
 Developed call model for servicing tax preparers and their clients.
 Evaluated a staff that handles various types of Inbound and outbound tax related calls with tax payers
and tax preparers using strict guidelines.
FIS, ST. PETERSBURG, FL SEP 2010 – JAN 2012
CHARGEBACK / DISPUTES SUPERVISOR
 Coached and developed a team of 12 disputes phone representatives.
 Developed 1 team leader and prepared her career / organization objectives.
 Managed a staff that handles various types of credit card transactions such as disputes, fraud rejects,
accounting, Visa on Line issues.
 Responsible for handling payroll, disciplinary action, managing department losses and employee
budget.
JP MORGAN CHASE & CO, TAMPA, FL. / NEWARK, DE SEP 1998 – SEP 2010
AUTO FINANCE POST PRIMARY COLLECTIONS SUPERVISOR JUN 2003 – SEP 2010
 Responsible for coaching and developing a staff of 15 collectors to create a high performance team.
 Track production and delinquency trends, set strategies to achieve departmental goals and reducing
write-offs and increasing loss prevention through repossessions.
 Manage staff attendance, workflow, and call abandon rate using Centrevue Supervisor Database.
 Serve as the Spokesperson for a mentoring and management development team in which root causes
for loss and resolutions are determined.
 Compose and administer monthly performance reviews and yearly development plans, which continue
to be a factor in the ongoing reduction of turnover rates.
 Create and implement department standards and organizational structure to ensure achievement of
departmental goals.
 Grew collections department by 75% in 18 months through aggressive recruiting strategy.
CREDIT CARD COLLECTIONS SUPERVISOR, TAMPA, FL APR 2002 – JUN 2003
 Coached and developed a team of 15-20 collectors through supervision based on guidance and
employee development using side by side and the Witness call monitoring system.
 Implemented “MVP” recognition program for representatives in both an Inbound call center and 30-65
day collection unit.
 Mentored two assistant supervisors in order to help them achieve their career plans.
 Prepare team of representatives for the next level of collections through analysis of reports and
coaching tools designed to enhance effective communication with customers.
TECHNICAL SKILLS
Microsoft Office/ Microsoft Power Point/ Lotus Notes/ Windows 9X/ XPand NT/ Witness Monitoring
System/ FDR/ ACE/ Internet navigation and utilization/ Dayforce Access/ AS400/ ICAD/Staffview