Steven Johnson is a marketing coordinator and escalation specialist with over 10 years of experience in fundraising, event planning, database management, and customer service. He has expertise in various software programs and a strong track record of improving customer satisfaction metrics. Johnson is currently looking for new opportunities that allow him to utilize his leadership, communication, and project management skills.

1. Faithproduction@hotmail.com
Steven A. Johnson 904-405-3978
10963 Apple Blossom Trail E, Jacksonville,FL 32218
Professional Summary
I am a solid leader and an outstanding team player that works with diverse groups. I come from an
extensive background in fundraising, donation and database management, operations, and
customer service support. I am flexible and can adapt in any situation. I give excellent attention to
project management details, and provide remarkable customer service to our clients. Last, I have a
strong verbal, written communication, and presentation skills, and can multi-task as needed in a
fast paced and ambiguous environment.
System Knowledge
Expert user of Word, Excel, PowerPoint,Photoshop,Outlookand Internet Applications, NMIS (sales
platform, Citi Collaborate (Facebookplatform), Datalink (Net Promoterplatform)
Professional Experience
H&R Block, Jacksonville, FL
October 2014 – April 2016
Marketing Coordinator
Responsibilities:
 Plan and execute marketing strategies and logistics for H&R Block professional events
including tabling event, and partnership opportunities.
 Set and work with budgets ranging from $5,000-$10,000+ for events.
 Set up and break down necessary signage and marketing material for events.
 Trained over 30+ H&R Block personnel in how to market and implement new client growth
successfully.
 Develop, lead, and help with the visual arts which include prints and digital marketing
materials from start to finish.
 Conduct local market research on product usage, customer demographics, etc.
 Assist team members with brainstorming and strategy meetings.
 Record events in the form of photos, videos, audio and social media measures for office
promotions.
Citigroup, Jacksonville, FL
April 2010 – Present
Escalation Specialist 2
Responsibilities:
 Review inbound customer service calls, and provide feedback through peer mentoring and
coaching using the Global Coaching Model, to an audience between 20 – 25 agents on how to
improve their skills and drive a remarkable customer service interaction.
 Identify trends and improvement opportunities by reviewing, analyzing, and working
customer service cases daily in addition to reviewing survey results.

2.  With Citi policies and procedures in mind, exercise sound business decisions and judgment
for both company and customer.
 Provide procedural expertise and dynamic feedback to the team/unit while taking escalation
calls.
 Give guidance and support to my team with customer service issue arise when the manager is
out of the office.
CSAT Focal
 For the last 2 quarters I was appointed the CSAT professor and led that class to an increase in
all 3 ESAT metrics by average of 14%.
 Identify low trends with agents and process improvement opportunities by reviewing
Datalinks and their ESAT’s.
 Provide feedback in the form of group settings or one on one’s in reference to the agent’s
performance.
NPS Focal
 Create, deliver and implement NPS initiatives in the form of One Point Lessons, group and one
on one presentations, and Citi Collaborate(Citi platform Facebook), to improve our customer
experience and solution performance.
 Perform activities to improve NPS results for Citibank by providing timely follow
ups and resolution to clients’ needs using the case management tracker.
VOE/R&R Focal
 Research, gather, compose, and communicate daily and weekly performance metrics for the
department.
 Develop, lead, and help with the visual arts which include flyers, digital marketing materials
and other media outlets from start to finish, which brought a positive atmosphere to the work
environment.
Other assignments
Citigroup, Jacksonville, FL
April 2010 – December 2014
Citi Events & Décor Lead Co-Chair Committee Member
Responsibilities:
 Research and become the liaison between the target markets at Citi, their employees, and the
community.
 Set and work with budgets ranging from $500-$1500 per events.
 Develop, lead, and help with the visual arts which include prints, digital marketing materials
and other media outlets from start to finish.
 Provide photography services and edits during events.
 Greet, direct, host, and perform for attendees and guests at events.
 Manage events from start to finish.
 Manage and place volunteers from start to finish at events.
Clara White Mission, Jacksonville, FL
August 2011 – Present
PR & Marketing Assistant
Responsibilities:
 Work with team members to develop programs and promote social events to benefit
underprivileged members of the community.
 Strategically plan fundraisers and mixers with minimum budgets to maximize proceeds to
benefit the cause of Clara White Mission.
 Design flyers, e-blasts, and website graphics to promote events.

3.  Attend outside networking social events to represent Clara White Mission.
Education and training
 Florida State Community College, Jacksonville, FL
A.S. Digital Media Degree
 Project Management training
 Excel workshop training
Citi Achievements /Involvement
 Citi’s African Heritage Network, Co-Chair of Events Committee (2014)
 Citi’s African Heritage Network, Co-Chair of Community Outreach Volunteerism Committee (2012)
 Citi’s Mentorship Program (2013)
 4 Star Player Awards
 Hero of the Month (2013)
 Quality Excellence Award (2015)