Timarla Johnson

Manager of Client Services at Eurofins Transplant Genomics
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Contact Information
us****@****om
(386) 825-5501
Location
Antioch, California, United States, US
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Anna Martin

Timarla is an enthusiastic leader with a constant positive attitude. Her way general way of leadership is by teaching new and innovative ways of providing exceptional customer support as well as internal support. It is not often you are provided an opportunity to work with a supervisor that is humble, generous, and willing to go the extra mile all the time for the TEAM. In a perfect world Timarla could capture all of her assets and share them with everyone who wants to be a part of a successful team.

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Credentials

  • Customer Service Essentials Trainer
    Bonfire Training
    May, 2018
    - Sep, 2024

Experience

  • Eurofins Transplant Genomics
    • United States
    • Biotechnology Research
    • 1 - 100 Employee
    • Manager of Client Services
      • Sep 2022 - Present

      Mentor and manage direct reports while also managing the day to day operations of the Client Services Department. Develop, monitor, and refine departmental KMI’s. Implement customer service training, continual call monitoring, and coaching feedback. Regularly review processes to ensure relevance and effectiveness. Manage relationships with customers, sales teams and cross-functional liaisons. Manage customer NPS program, by evaluating trends, managing customer follow-ups, and report findings to upper management. Handle and maintain team morale and effectiveness, through interactive communication and intentional team building. Closely work with cross-functional teams to create systematic resolutions to everyday business issues and needs. Manage order entry, customer communication, and incident resolution. Show less

  • Bio-Rad Laboratories
    • United States
    • Biotechnology Research
    • 700 & Above Employee
    • CUSTOMER CARE RELATIONSHIP SUPERVISOR
      • Mar 2018 - Sep 2022

      Mentor and manage 16 direct reports while also managing the day to day operations of the Customer Care phone and sales support team. Develop, monitor, and refine departmental KMI’s. Implement customer service training, continual call monitoring, and coaching feedback. Regularly review processes to ensure relevance and effectiveness. Manage relationships with customers, sales teams and cross-functional liaisons. Manage customer NPS program, by evaluating trends, managing customer follow-ups, and report findings to upper management. Handle and maintain team morale and effectiveness, through interactive communication and intentional team building. Closely work with cross-functional teams to create systematic resolutions to everyday business issues and needs. Manage order entry, customer communication, and incident resolution. Travel internationally delivering customer service essentials training as a certified Bonfire trainer. Show less

    • CONTRACT MANAGEMENT SUPERVISOR
      • Apr 2015 - Mar 2018

      Led and coached 11 direct reports while also managing the day to day operations of the Contracts Management team. Manage the processing and reviewing of customer sales contracts and RFPs in accordance with tactical plans, legal guidelines, terms, conditions, and exceptions. Manage contract compliance, reporting, and data analytics. Manage and implement annual price increase and pricing updates. Assist with the launch and implementation of SAP through training, troubleshooting and problem-solving. Show less

  • UFCW & Employers Trust, LLC
    • United States
    • Hospitals and Health Care
    • 1 - 100 Employee
    • COMMUNICATIONS SPECIALIST
      • Apr 2014 - Apr 2015

      Worked with the Communications Manager to send out monthly, quarterly, and yearly communications to Union Members with notifications regarding benefits, open enrollments, and current events. Assisted with design, and blueprinting of brochures, flyers, and customer notifications. Worked with the communications team to organize and execute member fairs, and open enrollment events. Worked with clients face to face to identify the best resolution to their needs. Managed day to office organization, filing, and upkeep. Show less

  • Fresenius Medical Care
    • Germany
    • Hospitals and Health Care
    • 100 - 200 Employee
    • PERITONEAL DIALYSIS TECH SUPPORT SPECIALIST
      • Mar 2011 - Apr 2014

      Triaged inbound calls from dialysis patients and utilized training and troubleshooting procedures, techniques and reference materials to provide telephone assistance to medical professionals, patients, and technicians with basic operation and troubleshooting of all cyclers. Provide complete documentation of all customer contacts in the complaint handling system, including patient information and troubleshooting records while also maintaining HIPPA compliance. Assisted with special administration and creative tasks as needed. patient information and troubleshooting records while also maintaining HIPPA compliance. Assisted with special administration and creative tasks as needed. Show less

Education

  • FIDM/Fashion Institute of Design & Merchandising-San Francisco
    Associate’s Degree, Product Development
    2006 - 2008
  • Pittsburg High School

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