Brad Johnston Email & Phone Number

Tempe, Az, Us

Tempe, Az, Us

Mesa, Arizona, Us

Promoted into leadership role for newly established business unit with ownership of entire P&L for fleet and rental division of commercial vehicle registration and compliance services. Manage registration and compliance services across 15 states, creating culture, structure, and operation to exceed financial expectations.• Grew organization 35% by evaluating and improving pricing model, product implementation, and operational efficiencies.• Transformed operations to exceed financial plan through development of structure for pricing strategy, costs, and service levels to create relationship-based value for clients.

Mesa, Arizona, Us

Promoted into new role to manage 200+ global vendor relationships across organization, including contract negotiations, performance management, and issue resolution.• Added value for company and clients by turning up European vendor relations, finding partners who had needed resources at value price point and complied with all labor laws.• Enhanced customer service at better cost with uninterrupted support by transitioning call center operations to domestic location at start of COVID-19 pandemic.• Generated significant cost savings through stabilizing and formalizing multiple contracts with overseas partners.

Mesa, Arizona, Us

Supported 200 law enforcement agency clients across US, as well as citizen interaction for all agencies, including call centers, printing and postage, collections, court information, and mobile delivery drivers. Managed team of 200 direct and indirect employees.• Saved $1M annually and increased client satisfaction by transitioning call center to more cost-effective solution domestically.• Slashed expenses several million dollars each year while boosting client-relationship accuracy by turning up site in the Philippines to manage post-event capture processing.

Mesa, Arizona, Us

Led team of 10 supervisors with 120 total employees. Managed P&L, production, service levels, hiring, staffing, training, recruiting, and leadership development for all levels of performance management. Coordinated relationships with partners across Mexico and Dominican Republic.• Created redundancy for systems while ensuring cost effectiveness by securing second international partner in Dominican Republic to maintain competitive pricing pressure on partner in Mexico City.• Delivered significant cost reduction with higher degree of accuracy following identification of processes that would benefit from automation, implementing computer software in place of staff.• Positioned 8 of 10 employees for promotions via creation and launch of pilot mentorship program for high performers.

Atlanta, Ga, Us

Managed 4 call centers with 10 direct and 200 indirect reports providing technical and billing support to residential clients across AZ, NV, and CA. Ensured client satisfaction and performance improvements.• Delivered up to $3M in annual cost savings through performance-management efforts, including improved training and processes.

Atlanta, Ga, Us

Provided white-glove service and support to 50 top-tier business clients as dedicated single point of contact.• Retained contract with municipal government agency and ensured 911 lines were available after coordinating troubleshooting effort onsite to quickly resolve technical issues.• Saved multiple accounts following disputes about contracts by reinforcing value and creating pricing concessions that benefited client and Cox.• Expanded revenue from several large accounts by evaluating needs and providing solutions as trusted partner and business consultant.

Atlanta, Ga, Us

Directed call center operations with 18 agents, developing structure and managing performance plans and KPIs.