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At Abbott, our team is dedicated to enhancing end user experiences, particularly in the technology sector where every interaction is crucial. By focusing on internal support experience management, customer relationship management, and user experience design, we aim to provide exceptional support to our business partners and create meaningful customer engagements. Our mission is to achieve innovative experience and operational excellence designs that truly resonate with users.Drawing on my expertise in customer experience management, I strive to create a seamless interface between technology and user satisfaction. This commitment to service excellence not only guides our strategic direction but also empowers our IT Support Teams to consistently exceed expectations. Through collaboration and a deep understanding of customer needs, we drive significant advancements in technology experiences.
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Director, End User Experience ManagementAbbott Aug 2018 - PresentAbbott Park, Illinois, UsFocus on leading and directing resources and services within the Global Service Desk and across all our Business Technology Services organization to strengthen business partner support experiences. Bring a deep passion, understanding and commitment to providing excellent customer service, operational solutions, and experience design and development.
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Chief InspirerInfinite Green Mar 2017 - Aug 2018Ramsey, Minnesota, UsAs Chief Inspirer, I focused on providing clients strategic design, delivery and sustainable learning and training programs centered on associate execution and delivery of meaningful customer experiences. -
Director, Sales EnablementUniversal Hospital Services Nov 2015 - Jan 2017Minneapolis, Mn, UsProvided the sales organization with the training and tools to help sales people sell more effectively. Led recruitment strategies, on-boarding, training, best practices in sales process and content management. Enhanced sales team through partnership with additional internal teams. Designed, built, implemented and refined field sales training curriculum. Supervised fourteen field-based sales trainers. Coordinated implementation of Challenger™ selling model. Created strategic, ongoing processes. Oversaw integration and application of Challenger™ to drive new sales growth and application within organization. Established sales recruitment initial screening and assessment process to determine candidates. -
Director, Customer Care System Integration & TrainingUniversal Hospital Services Oct 2010 - Nov 2015Minneapolis, Mn, UsDeveloped and managed learning and development strategies, identifying training needs and providing solutions through blended e-learning, instructor led, facilitation, coaching, and measuring training effectiveness. Initiated learning management system integration. Created ongoing employee education strategy for organization. Partnered with teams providing training standards knowledge, resources, and tools to assist with launching training initiatives. Managed technology implementation, integration, and enhancement. Aligned technology outputs with strategic business objectives, including revenue growth and profitability through collaboration with key stakeholders. Served as project director for deployment of three enterprise application solutions in areas of work order management, equipment tracking, and mobile delivery processing utilized by 2,500 employees. Implemented user-centered design methodology including collaborating with developers. Managed development of proprietary online ordering system. Established methodology capturing user enhancement requests. Directed team of support administrators responsible for end user support. Recognized as advocate for application user communities. Worked with other teams to prioritize and deliver ongoing application enhancements to correspond with changing business strategies.
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Director, Is Support And DispatchUniversal Hospital Services Jan 2005 - Oct 2010Minneapolis, Mn, UsLed service desk operations managing support team through assignment, monitoring, and prioritizing work of support analysts responsible for end user-technical support. Defined requirements for existing customer service systems and worked with technology partners to implement new systems and enhance existing systems, including CRM, inbound and outbound calling, and email management. Directed call center operations determining call center operational strategy by conducting needs assessment, partner reviews, and cost/benefit analysis. Established program requirements, technical specifications, and quality and customer service standards for consolidation of 80 individual locations into consolidated environment. Implemented metrics-based performance review.
Amy Johnson Skills
Amy Johnson Education Details
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St. Catherine UniversityElementary Education
Frequently Asked Questions about Amy Johnson
What company does Amy Johnson work for?
Amy Johnson works for Abbott
What is Amy Johnson's role at the current company?
Amy Johnson's current role is Director @ Abbott | Customer Experience Management.
What is Amy Johnson's email address?
Amy Johnson's email address is al****@****uhs.com
What is Amy Johnson's direct phone number?
Amy Johnson's direct phone number is +161222*****
What schools did Amy Johnson attend?
Amy Johnson attended St. Catherine University.
What are some of Amy Johnson's interests?
Amy Johnson has interest in Children, Charity Events And Milestone Parties, Graduations, Also Use This Skill Professionally, Although Not Part Of My Assigned Duties, Planning Weddings.
What skills is Amy Johnson known for?
Amy Johnson has skills like Leadership, Training, Process Improvement, Team Building, Customer Service, Software Documentation, Strategic Planning, Program Management, Cross Functional Team Leadership, Management, Healthcare, Troubleshooting.
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