Barbara Johnson Email & Phone Number

Seattle, Wa, Us

Lead product vision, strategy, for Expedia's customer service. Focus on AI powered self-service experiences.• Conversational AI service experience inclusive of service automation and query - reduced human agents contacts by over 50% and saved over $xxxM in annual CoS. Intelligent agent handles all needs from simple to complex inclusive of multi-participant between traveler, EG and Supplier.• Transformed the Help Center FAQ experience into a serving hub that can predict and offer advice as well as next actions to complete the service interaction.• Introduced omni-channel servicing, giving a channel of choice experience when human agent servicing is required. Saved $XXM by enabling chat as a channel and asynchronous conversations reducing high-cost voice contacts by X%.

Seattle, Wa, Us

Led the product team and vision and strategy for service agent CRM. Launched CRM onto the new conversation platform to enable an omni-channel and multi-participant experience.

Seattle, Wa, Us

Business Division Leader, responsible for running the Filament Brands global OEM business including strategic planning, sales, product development, product management, demand planning and leading the cross functional team.• Increased revenue by 50% through cultivating Starbucks global business through unique product line development and targeting regional differentiation with over 240 product launches per year.• Increased per person productivity from by 40% through instituting stronger processes and creating efficiencies in product development and operations.

Responsible for driving successful business development of Filament Brands' private label division including the Starbucks account, the companies leading customer. Managed all aspects business including: project management, product development and management from conception through shipping of goods, cross functional team and client relations.

Seattle, Washington, Us

Responsibility for managing 67 of 127 customer accounts for merchandising including JC Penney, Macy’s Department Stores, QVC, Sears Holding (Kmart and Sears), Nordstrom, and Bon Ton Department Stores. Develop merchandise strategies for customers and product categories. Lead merchandiser for the Calvin Klein Brand for utility bedding.

Seattle, Washington, Us

Seattle, Washington, Us