Carl Johnson Email & Phone Number

United Kingdom

Across SSCL Defense I am responsible for customer engagement strategy, tools and processes, including contact centre technology, website and portal delivery, mobile app delivery, knowledge management and omnichannel build, providing solutions to support over 300 thousand civil servants, 150 thousand serving personnel within the MoD and over 1 millions.

United Kingdom

Responsible for the vision, design and delivery of customer contact services and technology to 22 departments across the UK public sector. Delivering voice and non-voice services, customer experience automation and processes, and enhanced customer outcomes throughout SSCL. Working with internal and vendor teams to deliver and support chatbots, voice and.

Accountable for the design, delivery, training and management of multi-site, Shared Services contact centres, providing HR, payroll, recruitment, finance and accounting, and technical assistance to the public sector. Responsible for all customer contact channels, for the support and maintenance of end user facing Automation, Knowledge Management and Voice.

London, United Kingdom

Brought in to turn around an under performing multisite contact centre team I was accountable for sales, service and claims strategy and operational performance of multiple in-house, outsourced and 3rd party centres across Europe and Australia, ensuring appropriate performance, compliance, governance and organisational structures were put in place to meet.

Bexhill, UK

With a key accountability for driving improved customer experience throughout the retail division of Hastings Direct my responsibilities included improving people and process efficiencies throughout the contact centre, assessing and improving the customer journey throughout all online touch points, ensuring effective use of technology and supporting.

Melbourne, Australia

Accountable for the management of multi-site outsourced technical and billing support for Foxtels’ Australian customers delivered through 400+ FTE based in India, the Philippines and onshore. Leading the outsource support team I was brought into Foxtel to review and make recommendations around the outsource footprint, to deploy Net Promoter Score.

London, United Kingdom

Accountable for the planning and delivery of sales and customer service support for a leading electronics manufacturer throughout Europe and South America; responsible for contact centres totalling 850 agents and 32 languages based in seven locations throughout the globe. Reporting to the Senior Vice President I was responsible for the tactical direction.

London, United Kingdom

Responsible for the delivery of operational requirements and metrics while maintaining the profitability of the service to SITEL through the effective planning, coordination and execution of strategic, workforce and knowledge management. Working with the central European management team for Philips Consumer Electronics I was responsible and accountable for.

Melbourne, Australia

Responsible for the delivery of sales and customer service support for Vodafone Australia, I ensured the appropriate balance between quality and costs while accountable for driving process and cost improvements. Working directly with Vodafone, third party suppliers and logistic teams my staff supported consumers from purchase to tech-support, returns.