Christina Johansen Email & Phone Number

United States

Illinois, United States

Northbrook, Illinois, United States

• Directs the Customer Service and Client Relations Department, ensuring excellent customer service and customer satisfaction to over 600 customers, maintaining a 93% Net Promoter Score.
• Strategically manages and measures team performance to develop, plan and execute departmental improvements while simplifying processes resulting in 99.3% order accuracy.
• Built a new Helpdesk Department to better serve our customers Service needs, handling 68% of their service repairs remotely with little to no interruption to their daily activities.
• Created and managed an “Above and Beyond” recognition program to recognize and honor stellar employee performance that boosts morale and encourages employee’s high-quality performance to customers.
• Developed and documented 43 Standard Operating Procedures within the Customer Service and Client Relations Department providing consistency and structure to employee projects, maintaining a high standard of quality to.
• Project lead, successfully migrating the organization from an Avaya PBX Telephony system to Mitel’s cloud-based VoIP Telephony system.

• Created service level standards focused on quality and issue resolution that transformed and improved our KPI reporting to better track performance within the Customer Service Department.
• Introduced monthly quality control reviews of the department's processing, resulting in identifying areas of improvement and training opportunities.
• Trained and transitioned Inbound Customer Service Department Representatives into Inside Account Managers to proactively manage specific Customer accounts.
• Awarded Genesis Technologies 2015 Performer of the Year.
• Earned a promotion to Customer Relations Director.

Chicago, Illinois, United States

• Managed client satisfaction with 128 different accounts and 242 contracts by cultivating client relationships and new opportunities, resulting in more than $100MM in annual revenue.
• Successfully renegotiated client contract terms to resolve issues and prevented contract termination by working in close collaboration to avoid a $2.7MM annual loss of revenue.
• Developed and implemented 26 procedures and department improvements where needed, to enhance efficiency and effectiveness to excel in our client services and expectations, both within the External Relations Department.

Chicago, Illinois, United States

• Optimized client interaction and cultivated meaningful relationships built on instant rapport which increased client satisfaction by 25%.
• Earned the 2012 Xerox Hustle Award for leadership, dedication, and professionalism within a large new client acquisition project.
• Awarded eight Xerox Premier Choice Awards for outstanding performance.

Utica, NY

• Administered and provided end-user support for multiple phone related systems utilized by the Customer Service Department, such as PBX (Phone System) Call Management (CMS), and Call Detail Reporting System.
• Documented associate job responsibilities and established formal operating policies and procedures.
• Provided initial and ongoing training to new and current employees to teach and maintain their knowledge of company policies, procedures, and job responsibilities.

Lombard, IL

• Tracked delinquent loan accounts for 6 Perkins Student Loan Program Universities.
• Counseled delinquent customers providing them with all necessary information to assist with resolving their accounts back to a current status.
• Processed a variety of deferments and forbearances, under the Perkins Student Loan Guidelines, to student loans, including all financial adjustments.
• Certified to Skip trace (track/locate) owners of delinquent and defaulted accounts, to continue collection efforts on their debt for repayment of their Student Loan.