Colleen Johnson, Mba Email & Phone Number

Boise Metropolitan Area

• Developed and implemented Quality Assurance program for new company, Brightspeed. Quality Assurance support for several different Lines of Business (LOBs) across multiple vendors. Partnered with senior leadership to.
• Special project focused on billing interactions which lead to an updated bill, online self-serve options and reduced calls per month by ~4%.
• Transfer special study which reduced call transfers from an average of 4 times per interaction to 3 times per interaction which saved ~$30,000/month and ~90 minutes of talk time per week.

Boise Metropolitan Area

• Led development, deployment, and support of Lumen’s Speech Analytics platform and Quality Assurance support with 60 employee headcount within Consumer and Small Business Operations. Facilitated vendor relationship to.
• Maximized ~42 million minutes per month contract with Speech Analytics platform provider by having customer interactions ingested from 28 of internal and strategic partner sites each month.
• Saved ~20k calls and unnecessary transfers monthly.

Boise Metropolitan Area

• Partner with all lines of business, to ensure Legal compliance and procedural accuracy, while creating and updating policies for all AT&T, Cricket, DirecTV and U-verse customer service representatives including those.
• Led AT&T streaming project DTV NOW from inception to launch for the sales and retentions line of business.
• Own Retention offer management, including offer detail within internal system and matching competitor’s offers with AT&T offers to increase save percentage by ~8%.
• 24-hour turn-around on procedural creation, Legal verification, and updates.

Boise Metropolitan Area

• Leveraging data and root cause analysis to identify customer and business impacting scenarios.
• Used analytics and problem solving tools to identify and scale process gaps and recommend solutions for improvement
• Developed reporting and analytics tools to streamline data analysis
• Mentored leaders to improve skills in issue identification, problem solving and continuous improvement
• Worked collaboratively with front-line operations and corporate business units to improve business processes
• Managed cross-functional projects designed to improve business processes

Boise Metropolitan Area

• Trained new and upcoming leaders with Continuous Improvement Management System (CIMS).
• Traveled to sites within the company to assess progress and implementation of management system as well as provide growth opportunities to site leadership.
• Influencing executives, business owners and operational managers through various benefits, develop and implement strategy, execute on cultural and performance techniques to improve engagement and operational efficiency.
• Developed and updated training for use throughout the organization.
• Partnering with senior leadership to ensure the implementation of and performance improvements through the use of CIMS across DIRECTV Enterprise.
• Demonstrated driver of performance, building top performing sites with NPS and performance indicators.

Boise Metropolitan Area

• Led, trained, coached, developed, managed and assessed performance, motivated, recognized and rewarded up to 20 customer service representative (CSR), supported broad customer base including VIP and executive accounts.
• Selected by leadership as Project Manager for OOP Career Development Program
• Reduced OOP team handle time from 1400 to 700 seconds in two months
• Reduced AQ team call backs from 24% to 22% four months

Boise Metropolitan Area

Provided inspirational leadership and implemented innovative engagement strategies to motivate team of over 150 hourly sales and service associates to superior performance; interviewed, hired, updated and facilitated training and on-boarding.

Pocatello, Idaho Area

• Led, trained, coached, developed, managed and assessed performance, motivated, recognized and rewarded up to 30 customer service representatives; wrote and delivered bi-annual performance reviews for bonus and merit.
• Selected by leadership as Upgrade Team Manager for DIRECTV project supporting 15 Team Leaders and 225 CSR

Master'S Degree, Business Administration And Management, General

Bachelor Of Arts (B.A.), History