David Johnson Email & Phone Number

- Owned/managed the relationship between Circuit City and two call center vendors supporting two lines of business.- Managed multiple vendor action plans to drive performance in quality assurance and average handle time to improve customer experience while reducing cost.- Validated and paid vendor invoices, while ensuring that vendors complied with all contract requirements.- Managed vendor staffing plans and operational strategies to accommodate call arrival patterns during peak and non-peak seasons, including a seasonal ramp of ~345 associates at vendor locations – both onshore and off.

- Developed long-range plans to achieve objectives for the contact center that provide an optimal balance of cost, growth, risk and efficiency.- Conducted research in a number of areas including organizational effectiveness, capacity utilization, and cost containment, as well as the development of strategic direction for achievement and implementation.- Developed and implemented contact center sourcing strategies.- Managed the launch of additional contact center vendors, including the development and execution of project plans through operational transition.- Worked closely with business leaders to develop and implement strategic initiatives and partnerships resulting in increased profitability and/or an enhanced customer experience.

- Managed contact center readiness for technical and business initiatives.- Provided customer satisfaction analytical support, weekly and monthly, using raw survey data, as well as trend analysis to contact center management.- Engaged business partners to determine potential contacts, forecast volume and staffing requirements, identified training needs, developed plans to reduce and resolve contacts and provided timely communications to the contact centers regarding upcoming initiatives.- Developed and implemented process improvements for the contact centers.- Served as a call center point of contact for new initiatives, focusing on call center success factors.

- Supervised all call center functions within the Escalated Retail Customer Support organization.- Managed, coached and developed between 15 and 25 associates during peak and non-peak seasons.- Reported team and individual statistics to associates and call center management.- Acted as an escalation source and liaison between associates, business partners, and call center management.- Assisted in scheduling to ensure adequate phone coverage through peak season intervals.

- Assisted stores in resolving space planning, inventory, marketing, etc. issues by consulting with multiple business partners to maximize the customer experience. Owned/managed upwards of 100 cases concurrently.- Managed the issue resolution process for several Grand Opening/Relocating (GO/RELO) locations by working as a liaison between Store Services and corporate business partners to ensure a successful launch.- Traveled to a number of GO/RELO stores to assist in soft and grand opening preparation.

- Managed order process for the implementation of complex telecommunication services for (+80) National/International commercial accounts.- Served as a quality assurance contact to support customer implementation orders for Frame Relay, Digital Data Services, Internet and 800 services, as well as inbound/outbound voice services.- Executed project plans through documentation and monitoring timeframes for critical project milestones.- Escalated orders to Worldcom’s Provisioning group, as well as an Order Management group to guarantee accurate and timely completion, ensuring internal and external customer satisfaction.

Master Of Business Administration - Mba, General Studies

Bba, Business Management, Human Resources