Gary Johnson Email & Phone Number

Waterville, Me, Us

Waterville, Maine, United States

Operational Excellence:-Drove a $20 million revenue growth and consistently exceeded sales targets through strategic operational enhancements -Delivered a 29% reduction in operational inefficiencies by addressing process gaps and risks, significantly improving overall productivity. -Identified and mitigated potential risks related to customer supply operations, ensuring seamless service delivery. Client Relationship Management: -Built and nurtured client relationships to identify business opportunities and fostered strong partnerships.-Served as the primary point of contact for key clients, managing relationships to ensure satisfaction and loyalty. -Ensured compliance with contract negotiation agreements and quality assurance standards, maintaining high service quality. Performance Monitoring: -Established and monitored key performance metrics and benchmarks to track progress, measure success, and identify areas for improvement across all business functions and initiatives. -Implemented real-time performance dashboards, improving decision-making speed and reducing downtime by 15%. Strategic Initiatives: -Developed and executed a strategic vision and roadmap for partner service delivery, aligning with PartnerHero's overall business objectives and key performance indicators (KPIs). -Led initiatives to improve customer feedback processes, enhancing overall service ratings from 4.2 to 4.8 stars. -Implemented proactive customer service strategies to reduce escalations by 40% and improve first contact resolution rates by 20%.

Experienced Client Executive/Sr BPO Operations Manager (iQor, Sutherland, Alorica) with a proven track record of driving success in managing client relationships and exceeding revenue targets. BPO Strategic Leadership:-Collaborate with cross-functional teams to align partner service delivery strategies with corporate goals, contributing to a 15% increase in overall company revenue. -Engage with Executives and VPs to drive initiatives that contribute to overall company growth and success. BPO Contact Center Operations:-Oversee all aspects of Onshore and offshore contact center operations, including inbound and outbound call management, email and chat support, and back-office functions, to ensure high-quality service delivery and customer satisfaction. Performance Management:-Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs). Streamline partner service operations to reduce response times by 30% and improve query handling capabilities by 40%. Team Leadership:-Foster a high-performance culture, providing mentorship and guidance to ensure the team meets and exceeds their goals.-Fostering a culture of excellence, accountability, and continuous learning and development. Cross-Functional Collaboration:-Collaborate closely with other departments and stakeholders, including sales, marketing, product development, and IT, to drive alignment, share best practices, and ensure a seamless customer experience across all touchpoints. Compliance and Quality Assurance:-Ensure compliance with all relevant regulations, standards, and company policies, as well as adherence to T-Mobile's quality assurance processes and standards, to maintain the highest levels of service quality and integrity

Maine, United States

Senior Business Analyst Manager with a proven track record with operational efficiency through data-driven insights Passionate about leveraging analytics to drive organizational success.BPO Strategic Leadership:-Develop and execute a strategic vision and roadmap for partner service delivery, aligning with T-Mobiles overall business objectives and key performance indicators (KPIs). -Achieved an average Net Promoter Score (NPS) of 85, surpassing industry standards by 10 points. Data Analysis:-Lead a team of analysts in conducting comprehensive data analysis and modeling to identify trends, patterns, and insights that inform business strategy, drive operational efficiency, and optimize performance. -Improved data-driven decision-making, resulting in a 25% increase in performance metrics accuracy. Performance Monitoring-Establish and monitor key performance metrics and benchmarks to track progress, measure success, and identify areas for improvement across all business functions and initiatives. -Implemented real-time performance dashboards, reducing downtime by 15% and improving response times by 30%. Cross-Functional Collaboration:-Collaborate closely with other departments and stakeholders, including sales, marketing, finance, and IT, to understand business requirements, prioritize analytics initiatives, and deliver actionable insights that drive business results. -Enhanced cross-functional projects, resulting in a 20% reduction in operational costs and a 15% increase in service delivery efficiency. BPO Data Governance:-Develop and implement data governance policies, processes, and standards to ensure the integrity, security, and accuracy of data assets, as well as compliance with regulatory requirements and industry best practices. Stakeholder Communication:-Communicate findings, recommendations, and insights effectively to stakeholders at all levels of the organization through clear and compelling presentations, reports, and visualizations.

Dedicated Call Center Supervisor with a proven track record of leading high-performing teams and delivering exceptional customer service. Passionate about coaching and mentoring team members to achieve their full potential while exceeding operational goals.-Over 5 years of experience in call center management, overseeing teams of 20 representatives, and achieving 26% improvement in customer satisfaction and service level agreements (SLAs).-Team Leadership: Provided leadership and direction to a team of 25 call center representatives, fostering a positive and supportive work environment conducive to personal and professional growth, resulting in a 43% increase in employee engagement.-Performance Monitoring: Established and monitored key performance indicators (KPIs) and service level agreements (SLAs) to track team performance, identify areas for improvement, and drive continuous performance optimization, resulting in a 27% improvement in productivity.-Coaching and Development: Conducted regular coaching sessions and performance evaluations to assess agent proficiency and provide constructive feedback for improvement, resulting in a 16% increase in first-call resolution rates and a 230 Second decrease in call handle time.-Process Improvement: Implemented process improvement initiatives that led to a 6% reduction in customer wait times and a 12% increase in overall operational efficiency, resulting in improved customer satisfaction scores and reduced customer churn.

Conferred with customers by telephone or in-person to provide product or serviceinformation.Responded to telephone inquiries and complaints following standardoperating procedures.Addressed customers courteously using suitable methods andproblem-solving skills.Resolved escalated customer issues quickly and efficiently whileadhering to company policy.Provided excellent customer service by responding to inquiries andresolving complaints in a timely manner.Assisted with mentoring new employees during and after training.Displayed strong organizational skills while managing multiple projects simultaneously.Analyzed call center metrics such as average handle time and first contact resolution rate.