Helene Johnson Email & Phone Number

United States

• Management of multiple projects (both telephone and face to face) from estimating and set up stage to the data delivery stage; projects are often quick turnaround, with very tight delivery deadlines for US and multi-country studies. Adapted to different time zones to ensure continuous progress of project. • Cost estimating for market research projects, involving liaising with sample vendors and data collection vendors to obtain project costs, feasibility and provide recommendations for executing the project. • Communication with multiple departments to ensure that each of them completes their tasks within the timelines allowed; often requires intervention to ensure that other departments are communicating effectively. • Perform editing and proof-reading of project scripts, questionnaires and other project materials to ensure that they are clear, concise and error free. • Troubleshooting of project delays and roadblocks during the fielding stage to resolve issues and to ensure project timelines are met. • Led initiatives to enhance department procedures by creating training documents and quality tracking forms for both telephone and face to face work.

• Scheduled all project work with internal/external project placement.o 400+ projects per yearo Over 450mill revenue per yearo 300K hours per year• Managed NA Call center weekly calls to ensure continuity of work and ability to meet client demands in delivery.• Troubleshooting and negotiated scheduling conflicts and deadlines with client service.• Project scheduling and rotation of work geared to manage.o Talent capabilities among multiple call centers in the US and Canadao Optimize target utilization demands• Responsible for monthly reporting entries, final phone specs, completed info and metrics info.• Yearly volume projections for budget planning.• Monthly metric reporting to include final budget vs. estimated.

• Overall management and training of 150 market research interviewers and 20 supervisors.• Overall management, administration, and daily operation of the call center.• Established best practice procedures and documentation for work flow and quality control at all levels.• Facility administration and staffing.• Oversaw all research projects, both B2B and consumer.