Jen Johnson Email and Phone Number
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Jen Johnson is a Senior Vice President - Digital Transformation at Frontier Communications. She possess expertise in telecommunications, call center, voip, product management, customer satisfaction and 44 more skills. Colleagues describe her as "Jen is quite possibly the best call center director with whom I have ever worked. And I have worked with quite a few! She has done an amazing job of building and maintaining a motivated, high performance team despite having to overcome tremendous obstacles. Her center performs against deep-pocketed competition. She developed an excellent relationship with labor. She excels even when strategic decisions are mdae that hamstring her! She is a true talent!"
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Senior Vice President Digital Call Center TransformationFrontier Communications Jul 2022 - PresentDallas, Texas, UsTransformation of the Customer Experience and Call Centers applications leveraging Digital tools and channels, Artificial Intelligence (AI), and process optimization to improve quality, customer experience and operational efficiency.Oversight of Digital transformation within the IVA, using AI and Natural Language processing to drive routing efficiencies and improved self service. Movement of contacts from the IVA to the Chat channel with the creation of new Chatbot functionality for improved contact handling and self service capability. Alignment of Digital enablement from the IVA and Chatbot within the APP and .com channels for increased digital adoption across all Digital channels. Creation of Agent tools leveraging AI and MLL models to drive efficiency, accuracy and improved customer satisfaction.
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Vice President Customer ExperienceFrontier Communications Jan 2022 - Jul 2022Dallas, Texas, UsDocumentation of current Customer Journeys, identification of customer pain points and gaps in process causing customer effort, creation of future state journeys and cross functional collaboration to improve the customer experience in every process and customer touch. Pure simplification of the business and clear and proactive communication with our custromers.
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Senior Vice President Business TransformationFrontier Communications May 2018 - May 2022Dallas, Texas, UsIT Project management of Contact Center user tools, CRM application, bug fix and new development of feature capability in PEGA and internal systems and tools. Liaison between the business and IT to get projects managed and translated into impact
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Vice President Of Service AssuranceWindstream Enterprise Apr 2017 - Apr 2018Little Rock, Ar, UsExecutive Leadership for 24 x 7 multi-site Advanced Communications Center and Enterprise Repair Operations, supporting high revenue customers with complex solutions. Leadership of centers focused on Voice, Data, and Transport for Enterprise repair, Enterprise Elite NOC, and CSOC, Security Operations Centers. Key support for Managed Services, CPE, PBX, SD-WAN, uCaaS, Firewall, SEIM and DDOS.Implementation of a strategic vision with focus on consistent execution. Focused on Operational Excellence, and driving improved Customer Experience using new technology, data analysis, process improvement, and performance management.Partnership and collaboration with Enterprise Business Units for Service Delivery, Customer Care, Field Operations, Network Operations, Engineering and IT. Support for Sales, Marketing and Product teams to ensure strategic and tactical go to market plans align with the sales efforts, and provide a differentiated customer experience. -
Vice President Commercial Contact Centers & Digital MediaFrontier Communications Feb 2013 - Apr 2017Dallas, Texas, UsOversee National Commercial Call Center Operations, Operator Services and Direct Sales Support divisions. Day to day management includes; provisioning and sales support for Commercial Account Executives across multiple centers, managing operations across 8 online Commercial Call Centers, and continued oversight of multiple Directory Assistance and Operator Services centers. Provide strategic leadership to sales support and call center operations, inbound and outbound sales performance, the customer experience and driving revenue through value-added services.Responsible for Frontier's Online operations, e-commerce and online account management for all customer segments. Key focus areas include SEO, customer digital analytics, self-help content and online chat. Management of Frontier's presence on social media, including Facebook, Twitter, Google+ and LinkedIn. Responsible for digital content businesses including Frontier Games, Frontier-Yahoo! partnerships, and ad monetization.
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Avp Commercial Call CentersFrontier Communications Mar 2012 - Feb 2013Dallas, Texas, UsResponsible for day to day management of over 500 employees, across 8 Commercial Call Centers and 2 Directory and Operator Services centers. Provide strategic leadership to call center operations, inbound and outbound sales performance, customer experience and value-added services.
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Director, Customer OperationsFrontier Communications Sep 2007 - Mar 2012Dallas, Texas, UsOversee day to day operations and support of 3 National Commercial Call Centers, including a Work at Home Call Center program and National Operator Services and Directory Assistance centers. Support for vendor relations and outbound telemarketing programs. Managed Premier Technical Support center and launched Tier 1 support as a 2nd center for Technical Support of broadband customer base.
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Director, Customer Care Sales CenterFrontier Communications Jun 2004 - Sep 2007Dallas, Texas, UsManaged the sales and service call center for the Rochester division of Frontier/Citizens. This was a disciplined union environment, regulated by the NYS public service commission for call handling and a full service call center for our customers. 150 employees across business and residential services.
Jen Johnson Skills
Jen Johnson Education Details
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Medaille UniversityManagement And Operations -
Suny BrockportComputer Science
Frequently Asked Questions about Jen Johnson
What company does Jen Johnson work for?
Jen Johnson works for Frontier Communications
What is Jen Johnson's role at the current company?
Jen Johnson's current role is Senior Vice President - Digital Transformation.
What is Jen Johnson's email address?
Jen Johnson's email address is ro****@****net.net
What is Jen Johnson's direct phone number?
Jen Johnson's direct phone number is +158521*****
What schools did Jen Johnson attend?
Jen Johnson attended Medaille University, Suny Brockport.
What skills is Jen Johnson known for?
Jen Johnson has skills like Telecommunications, Call Center, Voip, Product Management, Customer Satisfaction, Telephony, Wireless, T1, Account Management, Program Management, Strategic Planning, Team Building.
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