Jerry Johnson Email & Phone Number

HDI Certified Support Center Director with over 20 years experience and a reputation for creative problem solving, process improvement and dedication in servicing customers with hospitality. Highly organized and detail-oriented leader using differentiating capabilities to create value multipliers. Thriving in high paced environments managing multiple projects. Professionally trained, with a proven capability in coaching, staff development, goal setting, and performance evaluation. Experienced in managing large groups of various levels of support among diverse teams. Proven track record for building, developing and leading high performing teams.

Listed skills include Leadership, Collaborative Problem Solving, Trend Analysis, Teaching, and 25 others.

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  Total Case Manager

  Inspire Brands

  Jun 2004 - Present - Atlanta, Ga

  Responsible for leading all aspects of Service Desk functions including but not limited to TCM, Transition, Quality, Knowledge, Problem, MIM and Escalation. Lead collaboration efforts to develop the key metrics and best practices that align the TCM resources to departmental and business objectives. Focus on aligning IT services that embrace “Shift Left and Pull Left” activities through trend analysis to reduce cost in support. Design strategic plans around project implementation. Define Quality standards to ensure the highest levels of customer service is always provided. Identify gaps in support through trend analysis and make recommendations to improve knowledge management. Access current problems and lead remediation efforts. Focus on driving out root cause for escalations and use tactical planning to reduce expedites. Develop continuous improvement efforts around processes in order to reduce major incidents.