Jj Johnson Email & Phone Number

Ann Arbor, Michigan, United States

• Manage a team of Contact Center Agents supporting automotive dealership service scheduling and sales campaigns Created development and goal setting initiatives for team. Enhance team performance by promoting a culture.
• Implemented process improvement reducing call handle time.
• Oversee all daily call center operations supporting over 30 automotive dealerships.
• Train and coach agents in relevant systems, processes and procedures to ensure the highest levels of customer satisfaction.
• Review and evaluate agent’s scheduling and communications to ensure established procedures are followed.

Plymouth, Michigan

• Managed a team of Customer Service Representatives servicing domestic and export sales with heavy telephone activity and customer interaction. Created development and goal setting initiatives for team. Handle escalated.
• Successfully built customer service team for transition to new geographical location. New team assumed roles and responsibilities in minimal time with no impact to business operations.
• Managed design, testing and implementation of ACD system for new facility.
• Coordinate with overseas plants/business units for ordering of product and order management to meet customer requirements.
• Increased customer scorecard rating from 40% to 90%.

Ann Arbor, MI

• Manage, lead and prioritize the activities and workload of high performance teams tasked with providing technical assistance and support of ADP’s hosted environments.
• Developed service delivery models, processes and procedures to ensure that service level objectives were met or exceeded. o Achieved average SLA adherence of 95.16%. o NPS average of 93.39%. o 24x7 IT call center.
• Managed and developed associates. o Built, managed and maintained multiple high-performance teams through team building, career development, training and mentoring. o 4.82/5.0 rating on leadership survey.
• Collaborative focus to improve customer support operations, effect positive change and drive quality.
• Drove department’s KPI to ensure 99.992% system availability. o 100% case acceptance within 30 minutes for priority 1 cases.
• Supported Identity & Access Management and server, application and file share access for 100+ products. o Logical Access for 10,000+ users.

Ann Arbor, MI

Msa, Administration

Bachelor Of Science - Bs, Computer Science