Joanna Redding Email & Phone Number

Tallahassee, Florida, United States

Tallahassee, Florida Area

North Highland is a global management consulting firm known for helping clients solve their most complex challenges related to customer experience, performance improvement, technology & digital, and transformation. We add value and support our clients across the full spectrum of consulting, from strategy through delivery. We bring the big ideas, then we.

Central Florida Area

Entrepreneurial consultant, providing support to start-ups in a COO capacity. Focused on creating business plan structure, developing financial projections and providing strategic direction for financial/investor pursuits.

Overland Park, Kansas

• Over 25 years of Senior Operational Leadership in Customer Experience, Vendor Management and Operations Management roles. Known for agile approach to intense, results-driven environments. Multiple operational.
• Led effort to improve vendor contract effectiveness for a large telecommunications organization with substantial impact to organization’s bottom line through vendor negotiations, elimination of low value service and.
• Developed and implemented accountability model for a $45M vendor contract. Designed scorecard with key milestones and objectives, set targets, created processes and communication plan necessary to set strategic.
• Led process improvement effort for Fortune 500 company call center. Improved standard practice of accepting vendor’s measures of their own success by customizing a scorecard with metrics designed to hold vendors.
• Realigned retention call center program goals and metrics to meet organizational customer retention objectives, resulting in generation of an additional $368M in net income over 2 years.
• Led the development of IT automation to share client information across business units, driving $24M in cost savings over a 3 year period, through a reduction in transactions and lower handle time.

Overland Park, KS

• Led a team of 8 professionals with responsibilities for events, sponsorships, competitive response programs, grassroots and guerilla marketing initiatives in 18 states within the local franchise. Directly managed a $2M.
• Developed and led a senior executive governance program that partnered the 13 key enterprise executives with each of the local markets.
• Aligned local market objectives with quarterly executive presentation that included ops and issues reviews as SWOT analysis for each market. Addressed national campaigns and market selections for lead marketing offers.
• Drove traffic/promoted the brand. Assured major presence at key market events with a 'promotions focus' on under-penetrated markets with heavy-up advertising.
• Managed $2M local marketing efforts and influenced a multi-million dollar national marketing budget penetrating 18 states.
• Nominated by team members and won President’s award for attitude; 75th winner out of 18,000 employees over five years.

• Defined and developed new reports, processes, and controls to manage the growing data product portfolio for the local telephone division of Sprint. Managed 3 professionals with responsibilities for data mining, report.
• Developed reporting for agent-level performance results, improved sales results by over 50%
• Reduced customer product churn 20% with Save Desk offer strategy through leadership of Churn Reduction Task Force.
• Gained more than $1M in cost savings with process improvements in promotional fulfillment processes.