John Lantz Email & Phone Number

Raleigh, Nc, Us

On Location is dedicated to curating premium live event experiences with the goal of creating memories that will last a lifetime for our guests. With over two decades of experience, On Location has redefined luxury hospitality with unsurpassed access, trusted VIP service, and expertise in event planning, travel, hospitality, and corporate ticket sales, providing seamless convenience, comfort, and elevated entertainment for both personal and corporate clients.

New York, Ny, Us

Executive Director – CHASE Travel now the 4th largest travel provider in the US. I lead the Global Call Center Operations team Supporting 7 Locations both domestic and International Supporting a Team to include Site VP’s, Account Managers, and Team Leaders that support 2000 Travel Advisors, supporting high end travel accommodations for rewards members for some the largest financial institutions in the country. Duties include operational oversite of PNL, KPI Development, Multi Location Oversight, Staffing and SVL Management, Leadership Development, Executive Escalation Point, Product Development, Employee Engagement and satisfaction initiatives and Net Promoter Score measurements.  Lead multi-site, multi county organization with span and control of 2000+ employees. I have Built a culture of innovation, and business ownership and individual accountability. Apply Global Perspective in driving direction and decision making for the team. I am an Influential business leader that Advises and provides a global perspective to influence business leaders and executives on key business decisions and change initiatives. I execute on a disciplined approach to expense management and have extensive PNL management, experience leading budgets of 30M+ Built a client obsessive culture, focused on delivery personal interactions that build brand loyalty and repeat business with a 50%+ improvement QOQ.  Developed New Incentive Structure for the Travel Leisure Space to support current initiatives and drive customer experience.  I am a Champion of business transformation working directly with Product Development and IT on initiatives that drove process improvements and innovation by simplifying the business processes.

New York, Ny, Us

Leader in a global travel industry and 4th largest travel provider in the US. I lead and support Operations Managers, Team Leaders that support an agent staff of 500+ providing high end travel accommodations servicing for rewards members for some the largest financial institutions in the country. Duties include operational oversite, SVL management, process improvement, staff and leader development, executive escalation point, delivering on employee engagement and satisfaction initiatives, KPI attainment, P&L management, customer satisfaction surveys and Net Promoter Score measurements. ● Successful transition / Acquisition 300 employees to CHASE Travel and onboarding 300+ additional staff. ● Overseeing a 1M facilities / call center site refresh/overhaul. ● Transitioned 300 employees from site to work from home in 48hrs.● successfully launched and Staffed AirCanada (travel) and Verizon (gift card).

Basking Ridge, Nj, Us

Developing a team of next level thinkers to execute on Verizon’s 2.0 level up transformation strategy for 2019-2020. Team’s core function is to reduce client and employee effort by solving or improving processes and people through system automation, robotics and change management. These initiatives are directly tied to improving and transforming targeted teams for the future to reduce cost to the business, achieve KPI targets and exceed revenue targets. ● Lead CE Journey Mapping, Automation and Advanced Robotics- projected savings of $11.5M● Service Level and staff redesign for Call Center reducing expenditures by 5.5 million by 2020. ● B2B Transformation National Initiative – Improved account space efficiency by 22% and $13.5M● Communication and tracking of Employee Experience 2.0 Initiatives to include career progression, job emersion, continuing education and specialized job certifications. ● Implementation of 3rd party partnerships and on boarding – Training, SVL, FTL, Contract Management

Basking Ridge, Nj, Us

Develop, motivate, and hold accountable a service account management team to include leaders and frontline employees responsible for improving and maintaining superior customer service for accounts totaling over 700M in revenue. Duties include new account onboarding, exiting and new contract implementation/oversight, direct client relationships, quarterly and monthly bill reviews, escalation mediation and resolution, contract negotiation, partner with sales on account planning and growth. ● Business Transformation Initiative – Improved account space efficiency by 17% and $5.1M ● Customer Retention Improvements YOY of +10% YOY, increasing account revenue by 34M.● YOY Improved Customer Satisfaction with best-in-class NPS of 88% measuring client satisfaction. ● Employee Experience – Employee Satisfaction Surveys up 12% YOY with leadership approval rating of 86%

Basking Ridge, Nj, Us

Leader of a global contact center managing sr. and frontline leaders with a support staff of 500+ to include online web chat, Fulfillment, and operations teams. Duties include SVL management, FTL modeling, Staff and leader development, executive escalation point, delivering on employee engagement and satisfaction initiatives, KPI attainment, P&L management, customer satisfaction measure by NPS. ● 10% YOY or 104% to forecast with industry leading results for Net Promoter Score (NPS) ● Employee Experience – 110% to forecast recruiting and hiring 285 employees, 14% retention efforts, with 9% daily avg absenteeism best in class amongst our sister centers. ● Cost Reduction of 4.3M in unnecessary expenditures – Lean Six Sigma Process improvements● 80 Second improvement in AHT to meet Forecasted SVL Requirements 80% (3.5M in annual savings/50FTE)

Basking Ridge, Nj, Us

Basking Ridge, Nj, Us

Basking Ridge, Nj, Us

Bachelor Of Applied Science (Basc), Business Management

Aas, Law Enforcement