Kevin Johnson Email and Phone Number
Kevin Johnson's Location
Albuquerque, New Mexico, United States, United States
Kevin Johnson's Contact Details
Kevin Johnson work email
- Valid
- Valid
- Valid
Kevin Johnson personal email
n/a
Kevin Johnson phone numbers
About Kevin Johnson
Experienced Senior Director of both Client Services and Operational Leadership with a demonstrated history of working in the outsourcing/offshoring industry. Strong business development professional skilled in Operations Management, Sales, Workforce Management, Contact Centers, and the Customer Experience.
Kevin Johnson's Current Company Details
Kevin Johnson Work Experience Details
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Sr. Director Of OperationsCall Center Power Jan 2023 - PresentLeesburg, Virginia, Us- Leveraged existing workforce to improve measurable productivity by six points within 60 days; sixteen total points in six months - Reduce program expenditures by 18% improving overall financial health across a multi-site delivery solution - Develop and implement strategic plans to drive operational excellence, financial contributions, and overal customer satisfaction - Reduced customer-facing processing times by 14% by deploying hybrid/remote workforce, streamlining customer workflow and response timeImplemented strategies to increase customer satisfaction and loyalty, resulting in a nine-point increase in CSAT - Develop and maintain operational policies and procedures to ensure compliance with applicable rules and regulations
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Senior Director, Client ServicesEverise Jul 2019 - Aug 2020Plantation, Florida, Us- Represented portfolio of clients as member of the Client Services team serving over 18,000 employees, creating superior customer experiences across millions of contacts every year. - Directed the day-to-day operations of the Client Services Department, overseeing a team of 10 account managers - Established and implemented effective customer service policies and procedures to ensure high quality service standards - Monitored customer service metrics, identified areas of improvement and implemented appropriate initiatives - Collaborated with other departments to ensure customer satisfaction and maximize customer retention - Conducted regular performance reviews and provided coaching and feedback to team members -
Senior Director, Client ServicesIbex | Global May 2015 - Jun 2019Washington, District Of Columbia, UsDelivering superior customer services for over 10 years, IBEX Global is a business process outsourcer offering an integrated suite of services that supports an expansive array of customer facing solutions. - Delivered superior customer services for over 16 years of focus on business process outsourcing - Managed individual portfolio of 3,000+ customer service professionals across multiple geos - Demonstrated ability to develop and implement effective strategies for budgeting, resource utilization, and cost reduction - Proven track record of developing and maintaining long-term client relationships - Knowledgeable in client needs analysis and determining the best service solutions - Managed client relationships and oversaw sales and operations teams to ensure customer needs were met - Developed creative solutions to resolve client issues and increase customer loyalty -
Consultant, Solutions DevelopmentConvergys May 2014 - Apr 2015March, 2014 Convergys acquired Stream (promotion) - Develop and implement solutions including new sales opportunities from concept to implementation on a global platform. - Lead complex strategy discussions including negotiations in both new and existing work orders to provide positive, win-win outcomes for client and organization. - Provide global staffing solutions to care for programs experiencing both organic growth or seasonal adjustments in headcount.
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Business DirectorStream Global Services Jan 2008 - May 2014Eagan, Mn, Us- Sponsored cost-reduction initiatives while improving service initiatives to expand and diversify financial returns, lowering operating costs - Increased revenue collected and profitability by improving contract terms, re- negotiating price points, increasing agent productivity. - Proven track record of developing and implementing effective business strategies, increased profits and efficiency - Experienced in researching, analyzing, and interpreting industry trends and customer requirements - Expertise in budgeting, forecasting, financial modeling, and performance management - Strong leadership and communication skills, with the ability to motivate teams to achieve maximum performance -
Sr. Operations Manager/ Director, Site OperationsStream Global Services Dec 2004 - Jan 2008Eagan, Mn, Us- Led teams within Operations, Training, Workforce and Quality to deliver the highest level of success. Introduced proprietary pilot program across all active internal sites boosting training throughput rates, nesting graduation rates, operational attrition and financial contributions.
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Sr. Program Manager/Site DirectorKelly 2002 - Sep 2004Troy, Michigan, Us- Coordinated and monitored daily workflow managing multiple accounts by providing inputs in decisions-making regarding employment, performance appraisal, training, development, and salary recommendations for over 400 employees - Directed a $1.75 million sales program consisting of 350 customer service associates as well as creating and maintaining cross-sell/up-sell training curriculum while increasing sales 250% -
Assistant Site DirectorSpherion 1995 - 2002Atlanta, Georgia, Us- Responsible for recruiting and training leadership team, assisted Senior Operations Managers in P&L review as well as budgeting and opportunities to maximize profitability. - Directed a $1.75 million sales program consisting of 350 customer service associates as well as creating and maintaining cross-sell/up-sell training curriculum while increasing sales 250% - Served as a resource to provide necessary information to resolve VIP, internal, and external customer inquiries as well as providing technical knowledge to associates with quality, timeliness, and personalized attention
Kevin Johnson Skills
Outsourcing
Leadership
Call Centers
Contact Centers
Vendor Management
Service Delivery
Customer Experience
Bpo
Sales
Workforce Management
Operations Management
Crm
Customer Satisfaction
Business Process Outsourcing
Team Management
Performance Management
Call Center Development
Call Center
Business Process Improvement
Offshoring
Nearshore
Transition Management
Kevin Johnson Education Details
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Indiana University Indianapolis
Frequently Asked Questions about Kevin Johnson
What company does Kevin Johnson work for?
Kevin Johnson works for Call Center Power
What is Kevin Johnson's role at the current company?
Kevin Johnson's current role is Sr. Director, Client Services & Operational Leadership.
What is Kevin Johnson's email address?
Kevin Johnson's email address is ke****@****bal.com
What is Kevin Johnson's direct phone number?
Kevin Johnson's direct phone number is (781)-304*****
What schools did Kevin Johnson attend?
Kevin Johnson attended Indiana University Indianapolis.
What skills is Kevin Johnson known for?
Kevin Johnson has skills like Outsourcing, Leadership, Call Centers, Contact Centers, Vendor Management, Service Delivery, Customer Experience, Bpo, Sales, Workforce Management, Operations Management, Crm.
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