Kevin Johnson Email & Phone Number

Leesburg, 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

Plantation, 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

Washington, District Of Columbia, Us

Delivering 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

March, 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.

Eagan, 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

Eagan, 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.

Troy, 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%

Atlanta, 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