Lorie Johnson Email & Phone Number

In my previous role, I led a BPO and customer contact services center, managing voice and non-voice operations. I directed strategic initiatives across customer service, collections, workforce management, quality assurance, and client relationships. Highlights include driving process improvements, reducing costs, and enhancing client satisfaction. I managed client contracts, developed RFPs, and provided monthly forecasts. Additionally, I revamped the attendance policy, led leadership training programs, and optimized workflow processes for efficiency.Noteworthy Accomplishments:• Cultivated a high-performing workforce by developing and executing talent strategies focused on leadership training and performance management.• Seized emerging opportunities and mitigated potential threats by proactively adapting business strategies and operational plans.• Achieved a 20% reduction in operational costs through company P&L oversight, process optimization, and resource allocation.• Enhanced revenue growth and market expansion through strategic planning and decision-making with senior leadership.• Directed and mentored 50 leaders and 700 frontline associates to promote accountability, collaboration, and excellence.• Managed a $23.5M annual budget, payroll expenses, and cost of goods sold for a 750+ associate team.• Successfully instituted and executed a company-wide bonus plan to incentivize performance.• Exceeded client service level agreements and maintained a 95% customer satisfaction rating.• Elevated client retention and contributed to a 15% increase in contract renewal rates.

Fort Lauderdale, Fl, Us

In my prior role, I led operations and provided strategic direction for third-party and commercial payments, correspondence, and client reporting. Responsibilities included managing HR functions, coordinating training programs, and establishing a new payment applications department. I developed and enforced standard operating procedures for contract compliance and oversaw credit card chargebacks, debit reductions, and financial risk mitigation. Additionally, I managed relationships with payment and correspondence vendors, and played a pivotal role in designing, developing, and supporting the company’s new software suite.Noteworthy Accomplishments:• Achieved annual cost reductions through reorganization and process improvements.• Saved $750,000 annually by selecting and implementing a new credit card processor.• Applied a new convenience fee structure to offset processing fees and optimize revenue.• Guided the rapid growth of a new office by expanding the team to 120 full-time employees within 60 days.• Successfully transitioned positions offshore to the Philippines and India as well as saved $974,000 annually.• Introduced Money Gram as an alternative payment option to enhance payment channels and customer convenience.• Spearheaded client audits with a perfect 100% satisfaction rating to enhance company reputation and market standing.• Implemented 21 legacy systems to foster an innovative culture and technological advancement within the organization.• Conducted complaint handling processes for CFPB, Better Business Bureau, and Attorney General complaints in adherence to regulations throughout resolution.• Delivered focused training sessions to equip employees with essential skills for utilizing the 21 systems, resulting in heightened productivity and operational efficiency.

Business Administration And Management, General

Education record