Marcel Johnson Email & Phone Number

Gilbert, Az, Us

Reduced SLA customer wait times by 15 minutes from Q4 2022 to Q1 2023. Increased Chat Response Percentage from 40% to 80% in 3 months.Established performance metrics to monitor progress towards organizational goals and objectives.Analyzed data from various sources to identify trends and make actionable recommendations for improvement.Spearheaded change initiatives to maximize efficiency and productivity.Initiated process improvements that increased operational efficiency by 40%.Successfully managed and developed a team of 8 managers, and 50 Resolution Specialists, demonstrating strong leadership skills.

United States

Tempe, Arizona, United States

Established key metrics for measuring the success of all sales initiatives.Created reports for senior management to analyze past, present, and future sales performance.Supervised daily operations within the Sales Department including hiring and training personnel.Monitored KPIs such as conversion rates, cost per lead, and average order value to evaluate operational efficiency and effectiveness.Identified process improvements that would increase productivity while reducing costs

Phoenix, Arizona Area

Strategically directed a team of 15 Debt Consultants, administering tailored coaching and mentorship to supervise and support consultant performance and development, while regularly reviewing and addressing performance trends to identify areas of strength or opportunities for improvement.Leveraged the use and monitoring of multiple metric reporting systems to provide consistent reports to stakeholders, ensuring alignment with stakeholder expectations and overall business health improvement.

Phoenix, Arizona Area

**An American for-profit institution of higher learning with more than 100 campuses worldwide offering more than 100 degree programs.Directed the daily operation of the entire Enrollment Division, supporting 275+ employees generating an annual revenue of more than $45M—solely responsible for the training, supervision and mentorship of 8 Enrollment Managers and over 250 Enrollment Representatives. Successfully grew the international team from 45 to 170 Enrollment Representatives—an overall workforce increase of 275%-- overseeing the hiring of 125 Enrollment Representatives and 12 Enrollment Managers over 2 years, increasing the sales revenue increase of over 200% within the same period.Designed a variety of sales and operational reports across all functions of business to analyze the overall performance of the college, identifying reports representing the most realistic indicator of enrollment performance and interpreting the data to ensure all sales and operations initiatives were executed.Leveraged metric analysis and cross-functional collaboration with other directors to develop and implement new strategies, initiatives and standard operating procedures that improved operational performance while anticipating market changes and sales volume fluctuations. Key in the development of an analytics-based staffing model providing leadership with the opportunity to view current and projected staffing ratios, providing management the ability to maintain proper staffing levels consistently.Administered and managed the organization of an internal website that detailed company policies, information and workflows, allowing quick and easy access to staffing information and trends.