Michael Johnson Email & Phone Number

Atlanta, Ga, Us

Paris, Fr

As Senior Director of Operations, I led a wide range of operational areas including Merchandise, Logistics, Fraud Prevention, and more, driving innovation and excellence at Louis Vuitton! � I spearheaded key projects like the development of our iconic 160,000 sq. ft. campus and a $40M HQ renovation in Irving, TX, managing over 80 vendors and ensuring top-notch execution and quality. � With a strong focus on strategic decision-making, I navigated complex challenges across technical, financial, and production domains while fostering new partnerships to enhance business operations. � I also directed major events like the Nike/LV Sneaker Launch and the LV NFT Drop, ensuring flawlessexecution for our top VIP clients. � My leadership in revamping technology tools and integrating the AI-driven Riskified fraud prevention tool resulted in a 7% decrease in fraud losses, a boost in client satisfaction, and helped achieve a landmark $1 billion in digital sales in 2022! �� #Leadership #OperationsExcellence #Innovation #StrategicPlanning #DigitalTransformation #ClientSatisfaction

Bentonville, Arkansas, Us

I spearheaded cross-functional teams to drive strategic growth by developing, monitoring, and adjusting strategies that aligned with key business objectives. � Partnering with stakeholders, I set ambitious goals and established policies to foster a positive workplace culture while ensuring alignment with senior management. � I led a 500-member call center and 6,000 support staff, managing a record-breaking 500,000 contacts during the pandemic, achieving a 4% increase in Customer Satisfaction (CSAT), and implementing a leadership development program that improved survey results by 13%. � I optimized operations by reducing costs per contact and call transfers, and enhancing overall efficiency, resulting in a 1.4% average cost reduction. �#LeadershipExcellence #StrategicGrowth #EcommerceSucces

Stamford, Connecticut, Us

In my role as Senior Director of Fraud Operations, I took the lead in creating a secure and resilient environment to minimize risk across the organization. I developed and rolled out loss prevention strategies, setting up comprehensive frameworks, policies, and workflows to guard against potential threats. My work involved evaluating and approving critical systems and tools for the launch of Spectrum Mobile, closely partnering with legal teams on contracts, and overseeing payments to vendors to ensure full compliance and financial integrity.I established rigorous fraud controls by defining thresholds, rules, and access limits that significantly boosted our capabilities in detecting and preventing fraudulent activities. My responsibilities included managing a $16 million site renovation project and setting business requirements for IT developments to support new product launches. To build a high-performing team, I recruited 150 in-house staff and 100 vendor-supplied personnel, creating tailored training programs that focused on agent development, quality standards, and productivity.I built a solid foundation for client support by developing key resources such as employee handbooks, operating procedures, and training materials for effective fraud management. We exceeded quarterly targets for fraud loss and service approvals, achieving a 2.4% improvement, even with a team that was new to fraud prevention. I fostered strong relationships with service leaders, ensuring our strategies for client support and fraud servicing met all service expectations.By offering strategic insights and collaborating with analytics and reporting teams, I facilitated clear communication of our performance and fraud control measures to executives, driving informed decision-making and aligning our actions with overall organizational objectives. ����#RiskMitigation #Leadership #OperationalExcellence

Charlotte, Nc, Us

During my role as a Fraud Operations Director/Group VP, I led fraud prevention and claims operations across Atlanta, Orlando, and Bangalore, protecting SunTrust clients from risks like identity theft, account takeovers, and elder abuse.�� I drove initiatives that enhanced customer experience, retention, employee development, and compliance, boosting service levels and efficiency. �I managed a team of 3 Senior Managers, 6 Leads, and 90 teammates, fostering growth and excellence through leadership development and strategic planning. � I optimized resources, reduced costs, and earned Global Service Quality Awards from Visa for Chargeback Effectiveness in 2016 and 2017. ��I implemented an Audit Readiness strategy, improving compliance and operational standards, while focusing on customer retention and satisfaction. � My experience spans Telecommunications, Finance, Consumer Goods, Risk Management,and Data Services, consistently driving innovation and performance. ��#FraudPrevention #Leadership #CustomerSuccess

New York City, Ny, Us

While working as a Sr. Manager of Credentialing Operations, I led the customer onboarding process, ensuring a seamless experience for North American clients by streamlining workflows and reducing bottlenecks. � I implemented performance objectives that aligned with organizational goals, driving continuous improvement and operational efficiency. ��I optimized processes, cutting credentialing service time from 144 hours to 79.2 hours within a quarter, enhancing productivity and accountability. ⏱️� I also spearheaded initiatives to boost employee engagement, increasing Employee Survey Scores from 31% to 43% in just one quarter. ��I ensured full compliance with Federal Trade Commission (FTC) audit recommendations within 30 days, maintaining high regulatory standards. ✅� Additionally, I exceeded budget projections by $19,000 in Q1 2014 through strategic cost management and innovative employee recognition programs. ��#OperationalExcellence #TeamLeadership #CustomerSuccess #Compliance # BudgetaryPerformance

Basking Ridge, Nj, Us

Responsible for all center operations, process design, implementation, budgetary efficiency and KPI design implementation and execution. *Managed 10 Direct and 150 indirect reports and 300 Vendor Personnel across 4 centers comprised of Managers, Supervisors, Consultants, Senior Fraud Investigators, support staff and Inbound/Outbound Call Service Representatives.*Developed and executed an “Accountability Culture” shift within the business that focuses on no excuse results and an overall sense dedicated to delivering a satisfying customer experience.*Added 21 cents to VZW EBITDA by reducing losses attributed to fraudulent service contracts and stolen equipment*Designed and implemented a “Success Coaching” model that resulted in a 10% increase in Net Promoter Scores and an improved overall customer experience.*Lead South Area system conversion team with development, testing and implementation of a Smart Fraud Detection System*Analyzed and detailed equipment control gaps, creating a high risk profile solution designed to mitigate fraud loss*Implemented KPIs to create metrics-driven culture, improving productivity by 18% post-engagement*Enhanced employee engagement, career advancement, skills enhancement and time management programs that resulted in reduced negative attrition

Basking Ridge, Nj, Us

I reported to the Associate Director of the Verizon Global Fraud Governance & Operations. Responsibilities included call center leadership, tactical planning, training, team productivity and accountability. • Transformed a underperforming team from worst to first• Leveraged internal partnerships in order to achieve mission critical objectives• Provided direction, coaching, motivation, discipline, training, mentoring, scheduling and recognition to all subordinates.• Designed and implemented “outcome based fraud servicing”, resulting in lower repeat calls, greater customer satisfaction and increased productivity. • Provided solutions to complex problems to upper leadership • Ensured that all of our messages from the leadership team were delivered consistently across all teams and channels.• Planned and executed the Fraud Work Flow Manager Realignment Project, resulted in greater accountability at the representative level. • Ensured that all operational procedures stayed in line with world class expectations

Basking Ridge, Nj, Us

I reported to the Associate Director of the Verizon Global Fraud Governance & Operations. Responsibilities included call center leadership, tactical planning, training, team productivity and accountability. • Transformed a underperforming team from worst to first• Leveraged internal partnerships in order to achieve mission critical objectives• Provided direction, coaching, motivation, discipline, training, mentoring, scheduling and recognition to all subordinates.• Designed and implemented “outcome based fraud servicing”, resulting in lower repeat calls, greater customer satisfaction and increased productivity. • Provided solutions to complex problems to upper leadership • Ensured that all of our messages from the leadership team were delivered consistently across all teams and channels.• Planned and executed the Fraud Work Flow Manager Realignment Project, resulted in greater accountability at the representative level. • Ensured that all operational procedures stayed in line with world class expectations