Michael L. Johnson, Sr. Email & Phone Number

New York, NY, US

New Jersey, United States

• Responsible for leading a national team of 4 direct reports, 1200+ Service vendors, and over 1.5K technicians, successfully the operations for the multi-billion-dollar consumer electronics, information technology, and.
• Increased Network readiness to 99.8% by establishing relationships, resulting in growing the service network by 15%
• Improved Customer Service NPS, by 45%, by developing and implementing strategies that reduced and improved service time by 27%
• Designed and implemented “brand loyalty” strategies to Service Network, which improved DSAT by 30%
• Designed and launched flagship ASC Service Symposium focused on promoting proven best practices, generating customer growth, and driving NPS, which yielded a 13% increase in performance 1H vs 2H
• Collaborate with senior leadership to develop and implement strategies focused on optimizing customer service, vendor relationship management, and business growth, establishing a foundation to improve the customer.

Greater New York City Area

• Leveraged expertise to provide consulting services concerning customer experience, business strategies, and productivity improvement, supporting organizational growth and success
• Provided the Human Capital company with strategic tools and training to enhance customer experience, improve productivity, and establish business-to-business initiatives and strategy
• Consulted with Unlimited Events and Marketing, providing direction and oversight for customer service and operations of various marketing events

New York City, NY & Mid-Hudson NY

• Oversaw the Customer Service Operations for 2 of the 5 NYC boroughs, leading a team of 33 direct reports, 650+ employees, and maintaining the $125M expense and capital budgets, driving growth, increasing revenue, and.
• Created and implemented an innovative business model, maintaining team alignment and consistency to achieve corporate goals and financial objectives
• Established Manager leads for Key Performance Indicator (KPIs) accountability, generating “Best in Class” results
• Developed an Operational support staff focused on performance management, KPIs tracking and results delivery, and ad hoc reports, driving organizational proficiency
• Implemented an innovative customer communication strategy, achieving amplified results of 14 NPS points, exceeding the corporate target
• Collaborated to develop various cost-saving strategies, resulting in a 13% reduction in expense and a 15% reduction in employee costs, totaling $0.5M in savings

Greater New York City Area

• Recognized to create and launch the flagship NYC FIOS, overseeing all aspects of management for the 500+ person customer service operation, including maintaining the $125M expense budget
• Oversaw the process of building and managing volume and cost forecasts, employee headcount, expenses, and training, ensuring continuous alignment with budget and timeline requirements
• Developed and executed communication supporting transformational change and alignment, successfully exceeding market sales by 25% as well as exceeding employee sales engagement goals by 200%
• Created and launched a strategy utilizing Net Promoter Score to tie customer feedback to growth, resulting in the achievement of the highest corporate customer experience ratings
• Implemented a strategic roadmap focused on driving employee engagement and sales revenue, achieving robust sales and exceeding goals by 500%
• Utilized OP Readiness Reviews to improve and enhance performance measures and establish best practices at the market level, generating a 17% increase in team performance on aggregate

Master Of Business Administration (Mba)

Bachelor Of Science (B.S.), Business Management And Economics