Katrina Johnson Email & Phone Number

Rockford, Il, Us

Greater Rockford Area

● Provided virtual expert consultation, customized skill development, and strategic guidance directly to Supervisors and the center leadership team.● Supported and enhanced remote training programs to promote employee development for frontline, senior managers, and directors.● Created communication to promote or support organizational initiatives or incentives. ● Project management experience in the areas of product launches, system changes and performance improvement.● Designed exceptional learning experiences both for virtual and in-person formats.● Effectively communicated direct/cross-functional peers and all levels of Leadership in a virtual environment.

● Observed live and recorded calls using Impact 360.● Created team incentives to drive culture and revenue.● Wrote performance improvement plans to help develop underperforming representatives. ● Created and facilitated Loyalty and Retention workshops● Coached direct reports to provide exceptional customer experiences.● Conducted skill drills and workshops in various departments to assess learning results and develop improvements in training/learning solutions. Leadership Development and Employee Onboarding. ● Interim senior manager assignment to manage a team of 115 frontline representatives and eight supervisors. ● Directed and influenced action planning, implementation, and execution on all KPI’s.● Updated schedules using WFM and Verint.● Conducted leader huddles/workshops to improve coaching skills & knowledge.● Managed employee performance including, the establishment of clear roles and responsibilities, setting clear objectives, assessing, and tracking performance, providing feedback and training.● Compliance with all company policies and processes including safety, attendance, performance, work rules, and code of conduct.● Delivered on all performance measures and continuously identifying new ways to improve team performance.● Coached Representatives to manage various complex call issues related to technical support, billing, customer retention and conflict resolution issues.

● Handled tech support and customer service calls with a strong focus on device-specific troubleshooting in addition to voice and data products.● Diagnosed issues and providing long-term solutions to customers.● Completed troubleshooting issues in hardware, software, applications, or devices.● Helped customers understand how to get the most out of our products and services.● Interacted with customers on the phone, chat session, or email.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor'S Degree, Management