Rebecca Johns Email & Phone Number

Illinois, United States

Led a team of six through complex projects, setting clear objectives, facilitated collaboration on process improvements through development strategies, tracked progress, and ensured timely completion of action items to achieve project successAnalyzed and interpreted large, complete data sets, transforming raw data into actional insights and visualizations using statistical methodsDeveloped and maintained spreadsheets, charts, and dashboards to enhance visibility in risk management, supporting proactive loss mitigation strategies and effective data storageRecommend system, process and policy improvements with a focus on alignment with the digital team and assist with project implementation based on recommendations presentedEnsured optimal readiness for all implementations, technology, and process changes. Applied the Six Sigma DMAIC methodology to analyze the chat process and implemented a change strategy that achieved a 54% increase in customer satisfaction Achieved a 30% reduction in project completion time by streamlining operational workflowsUtilized Google G-Suite and data visualization tools (Tableau, Metrex, Qlik) for data analysis and process optimizationCreated engaging presentations and slides to present analytical observations and recommendations to various management levels, facilitation informed decisions-making across the organizationEstablish Key Performance Indicators (KPIs) to assess program effectiveness and business decisions, focusing on improving overall efficiency and effectiveness

Handled intricate complaints and sensitive requests with professionalism, ensuring compliance with company policiesManaged high-priority issues and case management tickets with the Network Repair Bureau, ensuring rapid customer resolutionsDelivered timely follow-ups with clear communication to customers, leading to a 30% reduction in resolution timeFostered strong relationships within the team to improve collaboration and achieve optimal resultsSupervised a team of 13 agents, fostering a supportive, high-performing environment that boosted team productivity by 35% through Agile frameworksLeveraged advanced skills in Google G-Suite and Microsoft Office to track results, monitor contact patterns, and draft actionable insights, which were presented to management and stakeholders, leading to improved decision-making and enhanced operational efficiencyCollaborated with cross-functional teams and leadership to identify and address gaps in systems and processes within the digital department, driving improvement in efficiencyIncreased customer satisfaction scores through the implementation of a new support ticket triage system

Held a short-term project role focused on addressing customers pain points with the trade-in program and 5G Home internet service set up, leveraging technical experience along with UiPath and data modelsAnalyzed large data reporting from stakeholder input, COO intake submissions, OTS outputs, and innovation pilot insights, PCA activity, and UiPath process, and then identify, filter, analyze, and collect CX ideas based on potential service gaps that warrant proactive treatment into an inventory. Eligibility Evaluation by accessing submissions using tools like Verint, Account Review, and UiPath Process Mining to create a prioritized list of use cases in Google Sheets, and incorporating key metrics (correlation reporting, centralized engineering, and average handle time)Partnered with the Design Team on developing technology requirements from proof of concept to production in phases.Collaborated closely with the Delivery Team to analyze root causes of technical issues, identify trends that affect system performance, and develop UiPath/SOI flags as per the agreed sequenceFacilitated hypothesis testing during the proof of concept phase for smooth handoff to implementationContinuously monitor root-cause patterns and customer service KPIs, providing updates to stakeholders, SPOC, and SMEs for a matrix RCA initiative

Partnered with cross-functional management to monitor the performance of representatives in the Prepaid Department, conduct audits, and identify process improvement opportunitiesDefined current and new requirements to align with business objectives, developed and groomed detailed JIRA user stories, and worked closely with Principal Engineer teams to prepare backlog for upcoming sprintsApplied project management methodologies to update business processes for high-priority projects, such as the Bluegrass Cellular migration to transition 11,000+ customers to the new platform and the preferred name/pronoun to implement system changes to ensure timely updates and minimal disruptionImplemented advanced Tier 2 technical skills to support the electronic SIM Unlock Appeal Process and the migration of the troubleshooting representative guidance system, collaborating on optimal technical process improvementsCreated engaging presentations, infographics, and system designs using Adobe Creative Suite to improve stakeholder communication, and collaborated with partners, including GTC, Marketing, and Learning and Development teams, on communication materials and training resourcesLed focus group sessions to gather insights and feedback, creating action plans to address gaps in systems and employee engagementExamined and assessed operational issues, identified best practices, and implemented processes and procedures to ensure efficient and effective management operationsEnsured optimal readiness for all implementations, technology, and process changes, resulting in smoother transitions and enhanced operational efficiency

Engage with multiple customers simultaneously through chat to address tier 2 technical issues (such as hardware, software, applications, networks, and devices) while utilizing various systems and tools to deliver prompt resolutionsDelivered technical expertise through advanced skills in device troubleshooting and network provisioning. Employed deductive reasoning techniques and effectively utilized business systems to improve the overall customer experienceEnhanced employee engagement, morale, and performance through strategy development and contests, presenting results to leadership via Google Deck, which fostered a positive workplace culture and improved team collaboration

Demonstrated professionalism and determination in addressing customer needs through effective written communication via email and business letters using the Workflow Manager database, while leading efforts to achieve high performance metrics targetsCollaborated closely with the department’s communication analyst to maintain accurate and relevant information on the web page, resulting in improved user engagement and a more streamlined access to essential resourcesSelected as one of ten representatives to join the inaugural team to pilot the chat platform for six months, assisted in planning and managing chat volume and system operations to align with business goals and technological solutions aimed at enhancing customer satisfaction and contact ratesDeveloped training materials with stakeholders and the Learning & Development team, tracked completion rates, and collaborated on the launch plan for the Chat department, starting with 150 representatives and expanding nationwide within six monthsCreated rotational contests, promoted new launches, and monitored project success using Microsoft Office, presenting results to management, which led to increased engagement and improvement in project outcomes

Responded to billing inquiries and provided smartphone and tier 1 troubleshooting, effectively handling escalations and contributing to increased sales revenueServed as a Subject Matter Expert (SME) on the NEE team, mentoring new employees in their roles as customer service representativesParticipated in the Volume Reduction Team, brainstorming and executing strategies to decrease call handling time. Tracked success metrics at individual, team, and center levels, presenting findings to the call center directorDesigned and launched artistic projects for new promotions and internal contests, enhancing team engagement and customer interest

Responded to billing inquiries and provided basic phone troubleshooting, consistently increasing sales revenue and exceeding customer expectations by anticipating needs.Listened attentively to customer concerns, demonstrating empathy and building rapport to enhance the overall experience.Assisted customers through negotiation and developed tailored solutions to ensure satisfaction.Regularly received commendations from management and customers for delivering high levels of customer service.Helped train and mentor new associates, redesigning training manuals to incorporate new processes for existing staff.Manually selected by leadership to join the Volume Reduction Team, showcasing call handling skills and discussing strategies to decrease call handling time at the departmental level.Chosen by the Call Center Director to create artistic projects and design materials featuring encouraging phrases, new promotions, and internal contests.

Master, Business Administration

Operations Management

Bachelor Of Business Administration - Bba, Project Management