Renate Johnson Email & Phone Number

Florence, Alabama Area

Reporting to VP of E-Commerce, and VP of Operations. Responsible for the hiring, workforce planning, budget, and performance of the call center operation; Supporting 235 store associates and their customers in addition to our E-commerce customers for Books-A-Million and 2ndandCharles through chat, phone, email, and social media. • Decreased expenses by 30% through continuous development and standardization of policies and procedures, resulting in customer interactions and tool usage efficiency. • Created card membership sales program utilizing lean principles resulting in 8% sales growth.• Provided root cause analysis to VP, resulting in website changes and an increase in conversion rates by 84%. • Developed an online help desk for customers and employees for self-serve purposes, reducing call volume.

Huntsville, Alabama Area

Accountable for operational, financial and program performance for a Customer Service, Sales, and Retention 900+seat Call Center • Led 150 + FTE's within call center made up of sales and retention employees, providing the first and second level of support to customers and eliminating barriers to a quality experience through competing priorities.• Surpassed key performance goals; sales 124% by creating a culture of managing continuous improvement, recognition, and creative solutions through operational challenges.• Exceeded 2016 net promoter scores (112%) through compliance and responsibility of quality customer interaction standards. • Hired and developed employees through coaching, motivation, and accountability to wow customer’s experience

Atlanta, Georgia

Oversaw offshore (Philippines), domestic (Atlanta), and near-shore (Ft. Lauderdale) vendor performance metrics, achieving sales and account goals for clients of Fortune 100 companies, including Healthcare organizations, and Government agencies.• Developed and implemented strategies that drove improvement in client performance and revenue in multiple e-commerce sales channels in a 24x7, 365-day call center operation. • Set strategic direction for sales and customer service across all channels (Voice, Chat, and Email) and across functional lines to initiate change in support of customer experience objectives, through process and technology improvements• Led cross-functional efforts to improve first call resolution by 45% within 12 months through process improvements, training, and quality auditing. • Supported executive leadership in the outsourcing arrangement; vendor selection, pricing, contract negotiations, and implementation.

Taunton, Massachusetts

Promoted to the position within Business Operations. Continued to oversee the operation and support teams achieve revenue per user goals and led strategic oversight for the Southeastern Massachusetts region of 3 million subscribers. Drove readiness and support for the launch of high-growth new lines of business and outperformed regional goals 2003-2009.

Taunton, Massachusetts

Managed multi-million-dollar P&L for 36 Retail Sales & Service sites, Call Center, Credit & Collections, Customer Premise Inventory Department, Work Order Check-in, Security, Audit, and Quality Assurance. Charged with heightening and maintaining the budgeted performance of seven cross-functional departments in the Southeastern Massachusetts region with 300+ FTE’s. •Cut annual costs of $250K by developing and implementing a pre-call program which was adopted company-wide. • Recognized by Divisional VP for outstanding results of revenue assurance targets for the region accomplished through effective operating and capital expense budgeting.• Improved profitability by surpassing budgeted goals by 32% by maximizing training and sales opportunities while maintaining spending controls and protection of company assets. • Reduced annual armored truck expenses $85K by developing an optimized routing solution.

Taunton, Massachusetts

Led the operations of three dispatch locations, serving 2.5 million subscribers during two acquisitions (AT&T and Comcast) and created cohesive cross-functional alignment by cultivating strong relationships between customer service, field technicians, and contractors. • Achieved the Northeastern Division goals while executing against challenging objectives as shown through simultaneous launches and training; High-Speed Internet service, new cell phone platform, billing conversion and business rule modifications.

Master Of Science, Human Resources Management

Activities and Societies: Golden Key International Honor Society February 29, 2020Honorable recognition for academic achievement and top.

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

Activities and Societies: Sigma Epsilon Rho Honor Society