Rick Johnson Email & Phone Number

Toronto, On, Ca

• Achieved a 33% improvement in appointment set rates and a $1 million increase in commission net compared to the same period in 2023.• Reduced team size by 20% while improving operational efficiency.• Launched quality assurance, customer retention, performance management, and gamification initiatives for high-performance results.• Hired, trained, and provided ongoing coaching and feedback to new call center representatives, fostering a positive work environment to boost employee morale and retention.• Developed and implemented call center policies, procedures, and best practices, analyzing call-center statistics to make data-driven decisions for performance optimization.• Promoted a customer-centric culture, establishing and consistently meeting or exceeding service level targets.• Managed and maintained call center technology, including Five9 and i360, identifying opportunities for system enhancements and upgrades.• Assumed responsibility for budgeting and tracking expenses, conducting effective resource planning to maximize productivity of people and technology.

Greater Toronto Area, Canada

Work with clients to understand their needs, collect and analyze data (Collect, Usable, Integrity, Knowledgeable, Actions) assess the scope of each consulting project. Conduct research, surveys and interviews and analyzing data to gain insights into the business. Detect issues, investigate concerns, map broken processes, and execute strategies to resolve them.

Greater Toronto Area, Canada

• Provided strategic leadership and defined innovative processes, technologies, and proven industry best practices to enable operations for the front line better and deliver the highest quality services for Inbound order desk contact center operation• Performed people management functions of 25 direct reports (10 customer service reps & 4 supervisors) Contact Center employee management, including recruitment, training, coaching resourcing planning, issue reporting/closure, and time/vacation management• Prepared annual budget and maintain yearly operational budgets; forecasted needs for personnel, supplies, equipment, and training• Tracked record of identifying operational gaps and challenges with the practiced ability to implement or recommend solutions• Provided ongoing analysis and metric reporting to determine overall effectiveness and areas of opportunity of call center operations; partnered with Information Technology and other departments as needed to improve applicationsKey Highlights:• Co-implemented MITEL phone system project which allowed us to quantify and better control calls, emails, faxes, and voicemails. • Implemented workforce management methodology and introduced a proper way of calculating the required number of Full Time Equivalent staffing needed per interval via a coherent customized scheduling system. • Improved real-time agent adherence and improved agent utilization by 35%• Improved order desk performance by 40% through the implementation of a NAVISION ERP/CRM upgrade• Created a highly customized Performance Management Program, including Measurement Standards, Key Performance Indicators, and all of the key metrics; developed a Balanced Scorecard dashboard, and various other reporting engines to display at a glance daily, weekly, and monthly performance vs. goal• Created and developed the Quality Assurance program including NPS, CSAT, call monitoring, coaching, and collaborative calibration sessions

North Bay, Ontario, Canada

• Manage national dispatch center operations, including logistics, supply chain management, fleet management, human resources, finance safety, and regulatory compliance• Engage and influence multiple key internal stakeholders such as Distribution, Operations, Customer Service, Regulatory/Quality, Health & Safety, Strategic Sourcing, Human Resources, Legal, and Finance, both at a regional and national level• Manage the dispatch budget, drive financial performance by ensuring financial targets are met, and identify opportunities to drive cost-to-serve efficiencies; develop and deploy analytical models and KPIs related to total cost-to-serve and network performance related to transportation operations• Ensure the lowest cost-to-serve by analyzing company and customer needs, researching best practices, network review, and auditing fleet cost and carrier costs, and performances• Performed people management including hiring, training, and performance management of a large team of management employees, including 12 dispatchers, and 4 back-office professionals; foster a cohesive team unit, and manage the talent pipeline to enable organizational capabilities• Develop and implement policies and procedures to ensure compliance with all relevant laws and regulations identify and mitigate risks associated with dispatch center operations• Negotiate dispatch service and dispatch contracts and manage strategic supplier relationships with national/regional partnersKey Highlights• Managed the overhaul & transformation of the National Dispatch Center into a contributing facet within the company• Increased Utilization of dispatcher’s time by 30%; improved operational efficiency of field technicians by 60%• Introduced social committee and monthly events to engage employees that resulted in significant improvement in team engagement morale

Woodbridge, Ontario, Canada

Mississauga, Ontario, Canada

Masters Certificate, Executive Leadership

Certified Professional Manager

Masters Certificate, Performance Leadership

Associate'S Degree, Graphic Design