Roy Johnson Email & Phone Number

Houston, Texas Area

Developed and executed data analyses to optimize statistical efficiency and quality.Identified, analyzed, and interpreted trends or patterns within call center data. Maintained and updated standard operating procedures (SOPs) using SharePoint. Produced SOP reports. Developed and maintained quality controls for internal databases.Coordinated weekly meetings with senior management to present analyses and prioritize business needs.  Created daily, weekly, and monthly data analysis reports for senior management. Selected Achievements: Designed and developed a documentation tool which was adopted system-wide; developed training curriculum and trained Customer Service Representatives in the use of the tool.Identified and defined process improvement opportunities which increased team productivity and efficiency.

Houston, Texas Area

Conducted daily audits of call center staff performance, provided feedback to staff members, and reported to operations regarding trends and agent performance. Coordinated monthly call calibrations with the Operational Leadership team and State HealthPlans. Analyzed and summarized collected data, produced data analysis reports for management.

Houston, Texas Area

Provided technical support for small businesses and online customers having software or hardware issues. Monitored customer issues using ticketing software; tracked issues from inception to resolution. Analyzed and reported on customer data; supported cross functional projects as assigned. Assisted in training and coaching new analysts in assigned duties and systems use.

Houston, Texas Area

Trained, supervised, and motivated a team of 10 Sales Report Processors. Assisted in balancing approximately $15 million in monthly sales to the General Ledger. Monitored operations and daily workload for the Sales Report Processing Area. Analyzed and summarized sales data and developed reports for the leadership team.

Houston, Texas Area

Addressed and resolved member inquiries escalated by customer service agents or senior management. Established and maintained relationships with key business and corporate clients. Coached and mentored new hires, provided training on assigned functions and systems use. Completed various administrative tasks related to customer service staff, including attendance tracking and performance evaluations. Mediated staff disputes as needed.