Teresa (Teri) Munoz Johns Email & Phone Number

Tualatin, Or, Us

Beaverton, Or, Us

Lead the global operations team and Information Governance for Nike. High-level work: financial management, technology enablement and support (e.g. contracting tools, eDiscovery solutions, IP management, eBilling), communications & branding, records management policy and education.

Beaverton, Or, Us

Facilitate strategic processes & deliverables and lead business planning for our General Counsel and Chief Administrative Officer (CAO). Additionally, lead global legal operations, financial management, technology enablement, communications & branding, records management and contracting tools.

Beaverton, Or, Us

Global accountability for supporting the employee life cycle of ~65K employees from hire to retire. Drive scale and leverage through automation, integration, strategic outsourcing and labor optimization to achieve operational benchmark excellence. Re-engineer global processes to remove waste, providing consistent and reliable experiences and service while reducing cost and inefficiencies.

Beaverton, Or, Us

Designed and executed an operating model that resulted in clarity, predictability and alignment across the leadership team. Facilitated all quarterly business reviews, organizational talent planning discussions, annual business planning sessions and all leadership off-sites. Successfully managed an annual cash budget of ~$240MM and effectively executed the annual budgeting process. Coached and mentored a team of eight Business Operations Directors.

Beaverton, Or, Us

Primarily focused on establishing financial processes in support of our growing retail organization, both from a pay-to-play portfolio and cost center management perspective. Worked closely with our Direct to Consumer business partners to bring visibility to our portfolio spend and provide analysis of trends to enable better decision making. Led the portfolio teams through the Corporate Strategic Review (CSR) process in partnership with our business partners.

Beaverton, Or, Us

Successfully managed global program to secure our consumers’ credit card data in alignment with the Payment Card Industry (PCI) Standards. Managed team of distributed Project Managers across multiple companies and locations simultaneously. Partnered with technology and business teams to implement technical solutions and establish processes in order to secure sensitive data. Gracefully navigated a complex matrix environment to get work done through others. Provided regular status updates to executive stakeholders for Board of Directors visibility. Effectively managed program budget of $5.2 MM.

Philadelphia, Pa, Us

Developed strategic road map while managing execution of operational plans for a 500 seat inbound, multi-queue contact center – including outsourced partners, multi-lingual and virtual employees supporting 500K customers and responding to 400K calls annually. Created service delivery model that maximizes front line productivity through effective resource management, employee development and process excellence while improving customer satisfaction and reducing costs. Partnered closely with Technical Operations and Engineering teams during service interruptions to ensure customer engagement continued with high quality and problem resolution time was kept to a minimum. Full P&L responsibility for $34 MM budget.

Philadelphia, Pa, Us

Provided operational direction and fiscal strategy to Senior Directors of four contact centers. Collaborated with Regional Director of Sales & Retention to implement sales performance strategies for inbound sales queues while driving accountability for results. Responsible for identifying and deploying new technology that improved efficiency across multiple contact centers and reduced costs while improving the customer experience. Successfully implemented web-based customer care strategy – eChat/eCare in order to reduce agent contact rate and improve customer satisfaction. Re-engineered wasteful processes resulting in improved efficiency and effectiveness. Successfully managed a $124 MM budget.

Dallas, Tx, Us

Managed multiple projects across several organizations simultaneously. Effectively utilized proven leadership skills to successfully lead cross-functional teams to be accountable for completing tasks on time while effectively identifying potential risks that could impact project timelines and budgets. Executed on-the-spot critical decisions in order to prevent project hazards. Successfully delivered multiple projects that resulted in cost savings to the company and improved service delivery to customers.