Trish Johnson Email and Phone Number

• Guidance of strategic team in the execution of Business Requirements for cross-functional projects and offer solutions that enable the organization to achieve tactical goals.• Ensure support between objectives and the technical and operational solutions meet our operational expectations and provide a positive customer experience.• Fosters a collaborative, high-performing team culture that encourages innovation, creativity, and continuous improvement.• Develops and manages capacity forecasts and evaluates and adapts strategy to maximize efficiency.• Monitors various projects within the Systems Integration portfolio to ensure on-time delivery of Business Requirements with alignment from inception to delivery that ultimately provides customer value.

• Leadership of cross-functional strategic team in execution of project execution for process and change management.• Collaborate and develop project plans to incorporate scope, goals, deliverables, and manage launch effectiveness.• Actively ensure agent and customer experience is cared for through tactical planning of training, launch execution, risk assessment, and impacts on workforce and key business metrics.

• Contribute to the company's vision of being the industry leader in customer service through quality, commitment, courtesy, and teamwork. • Identifying internal process inefficiencies, recommending end-to-end process changes, and mitigating any negative operational impacts of new market, process, or tool launches. • Ensure progress reports are provided to department leaders and stakeholders on the status of each project. • Acts as the primary interface for key cross-functional business operations initiatives and represents sales and retention channels on status for projects. • Collaborates with Business Integration, Quality Process and Training, Operational Readiness, Business Planning and Intelligence, and Marketing to facilitate the execution of operational initiatives. • Organizes compliance audits per policy, procedure, and key regulations.

• Responsible for identifying, developing and implementing sales training solutions to maximize employee and/or team sales performance while achieving business goals and objectives within the SMB and Residential markets. • Delivers training solutions in various delivery methods (instructor-led, webinars, virtual learning).• Responsible for course maintenance, the availability of appropriate materials, equipment, and employee performance in the classroom (to include but not limited to course evaluations, confirmations of learning, attendance, and behavior). • Monitor student progress to ensure results are achieved.

• Facilitated sales team operations by identifying process needs and simplifying the team member experience to enhance customer interactions• Effectively communicated leadership vision in order to develop the team members to exceed key performance indicators.• Manage, maintain, and design reporting to improve performance and competitive advantage from other vendors.• Utilized a consultative approach to successfully lead a supervisor team in exceeding goals. Efficiency increased by 33% of prior performance in only two months and results continued improvement at a steady rate.

• Department leader for Inbound and Outbound Call Centers in the Service Department within a small business.• Operations Management for a fleet of service technicians in the San Antonio, Austin, Dallas, and Houston markets. • Maintained scheduling for about 70 technicians who implemented technology integration of printers, copiers, fax machines, and data storage. • Set the foundation for the department and implemented business processes of a call center and “start-up” the department within the organization.

• Proactively lead the team by ensuring daily duties are efficiently performed in a quality-oriented outbound telemarketing atmosphere. • Leadership through optimum productivity to maintain service level, implement procedural changes, provide feedback, and adjust as necessary to meet and exceed goals and objectives. • Developed performance improvement measures, tracked and reported results, and revised action plans to ensure all goals were met or exceeded successfully. • Communicated daily with the client liaison to improve management of the AT&T program and lead our team to success.