Ward Johnson Email & Phone Number

Scottsdale Arizona

♦ I guarantee effective team performance as I manage a team of 21, and have recruited, trained, and hired top-performing associates to date.♦ By initiating weekly “lunch and learn” activities, I increased associate engagement scores by 15%.♦ I have continuously demonstrated excellence in scheduling, policy creation, process improvements, staff motivation, and managing the customer experience as a whole.♦ Under my leadership, we boosted net promoter scores from 65.5% to 87.3%, and first call resolution from 72% to 89%.♦ My top accomplishments here also include reaching top 10% in personal lines and #1 in associate engagement scores.☛ In 2019 I received the coveted “Deliver the Difference” Award for high excellence in team metrics.

Phoenix, Arizona Area

♦ I enjoyed partnering with all regional directors in addition to the 120 tax offices traversing five western states.♦ Under my guidance, we finished the 2016 tax season three weeks early and 17% below estimated costs.♦ My comprehensive knowledge base and skill set enabled us to enhance business performance and increase profitable growth.♦ I employed my education and training abilities in order to empower district managers to acquire top talent and retain valuable associates.♦ As a result of a new technology program that I launched, expenditures and labor costs were lowered by 16%.♦ We gained a 93 out of 100 MQI rating for a #2 ranking in the company, and I personally reached #1 in the company for successful operations management.

Arizona

♦ I built and maintained impactful, lucrative, strategic business plans across 75 locations, and coached Franchise Consultants on best practices for increasing their personal and professional achievements.♦ Due to my efforts, we maximized the processes of seamless implementation for all new operational programs, business plans, and computer systems.♦ I achieved a 1.2% net earnings increase by creating and implementing network-wide trainings that became the blueprint for franchise and company-wide operational success.♦ My charismatic, engaging customer service techniques led to a raise in client satisfaction ratings from 71% to 91%

♦ Here you will be pleased to find that I profitably oversaw Arizona’s largest district, which encompassed 25 retail stores and over 250 associates.♦ I specialized in improving retail operations and did so by 23%.♦ Passionate about growing effective, strong teams, I recruited and developed employees that remained loyal to reaching critical goals and advancing company mission.♦ I completely transformed the district from one of the lowest rankings up to #25 in bottom-line revenue out of 210 districts.♦ Last but certainly not least, my top accomplishments here also include attaining the highest tax professional retention rate in the division at 93%, and I ranked #6 in associate retention out of 210 districts.

Tempe Arizona

Mesa, Az

♦ Senior Operations Manager at Luke AFB, responsible for the overall operation of the worlds largest F-16 aircraft maintenance squadron with 81 aircraft and 704 maintenance technicians and support personnel employing resources valued at more than $2.2 billion.o Hired and trained initial team of 25 senior level managers, and 150 mid-level supervisors for unit set up. Developed strategic plan, goals, and operational plans to fly 20,000 flights and perform 220,000 maintenance actions. o Led team to best ever inspection by the United States Air Force inspection team; rated excellent, best maintenance unit seen to date—awarded USAF Lance P Sijan Leadership Award Excellence.o Established programs to expedite the certification of key tasks, eliminating a 45-day wait period and ensuring 98% accuracy. Designed and deployed a training system for Production Superintendents that reduced training time from 18 months to 5 and bolstered maintenance effectiveness by 5%--best practice. ♦ Operations Superintendent at USAF Headquarters, oversight of 1,500 maintenance personnel, 381 fighter aircraft and support equipment valued at over $7 billion.o Increased the aircraft-in-service rate of the 14th Fighter Wing by 15% over six months through operational analysis and streamlining maintenance operations. Dramatically grew efficiency—United States Air Force benchmarked 6 programs as best seen to date, and 2 implemented Air Force Wide. Awarded Senior Operations Manager of the Year.o Analyzed maintenance processes against effectiveness; implemented new strategy that saved Randolph AFB $2.4 million by combining several different aircraft maintenance schedules into one.

Bs, Business

Associate'S Degree, Business Administration And Management, General, 4.0

Organizational Leadership, Completed With Honors