Allen Johnson
Customer Experience Leader | Operations Leadership |Relationship Management | Strategic Planning | Change Management
- Role
- Vice President of Customer Experience at Ruoff Mortgage
- Location
- Fort Wayne, IN, US
- LinkedIn followers
- 500 followers
About Allen Johnson
I am a collaborative leader embracing the diversity of experience and ideas from those that I work for and serve. My experience in the financial services, insurance, and retail industries has provided me a profound focus on being a customer service leader. I believe in providing an “Effortless Experience” by being a customer advocate, using next issue avoidance strategies, and being empathetic to drive loyalty, retention, and revenue. I am also passionate about recruiting, hiring, building, and developing effective teams.During my career, I have• Achieved \"Top Performer\" in Customer Satisfaction by Experience.com (2023)• Successfully managed $5MM annual budget.• Led a contact center to exceed service level goals handling 1MM calls per year.• Managed medium size contact center while lowering annual attrition rate five years in a row.• Sponsored to participate as an ambassador for Lincoln Financial Group in Leadership Fort Wayne, an exclusive leadership program.(2019 Graduate)• Implemented a new IVR (Genesys) with speech recognition, virtual hold, and auto call routing which decreased misdirected calls, reduced hold times and allowed for future enhancements.• Achieved “Top Contact Center” of the year awarded by BenchmarkPortal (2018).• Worked with local colleges to pursue and hire students for career opportunities.I have embraced self-improvement and learning by successfully completing my MBA in Management and a B.S. in Business Administration from Indiana Institute of Technology while working full time. In addition, I have attended the Disney Institute, Jet Blue University, and Zappos Customer Experience trainings.
Experience
Vice President of Customer Experience
Jan 2022 — Present · Fort Wayne, IN, US
In my role as Vice President of Customer Experience at Ruoff Mortgage, I lead reputation management initiatives that engage our clients at any point in the mortgage loan process by proactively soliciting, monitoring, and responding to feedback through Google Business Profile listings for 60+ branches, Better Business Bureau, Consumer Financial Protection Bureau (CFPB), social media, and 1-on-1 interviews. I address, research, and resolve complaints and identify trends and improvement opportunities to enhance the borrower experience that support industry leading NPS (96) and CSAT (98.4%) initiatives. Additionally, I provide expertise and guidance on how to improve search engine optimization and win online searches using tools like Google Business Profiles.
Education
Indiana Institute of Technology
Master of Business Administration - MBA, Management
Guilford Technical Community College
Associate's degree, Business Administration and Management, General
Indiana Institute of Technology
Bachelor's degree, Business Administration and Management, General
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.