Johanna Schrittwieser

WORK HISTORY

ABOUT JOHANNA SCHRITTWIESER

Senior Leader - Support, Service Delivery, Service Desk, Customer Service, Client Operations, Sales, Desk Side Support. A strong people leader, with an excellent track record in meeting business goals and very results driven. Experience in the both the private and public sector in telecommunications, healthcare, IT, SaaS and service industries. • Has successfully lead pivotal customer contact organizations to exceed customer growth and retention targets • Strategically built effective customer response teams involving a high degree of client contact• Proven track record in a service based industry, improving customer satisfaction while maintaining all Service Levels (SLAs and KPIs); consistently analyze, improve and maximize ACD and IVR including IVR development and CRM implementation • Experience in unionized and non-unionized environments in the private and public sector in telecommunications, healthcare, IT, financial, distribution and service industries• Ability to influence change, provide strong leadership training, coaching, mentoring and developing new and existing staff• Experience in managing staffing models for 24/7/365 operations• Influence change management through ITIL process• Strong client management and relationship building skills• Global Incident Management• Acted as primary contact for business continuity and disaster recover• Change Advisor Board Member