John Campbell

About John Campbell

Operations leader with a background in resource planning, analytics, training, QA, CX.Currently fortunate to be at RJ leading Ops shared services – knowledge mgmt, service project mgmt, workforce optimization, and Ops Service 1st Experience strategy. My purpose is to lead my teams in adding value to and improving the way Ops serves our financial advisors, branch professionals, and clients. MBA as of Fall 2024. Workforce Management Professional of the Year, 2018, Society of Workforce Planning Professionals.

Experience

1. Director, Operations Service Delivery

   Raymond James

   Feb 2024 — Present

   Leading shared services teams (CX, KM, WFM, PMO) and driving modernization through generative AI pilots, CRM transformation, and data‑driven service delivery improvements.• Oversaw a multi‑million‑dollar migration to ServiceNow FSO, improving data quality, centralizing customer communications, and enabling scalable automation and AI.• Elevating customer experience through after‑call surveys, interaction analytics, and unified dashboards, boosting survey engagement and sustaining 98% CSAT. • Strengthening operational efficiency and vendor value through strategic contract negotiations.

Education

• Southern New Hampshire University

  Master of Business Administration - MBA

• Southern New Hampshire University

  Bachelor of Business Administration - BBA

Skills

• Aspect
• Customer Satisfaction
• Cms
• Call Centers
• Analysis
• Aspect Rta
• Forecasting
• Analytics
• Vendor Management
• Workforce Management
• Contact Centers
• Real-Time Management
• Avaya
• Analytical Skills
• Project Management
• Process Improvement
• Management
• Team Building
• Avaya Technologies
• Leadership
• Business Analysis
• Workforce Planning
• Scheduling Management
• Staff Planning
• Customer Service
• Business Process Improvement
• Aspect Empower