John Barrett

WORK HISTORY

EDUCATION

ABOUT JOHN BARRETT

With over 25 years of progressive leadership in customer service and operations management, I bring a proven track record of transforming service departments into high-performing, customer-centric teams. Currently, I serve as the Pension Customer Service Manager at Zenith American Solutions, where I lead a nationwide team supporting over pension members across four major Taft-Hartley funds, including the company’s largest pension client.My role encompasses strategic oversight of daily operations, staff development, quality assurance, and regulatory compliance. I’ve successfully reduced Average Speed of Answer (ASA) by 80%, consistently maintaining sub-one-minute response times while exceeding all Service Level Agreements (SLAs). I’m deeply involved in process optimization, having led the transition from TCN to Dialpad AI to enhance service efficiency and reliability.Throughout my career, I’ve held leadership roles across diverse industries—from steel manufacturing and consumer goods to public sector consulting—where I’ve consistently delivered results in team building, system implementation, and customer satisfaction. My expertise spans CRM administration, call center operations, project management, and cross-functional collaboration with stakeholders ranging from union representatives to government agencies.I’m passionate about creating service environments that are not only efficient but empathetic—where every customer interaction reflects professionalism, care, and a commitment to excellence.