Kara Johnson

About Kara Johnson

Accomplished Operations Leader with over 20 years of experience in optimizing operational processes, enhancing customer satisfaction, and leading high-performing teams to exceed company objectives. Proven track record in driving efficiency improvements, cost reduction, employee retention and implementing innovative customer service strategies. Strategically lead departments through significant technology transformations, overseeing integrations of cutting-edge solutions that enhance operational efficiency, improved employee productivity and support scalable growth.AREAS OF EXPERTISE:BUSINESS PROCESS DESIGN CHANGE MANAGEMENTKNOWLEDGE MANAGEMENTQUALITY ASSURANCECLIENT RELATIONS BUSINESS DEVELOPMENT COMPLIANCE TRAINING & DEVELOPMENT VENDOR RELATIONS PROJECT MANAGEMENT IMPLEMENTATION OPERATIONS MANAGEMENT STRATEGIC PLANNING PROCESS IMPROVEMENT KPI DEVELOPMENTLOAN/CREDIT PROCESSING IT/DIGITAL STRATEGY PRODUCT MANAGEMENT STARTUP LEADERSHIPSELECT CAREER HIGHLIGHTS:• Led team to achieve JD Power Certification with the contact center capturing the highest score of every JD Power Certification contact center, for all industries, in three out of five categories. • Oversaw strategic partnerships with CarMax, Sonic Group, and Auto Nation for Capital One; ensured compliance and mitigated risk for $50M in originations per month. • Lowered attrition 15% at Capital One by adding a new bonus structure and improving training/coaching programs; reduced new hire ramp-up time 50% through the implementation of enhanced onboarding training. • Managed strategic initiative to transition dealerships to a centralized processing platform for AmeriCredit.

Experience

1. Senior Manager, Customer Care

   JCPenney

   Dec 2018 — Present · Plano, TX, US

   Lead teams in Operations- front line and back office, Training, Project Management, Knowledge Management and Strategy Development to enhance the overall customer experience. • Increased CSAT scores 5% by utilizing six sigma practices and mapping out and re-engineering Contact Center processes, creating RACIs and CTQs, along with Standard Operating Procedures. • Managed rollout of large technology changes: NICE Workforce Management, Employee Engagement Management (EEM) tools, and Chat platform, as well as the Genesys IVR solution.• Developed and implemented customer Self Service Strategy via the IVR which resulted in 36% call deflection.• Created and facilitated development programs for associates and supervisors, in preparation for future leadership roles.• Designed virtual training program incorporating both instructor led and self-paced learning, while utilizing a learn, practice, feedback approach. Decreased associate ramp up time ~65%.• Created and facilitated development programs for associates and supervisors, in preparation for future leadership roles.

Education

• University of Oklahoma

  Bachelor of Business Administration - BBA, Marketing

Skills

• Sales Management
• Budgets
• Finance
• Strategic Planning
• Management
• Vendor Management
• Customer Satisfaction
• Training
• New Business Development
• Change Management
• Software Documentation
• Leadership
• Project Management
• Sales
• Strategy
• Quality Assurance
• Time Management
• Credit Risk
• Customer Relationship Management (Crm)
• Business Process Improvement
• Budgeting
• Business Development
• Call Centers
• Program Management
• Sales Operations
• Customer Service
• Credit
• Process Improvement
• Risk Management
• Crm
• Portfolio Management
• Competitive Analysis
• Start-Ups
• Loans