Kevin Johnson

About Kevin Johnson

Experienced Senior Director of both Client Services and Operational Leadership with a demonstrated history of working in the outsourcing/offshoring industry. Strong business development professional skilled in Operations Management, Sales, Workforce Management, Contact Centers, and the Customer Experience.

Experience

1. Sr Director of Operations

   Call Center Power

   Jan 2023 — Present · Dallas-Fort Worth, TX, US

   Leveraged existing workforce to improve measurable productivity by six points within 60 days; sixteen total points in six months - Reduce program expenditures by 18% improving overall financial health across a multi-site delivery solution - Develop and implement strategic plans to drive operational excellence, financial contributions, and overal customer satisfaction - Reduced customer-facing processing times by 14% by deploying hybrid/remote workforce, streamlining customer workflow and response timeImplemented strategies to increase customer satisfaction and loyalty, resulting in a nine-point increase in CSAT - Develop and maintain operational policies and procedures to ensure compliance with applicable rules and regulations

Skills

• Customer Satisfaction
• Call Center Development
• Nearshore
• Outsourcing
• Contact Centers
• Customer Experience
• Performance Management
• Crm
• Service Delivery
• Call Centers
• Leadership
• Operations Management
• Business Process Improvement
• Call Center
• Vendor Management
• Team Management
• Sales
• Offshoring
• Business Process Outsourcing (Bpo)
• Workforce Management
• Transition Management
• Bpo