Natasha Johnson

About Natasha Johnson

Dynamic Operations Leader with over 10 years of experience revolutionizing process management, driving cross-functional collaboration, and leading large-scale business transformation initiatives across diverse industries. Throughout my career, I’ve led high-impact projects in financial services, retail, and corporate environments, consistently driving results by fostering strong stakeholder relationships and optimizing workflows that, ultimately, deliver better client experiences. In past roles with Family Dollar and Synchrony Bank, I directed initiatives that spanned multiple teams, aligning them with compliance requirements and delivering innovative solutions to streamline operations. I am a skilled process analyst with the ability to translate complex business needs into technical solutions, effectively bridging gaps between stakeholders and developers to optimize workflows and processes. Experienced in developing and executing process launch and change management strategies, ensuring smooth transitions both internally and across client departments that service hundreds of thousands of customers. Key areas of expertise include: Leading enterprise-wide process enhancements, including developing and launching complaint monitoring processes to manage 1M monthly complaints. Overseeing rebranding initiatives and portfolio restructurings for global clients, including a 90% reduction in reporting errors for a multinational automobile client. Collaborating with IT, Finance, Marketing, and Sales teams to execute strategic projects, ensuring on-time delivery and seamless cross-departmental communication. I am dedicated to leading initiatives that enhance operational workflows and support sustainable business growth. I thrive on finding solutions that improve efficiency and create lasting value for organizations and their clients. Let’s connect! I am always looking to connect with like-minded professionals and discuss how to bring efficiency and innovation to the forefront of business operations.

Experience

1. Assistant Vice President Cobrand Quality Controls

   Synchrony

   Apr 2018 — Present · Charlotte, NC, US

   Oversee client relations and cardholder experience management for multiple clients. Address process gaps and co-lead complex initiatives across multiple workstreams. KEY COMPETENCIES: REMEDIATION MANAGEMENT, CROSS-FUNCTIONAL LEADERSHIP, ANALYTICAL SKILLS, PRESENTATION Championed restructuring of international airline client business process for lost and stolen credit cards to eliminate 15-day closing procedure Coordinated with Plastics/Credit Bureau Reporting/Fraud Investigations workstreams leads to assess proposal Instituted testing to ensure all affected systems complied with proposed changes Presented revision outline report to Parameter Release Board to secure proposed approval KEY COMPETENCIES: CHANGE MANAGEMENT, COMMUNICATIONS, PROJECT MANAGEMENT Spearheaded credit card rebranding and restructuring projects for mobile app cashback client company Identified ~30 key workstreams, communicated rebrand to Subject Matter Experts (SMEs) Headed ongoing communications with relevant SMEs to maintain positive impact to deliverables Hosted production validation call with all SMEs to track completion and analyze resultant data KEY COMPETENCIES: CROSS-FUNCTIONAL COORDINATION, ROOT CAUSE ANALYSIS, RESEARCH, FLOW CHARTS Reduced errors in reporting metrics for multinational automobile manufacturer client by 90% to date via client rewards reporting gap analysis Choreographed meetings with Analytics and IT departments to troubleshoot root cause Drafted client process flow chart for current rewards reporting metrics Assembled cross-functional meetings with IT and Analytics teams for status updates

Education

• Georgia State University - J. Mack Robinson College of Business

  Master of Business Administration

• North Carolina State University - College of Management

  Bachelor of Science