Sheila Johnson

About Sheila Johnson

Sheila Johnson is the Director of Omnichannel Analytics within the VCG Omni Planning & Operations Orchestration (OP & OO) organization. She is responsible for Omnichannel Analytics Intake & Prioritization, Business Intelligence reporting, and analytics Intake and prioritization, including oversight for team scrum work and assignment, high-level project management work, and prioritization. Sheila is also responsible for Data Governance and Metric Stewardship, including server and database administration, tool design, and creation. Sheila has built a reputation as a leader in analytics, customer engagement, and staff development. Her strong analytical skills partnered with her ability to interpret data and trends, diagnose problems, and drive recommended action plans to resolve issues. She has spent many years providing vision and guidance across teams to identify areas of opportunity in business strategies, efficiency improvements, and customer satisfaction. She has a solid background of success in Performance Enhancement and Leadership. Sheila is also a certified Master Six Sigma Black Belt. Sheila is a passionate leader who leads by example and collaborates to uncover the best possible results. Her success is built on a strong foundation of operational and strategic excellence, people, and culture development. She is known not only to be the storyteller and keeper of the “truth” when it comes to data but also a leader with the natural tendency to “question the status quo.” She is guided by service to our customers and employees and believes in empowering our teams to deliver experiences that exceed expectations. Sheila is also a member of each of our Verizon ERGs and a Squad Leader for Verizon\'s Women of the World. Director of Verizon Consumer CS Operations Reporting & Analytics for Verizon. Experienced leader. Goal-driven. Growth-focused collaborator. Her proven track record of results and respect for our company values and guided by service to our customers, empowering our internal teams to obsess over our customer experience and deliver experiences that far surpass expectations- Transformed customer service operations through work reduction efforts reducing costs by over $200M/yr - Streamlined processes to deliver superior customer experience and operational efficiency across all customer service touchpoints Extensive experience in driving business transformation to include strategy development. LGBTQ+ and Race & Social Justice accomplice.

Experience

1. Director Data Science - Omnichannel Analytics Vcg - Omni Planning & Operations Orchestration, Mbb

   Verizon

   Nov 1996 — Present · Irving, TX, US

   Technology Operations executive with 26+ years with a solid background of data and analytics successes. I have built a reputation as a leader in BI, analytics, and staff development. I am an experienced leader at providing vision and guidance across teams to identify areas of opportunity in business strategies, efficiency improvements, and employee and customer satisfaction. I leverage a unique mix of strategic and analytical expertise, consistently exceeding performance goals by aligning the effort of solid teams with operational objectives. I am known not only to be the storyteller and keeper of the “truth” when it comes to data but also a leader with the natural tendency to “question the status quo.” I lead the charge in harnessing data-driven insights across the business to identify business trends, insights, and actions to improve business effectiveness while driving a superior customer and employee experience. My leadership has a proven track record of results, both people and financial. I understand what it takes to inspire, impact change, and drive real organizational and economic growth. I drive the empowerment of our frontline teams to obsess over our customer experience and deliver experiences that far surpass expectations. I possess strong analytical skills, with the ability to interpret data and trends, diagnose problems and drive recommended action plans to resolve issues. Extensive experience in driving business transformation to include strategy development, lean transformation, cost pyramiding, growing revenue, decreasing costs, and improving customer experience. I have extensive experience creating next-generation experiences at scale and managing concurrent projects in a fast-paced, results-driven environment with equal enthusiasm for high-level strategic planning and daily tactical execution. LGBTQ+, Race & Social Justice accomplice.