Susan Johnson

About Susan Johnson

Focused, results-oriented Customer Service Professional with over 15 years of team leadership and project management experience. Customer, employee and company oriented with demonstrated track record in policy and procedure development and delivering bottom-line results. Strong analytical problem-solver and decision-maker with experience in new system development and customization of systems to meet industry demands. Expert in improving internal processes; reducing labor cost; leading turn-around situations; call center start-ups and consolidations. Proven leader, motivator and excellent communicator with demonstrated ability to develop relationships with individuals at all organizational levels Process Improvement Management Business System & Data Analyst Organization Restructuring Mgmt P&L, Cost Accountability Change Management Professional Development Remote Management Forecasting & Scheduling Team Facilitation Turnover Reduction/Morale Improvement.Specialties: Kepner Tregoe - Problem Solving and Decision Making - CertifiedCMC Performance Training – Managing for Performance Maximization – Certified

Experience

1. Vice President Implementation

   Everise

   Jan 2023 — Present · US

   Experienced leader leading multiple successful teams in the areas of healthcare – overseeing Compliance, Licensing, RTS (Ready to Sell), COI – College of Insurance. In addition, she leads the PMO – Project Management team in client & internal implementations as well as US logistics, including equipment shipping, new hire onboarding, equipment management & asset recovery.

Education

• The University of Southern Mississippi

  Dance

  1981 — 1985

Skills

• Call Center
• Customer Satisfaction
• Training
• Project Management
• Team Management
• Outsourcing
• Call Center Start-Up
• Program Management
• Leadership
• Business Process Improvement
• Management
• Team Building
• Project Planning
• Problem Solving
• Operations Management
• Coaching
• Account Management
• Change Management
• Team Leadership
• Analysis
• Process Improvement
• Performance Management
• Crm
• Quality Assurance
• Forecasting
• Vendor Management
• Call Centers
• Customer Experience
• Start-Ups