Chuck Johnson

Experience

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  Smart Software, Inc

  Jan 1996 - Sept 2000

  V.P. Sales & Marketing

  Responsible for the development of sales strategies and selling company products and technologies to external customers and businesses. Managed U.S. sales and distribution efforts for all software licensing agreements and contract negotiations of software programs. Responsible for writing and producing all documentation and training materials associated with each software program. Directed and coordinated activities of projects through delegated members of project teams.

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  AOL

  Sept 2000 - Aug 2007

  Responsible for the management, development and implementation of consistent call center communication strategies focused on company initiatives and strategic priorities for departments across an employee population of 800 agents. Partner with site leadership across four business groups in order to develop effective call center communications plans that would have a positive impact on business metrics, morale and attrition. Balance corporate communication needs and site business metrics by the development of call center communication and marketing plans for specific product promotions and sales initiatives. Serve as liaison with corporate headquarters to evaluate and determine call center communication goals and strategies. Manage department budget and profit/loss. Show less

  • Communications Manager

    May 2004 - Aug 2007

  • Recruiter/HR Generalist

    May 2002 - May 2004

  • Sales Supervisor

    Sept 2000 - May 2002
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  Cox Communications

  Jan 2008 - Jan 2008

  Outbound Sales Representative
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  ETelecare Global Solutions

  Jul 2008 - Feb 2009

  Operations Manager

  Responsible for direct daily operations for service and warranty support of leading wireless telephone company. Oversee productivity and performance for 260 employees and drive all areas of performance and enforce quality control to higher benchmark levels and communicate executable best practices for enterprise duplication. Communicate Department Updates and Contests for four business groups across the site at Colonade. Serve as “press secretary” for the Site Director, writing and distributing all messages and updates originating from his office. Serve as liaison with client managers to evaluate and determine business goals and strategies. Recruit, hire and provide leadership develop training for ten supervisors and five assistant supervisors. Manage department budget and profit/loss. Achievements:  Instrumental in the launch of an internal “Escalations Department” consisting of representatives who were responsible for handling calls from customers who have requested next level supervisor support Developed, Updated and Implemented Quality Assurance process and procedures, which led to a 14% increase of QA scores over a two-month period Decreased “Lost Time” numbers by 4%, which led to a monthly savings of over $10,000 for the company Show less

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  Impact 4 Kids

  Feb 2009 - Sept 2010

  Responsible for the daily management, sales quotas and appointment setting of local call center group. Developed and implemented outbound call strategies focusing on a relationship-building approach on all outbound calls. Worked directly with local restaurants & golf courses to develop fund raising discount cards that were sold by PTA’s, grade schools and sports teams across the state. Achievements:  Developed two new lines of business, resulting in over $500,000 in new annual revenue Decreased Operating Costs by 15% by developing internal mailing lists and bringing all bulk mailing efforts in-house Developed new call flow, increasing productivity by 20% over a three-month period Show less

  • Director of Call Center Operations

    Oct 2009 - Sept 2010

  • National Sales Director

    Feb 2009 - Oct 2009
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  Sodexo

  Nov 2010 - Sept 2015

  Director of Call Center Operations

  • Orchestrated daily operations of the hospital’s call center, serving as liaison between hospital executives and call center to develop business goals and strategies to align with goals. Identified opportunities for improvement and implemented solutions to improve processes. Facilitated and managed workforce planning, staff coordination, training and development, scheduling, and communications strategies. • Integrated and launched a new ACD system, providing the call center with the ability to utilize historical reporting to optimize operator schedules and develop strategic metrics. • Implemented email office messages for physician answering service clients to improve operator efficiency, resulting in the reduction of 10-man-hours daily. • Improved overall service level by cross training operations on taking three different call types, resulting in a 9% increase in service level from 76% to 85%. • Introduced a new physician answering service phone tree to reduce abandoned calls by 95%, and reducing wait time under 60 seconds. Show less

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  Progrexion

  Oct 2015 - Sept 2016

  Operations Manager

  • Directed a team of sales coaches in a call center environment, developing and managing strategy for various call center functions including sales goals and Key Performance Indicators (KPIs). • Developed shift-specific initiatives and built content to improve call center effectiveness. • Coached and mentored a diverse team of employees, and provided training focused on world-class interactions on each phone call. • Managed an aggressive growth strategy to ensure sales targets were consistently achieved or surpassed. • Oversaw the company’s incentive budgets and collaborated with business partners to ensure business drivers aligned with company expectations for growth and profitability. • Developed and executed employee incentives to drive an “Employer of Choice” culture to align with the company’s vision. • Served as a key player in the design, development, and introduction of a new state-of-the-art audio/visual system for a new call center site. Also staffed the new site with 500 qualified agents through effective talent acquisition strategies. • Developed and implemented a new staffing process to improve team morale and retention for employees with the most seniority. Show less

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  MGM Resorts International

  May 2018 - Oct 2019

  HR Shared Services Manager

  • Delivers a high touch client experience, while providing strategic, operational leadership to the HR Shared Services Contact Center to ensure inquiries are addressed in a prompt and cost-effective manner. • Provides exemplary service to employees and leadership of the MGM organization. • Directly supervises HRSSC Tier 1 and new hire onboarding staff to promote professional development.• Identifies training opportunities and mentors Tier 1 representatives, as well as onboards trainee representatives. • Provides consultative support to employees, managers, HR partners, Tier 1 Reps, and leadership. • Works closely with Tier 1 reps to identify process improvements and current trends or issues to improve the client experience, while gaining operational efficiency and productivity. • Improved the onboarding process for Las Vegas Aces of the Women’s National Basketball Association (WNBA) by developing an onsite onboarding process for new players and coaches. • Designed a new badging process for Cirque Du Soleil technical employees, resulting in reduced onboarding costs by 85%. • Implemented and launched a new $1.3M Avaya phone system, allowing the call center to utilize historical reporting to optimize operator schedules and set strategic metrics and QA processes. Show less

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  Homecare Homebase

  Oct 2019 - Nov 2020

  • Manager of HelpDesk Services

    Apr 2020 - Nov 2020

  • Manager of Client Services

    Oct 2019 - Apr 2020
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  American Quality Exteriors

  Nov 2020 - now

  Manager of Marketing & Call Center Operations