Sherry Johnson, Green Belt, ALB, ACB

Experience

• 

  American Express

  Jan 1999 - Jan 2002

  Customer Care Professional
• 

  American Express

  Aug 2003 - Jul 2011

  - Analyzed drivers and themes impacting metrics for 7+ domestic and international vendor management teams; Provided quantitative assessments to identify at-risk performers, prioritize detractors and implemented action plans - Designed toolkit (excel, PDF) to streamlined analytics - Created web-based, avatar-led product training for virtual agents; Improved servicing by hosting Adobe Connect rooms - Managed key performance indicators (KPIs) for servicing teams (Virtual, On and Offshore Vendors) Show less

  • Customer Experience & Vendor Project Analyst

    Oct 2006 - Jul 2011

  • Quality Analyst

    Feb 2002 - Oct 2006

  • International Presence (site ramp)

    Aug 2003 - Mar 2004
• 

  Serve an American Express Company

  Jul 2011 - Dec 2013

  Customer Experience & Quality Manager

  - Implemented end-to-end web based survey process for American Express’ digital pre-paid product, Serve within 4 months; Improved 15+ service/product improvements within 2013, (8+) in 2012 utilizing customer feedback and team collaboration  - Awarded the Top Performer Pinnacle Award (2012) by American Express for project quality and efficiency- Established Net Promoter program to measure customer interactions and drive service improvements - Launched customer centric Quality process focusing on Efficiency, Engagement, Increasing [Product] Value and Identifying disengaged customers - Presented key insights via monthly business updates (BUR) with Executive Leadership team and individual product teams Show less

• 

  American Express

  Apr 2013 - May 2013

  International Presence (site ramp)

  (2013) Led on-site quality training for analysts and managers during program ramp up (Philippines and India)- Hosted virtual trainings and calibrations to increase proficiency to ensure quality program was successfully migrated to Asia sites

• 

  PODS

  Aug 2014 - now

  Customer Experience and Marketing Manager

  - Identify and drive improvements, process updates in the PODS Moving & Storage experience - Analyze and present customer satisfaction data to Operations, Franchisees and Executive Leadership teams; Drive awareness and desire to eliminate customer friction points- Perform root cause analysis to identify areas of opportunities and prioritize task list and next steps.- Streamline survey process to increase response rates and gain actionable feedback across multiple survey channels and departments Show less