Jeffrey S. Johnson

Experience

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  US Army

  Jul 1995 - Jul 2000

  Sergeant, Military Police
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  Dollar Thrifty Automotive Group

  Jul 2000 - Oct 2005

  Team Lead/Operations Supervisor
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  Bank of Oklahoma

  Feb 2006 - Dec 2006

  In-Store Banker
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  JPMorgan Chase & Co.

  Dec 2006 - Feb 2010

  Licensed Personal Banker - Small Business Specialist
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  Dollar Thrifty Automotive Group

  Apr 2010 - Apr 2012

  Operations Team Lead/Supervisor
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  C3 Customer Contact Channels

  Apr 2012 - Mar 2017

  As a workforce management project manager I have successfully steered a specialized administrative unit of employees over a vast range of job duties, comprising software configuration, systems optimization, process and procedure development, internal process audits, creation and standardization of new hire training, implementation of standardized merit reviews, project management, and company-wide process improvement implementation. I have directed business processes for new opportunities to maximize efficiency and mitigate errors regularly with multiple departments across various geographic locations and clients, including operations, workforce, reporting, information technology, and human resources. Also I have ensured optimal performance from implemented solutions, cooperated with business clients to implement integration of workforce systems between networks, and oversaw accurate data collection/distribution to achieve desired objectives.My key achievements during this role were:✪ Developed a contingency plan process to provide streamlined communication with all internal stakeholders/vendors, track key performance indicator impact during business lost time, and speed time frame of return to normal business during technical issues/natural disasters.✪ Excluded unnecessary add-ons and work as well as decreasing service contract cost through analysis of prior usage and reduced capital expenditures through migration to cloud based environments. Show less While playing this role I have mentored a team of nine schedulers for 16 clients simultaneously across seven geographical locations worldwide. I have played a vital role in deploying self-service option for frontline employees and providing schedule optimizations to ensure maximum employee satisfaction and retention.My key achievement during this role is:✪ Coordinated and implemented several software upgrades and major configuration changes involving a complete overhaul and optimization of Workforce systems, including an innovative division of multipurpose absenteeism tracking. Show less

  • Workforce Management Project Manager

    Mar 2014 - Mar 2017

  • Workforce Management Scheduling Supervisor | Operations Supervisor

    Apr 2012 - Mar 2014
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  Hertz

  Jul 2017 - May 2020

  Service Delivery Partner

  Here I am administering outsourced BPO vendors through partnerships with a keen focus on strengthening relationships and achieving key performance indicators, while maintaining cost and customer satisfaction/retention. One of my key responsibility is to spearhead multiple management teams to ensure consistent quality service of 1000+ front line employees across two BPO vendors, four geographical locations worldwide, and eight separate business lines. I evaluate complaints/concerns and implemented robust solutions with outsourced vendors to deliver heightened focus on optimal customer resolution and service ownership. I am responsible to devise and implement system user expansion for seamless flow of information as well as empowering field personnel to access telephone-based customer service information as per requirement.My key achievements during this role are:✪ Assessed process alignment across business segments that resulted in elevation of service levels for impacted customers and reduced company service expenses by $500K annually.✪ Enhanced employee empowerment through cross platform training to integrate two separate business segments resulting in $30K savings per month and increased customer satisfaction as measured by a 10 point jump in Net Promoter Scores.✪ Established single point of contact protocol for corporate and licensed locations to encourage ease of communication related to customer impacts from outsourced partner performance. Show less

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  Melton Truck Lines

  Feb 2021 - Sept 2021

  Professional Driver

  Drove Class A Tractor with 53-foot Flat Bed and Step Deck trailers, with both split axle and tandem axle setups. Consistently picked up and delivered in a timely manner as determined by pick up and delivery times on the BOLs for each load. Secured all loads between 80% and 120% of DOT requirements, and protected sensitive and hazardous loads by protecting them with multiple tarps. Transported equipment, building materials, and hazardous materials throughout the United States and Canada. Complied with FMCSA standards, keeping accurate and up to date logs using both paper and electronic logs. Key Accomplishments:✪ Transported goods up to 80,000 lbs. gross weight through various weather conditions and driven over all major mountain passes for over 60,000 accident and citation free miles.✪ Provided excellent customer service at both pickup and delivery by going above and beyond assisting with loading and unloading without violating customer site safety requirements. Show less