Eric Johnson

Experience

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  Outback Steakhouse

  Mar 2001 - Oct 2009

  Front Of House Manager

  Worked as Server, Head Waiter, Certified Trainer, Bartender, Bar Manager, and Key Employee. Resposibilities included serving customers, collecting cash from front-of-house employees, training, ordering beer, liquor, and wine, tracking sales, labor, food and liquor costs, handling escalated customer service issues, supervising bar, host, bus, Takeaway, and server staff, and building business through relationships with local businesses and people in the community. Twice was recognized as Employee of the Year, as well as many Employee of the Month awards. Managed front of house on Mother's Day on which sales record for North and South Carolina was set of approximately $40,000 in a single day. Show less

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  Wells Fargo

  Aug 2008 - Jun 2023

  Working in Consumer and Small Business Banking Operations Customer Experience, my primary responsibility is root cause analysis of complaint themes across CSBBO, including Customer Service and Fraud & Claims Management. I leverage a variety of Voice of Customer and Employee listening posts and line of business partnerships to identify potential customer experience areas of opportunity, perform deep dive root cause analysis on the identified complaint themes, and present findings and corresponding recommendations offered to executive leadership and other key stakeholders. I collaborate with experience owners to vet recommendations for feasibility, assist with solution planning and execution, and monitor the impact of implemented actions to determine effectiveness and potential future needs and analysis. Show less Managed the Continuous Process Improvement Solutions team within Consumer and Small Business Banking Operations Fraud and Claims Management. Our mission is to identify customer experience improvement opportunities through creating customer experience journey maps, identifying performance gaps and unnecessary hand-offs, and reviewing customer communications, surveys, and complaint information. Our team collaborates with internal business partners (Fraud Prevention, Fraud Detection, Recovery, and Process Integration and Support) as well as external business partners within the enterprise to drive results and initiate positive change. Our team consists of experienced professionals with fraud, data analysis, and process improvement experiences and knowledge working across multiple locations around the continental United States. Show less Our organization is comprised of Analytics Consultants with a diverse array of knowledge and expertise in fraud (Debit Card, Deposits, Inclearings, Contact Center, Credit Card, and Small Business Lending) The team’s primary responsibilities are to implement and execute victim fraud prevention strategies to mitigate Account Takeover and Cross Channel fraud (ATO, Global Remittance, ACH, Inclearing, Teller Cashed) Our team performs extensive research and analysis utilizing a variety of tools to protect our customers and brand (Oracle PL/SQL, Teradata, MS Excel, MS Access, SAS) Show less Risk Operations and Fraud Prevention Services (ROFPS) Business Initiatives team. Led initiatives that facilitated the Fraud and Claims Center of Excellence's customer experiences, mitigated fraud loss, and/or increased or optimized productivity. Specific work included managing real estate location strategy for a team of over 5,000 domestic team members, end-to-end process reviews, mapping, and recommendations for improvement, and implementing speech analytics functionality across contact centers. Show less Processed routine financial transactions for Wachovia clients, ensuring outstanding customer experiences with each interaction. Experience selling financial products to meet customer needs. Received regular bonuses for consecutive perfect scores on customer service surveys. Stopped approximately $20,000 in fraud-in-progress in January 2010, which led to leading a mandatory conference call for Charlotte-Metro Retail Banking employees on best practices for fraud prevention, entitled "How to Save Your Job". Show less

  • VP, Lead Business Execution Consultant

    May 2023 - Jun 2023

  • VP, Senior Business Execution Consultant - CSBBO Customer Experience/Complaints

    Feb 2022 - Apr 2023

  • VP, Business Support Manager

    Dec 2019 - Feb 2022

  • VP, Analytic Consultant - ACH/Inclearing Victim Fraud Strategy

    Sept 2018 - Dec 2019

  • AVP, Business Support Consultant

    Feb 2017 - Sept 2018

  • AVP, Business Process Analyst

    May 2014 - Feb 2017

  • Quality Assurance Analyst - Decision Quality Assurance Team Supervisor

    Jan 2011 - May 2014

  • Fraud Specialist

    Oct 2009 - Jan 2011

  • Teller

    Aug 2008 - Oct 2009
• 

  TIAA

  Jun 2023 - now

  Director, Customer Experience Analytics

  TIAA Enterprise Analytics team. Customer Engagement & Experience Analytics - Cross-Channel Analytics supporting Savings and Investing, the accumulating phase of retirement planning for over 2.1 million clients.