RENATE JOHNSON

770-309-6391 Madison, AL 35758 renatejohnson2017@gmail.com

Self-motivated with 15 years call center experience in a management capacity, supervising multiple departments,
strategic planning and exceeding key departmental initiatives. A natural leader and mentor, grooming team to
maximize potential, foster teamwork, and drive overall performance. Experience with organizational change,
devising creative and cost-effective solutions to operational challenges through leveraging necessary resources, call
center technology and productivity tools to achieve operational excellence.
Call Center KPIs and Technology Account Operations Customer Retention Sales Leadership Workforce Planning
Organizational Development Data Gathering and Analysis SOP Contract Development
Change Management Training & Development Vendor Management Project Management

PROFESSIONAL EXPERIENCE
DIRECTV; Huntsville, AL
Sales and Service Operations Manager (2011 2016)
Accountable for operational, financial and customer satisfaction performance including service levels, call quality,
compensation, and reporting functions.
Managed 150 + FTE's within call center of sales and retention employees, providing the first level of support to
customers and eliminating barriers to a quality experience through competing priorities.
Surpassed key performance goals; sales 124% by creating a culture of managing continuous improvement and
creative solutions to operational challenges through strategic planning and leveraging necessary resources and
systems to achieve operational excellence.
Exceeded 2016 customer service NPS (net promoter scores) (112%) through compliance and accountability of
quality customer interaction standards.
Administered monthly, quarterly and annual performance reviews and presented results to executive and site
leadership and team meetings.
Collaborated with Workforce Operations, Information Technology, Facilities, Learning and Development,
optimizing the use of resources, reporting, and processes.
Hired and developed employees through coaching, motivation and accountability to call center metrics to meet
customer expectations in an efficient and cost-effective manner.
PURCHASING POWER; Atlanta, GA
Manager Account Operations (2009 2011)
Developed and implemented strategies which drove improvement in client performance and revenue in multiple
sales channels and 24/7 call center operation.
Managed vendors and key performance metrics, achieving sales and account goals for the clients of Fortune 100
companies including Healthcare organizations, and Government agencies.
Set strategic direction for sales and customer service across all channels (Voice, the Internet, Email, and IVR) and
reaching across functional lines to initiate change in support of customer experience objectives, through people,
process and technology improvements
Led cross-functional efforts to improve first call resolution by 45% within 12 months through improved
segmentation.
Supported executive leadership in the outsourcing arrangement; vendor selection, pricing, contract negotiations
and implementation.
Continued

RENATE JOHNSON
770-309-6391 Madison, AL 35758 renatejohnson2017@gmail.com Page 2 of 2
COMCAST CORPORATION; Taunton, MA
Director Business Operations (2008-2009)
Manager Business Operations (2003 2008)
Led operation teams and managed service support functions in a matrix environment to achieve regional goals.
Charged with accountability for heightening and maintaining the budgeted performance of seven cross-functional
departments in the Southeastern Massachusetts region with 300+ FTEs.
Managed multi-million dollar P&L for 36 Retail Sales & Service sites, Call Center, Credit & Collections,
Customer Premise Inventory Department, Work Order Check-in, Security, Audit and Quality Assurance.
Cut annual costs of $250K by developing and implementing a pre-call program which was adopted companywide.
Improved profitability by surpassing budgeted goals by 32% by maximizing training and sales opportunities while
maintaining spending controls and protection of company assets.
Reduced annual armored truck expenses $85K by developing routing optimization solution.
Recognized by VP for outstanding results of revenue assurance targets for the region accomplished through
effective operating and capital expense budgeting.

EDUCATION
NORTHEASTERN UNIVERSITY; Boston, MA
Bachelors of Science in Business Administration
STRATEGIC PROGRAMS, INC.
Professional Coach
(6-month managerial program focused on strategic coaching and development techniques)
THE PARTNERSHIP, INC.; Boston, MA
(12-month next generation executive program)

TECHNICAL SKILLS
Proficient in Microsoft Word, Excel, PowerPoint, Outlook, Visio, NICE phone monitoring/reporting, CSG
applications, CMS, Oracle, ADP EZ Labor Manager, Merced, Workflow systems, Kronos, RFP Development,
Cisco Webex, ACSR, Workday and SAP HR Management System.