Alison Johnson

Background

About Alison Johnson

Accomplished customer support and shared services executive, skilled in setting the vision, strategy, and standard for service excellence. Combines optimization of organizational structure, procedure development, coaching, mentoring, and technology for enhanced organizational growth and fiscal impact. Proven track record of contributing strategic leadership into long range plans to improve customer satisfaction. Ability to lead both nearshore and offshore teams with an accountable and collaborative approach towards getting things done. Skilled in building and developing global and cross-functional teams at all levels of the organization. Thrives in results oriented, analytical, customer centric, detail-oriented environments. KEY ACCOMPLISHMENTS • Program Transformation: Innovated and delivered customer service program transformation, reducing case turnaround time by 57% and decreased number of open cases by 58% in 9 months. • Systems Implementations: Served as the business lead for Salesforce Service Cloud and Knowledge Management implementation: Directed requirements gathering, presented bi-weekly status to Chief Transformation Officer, mitigated risks and issues, coordinated training and change management activities across 300+ users and multiple cross functional teams. • Operational Improvements: Conducted benefits analysis and financial modeling to prepare business case for a $10M investment in Salesforce Service Cloud, designed executive presentation materials, presented to CFO and Capital Committee and received funding approval based upon 144% IRR and 7-month payback period. • Customer Experience: Established an award-winning Voice of Customer (VOC) program across a complex global professional services and software company, resulting in numerous operational improvements optimizing customer experience and supporting business growth, achieving a 100% improvement in Net Promoter Score (NPS), 42% increase in Value for Money, and 5% increase in Easy of Business. • Location Strategy: Optimized outsourcing models and established Centers of Excellence (COEs) in lower cost countries to deliver cost savings and improve the organization’s customer service delivery model, decreasing average cost per case by 41%. • Technology Strategy: Defined 4-year technology roadmap including case management, knowledge management, telephony, CTI (Computer Telephony Integration), online chat, advanced webforms, and back-end automations to enable self-service.