Cory Johnson

Background

About Cory Johnson

OBJECTIVE Partner with the senior management team of a progressive company that sees the quality of its technical support and / or customer service experience as a key business differentiator. As a customer service and technical support executive with extensive domestic and international experience in business transformation and technology, I apply my broad operational background and build relationships across lines of business to drive value for the business. I look for opportunities to leverage my passion for process improvement and integrating new technologies with best in class standards to create a consistent experience that builds brand loyalty that stands the test of time. HIGHLIGHTS OF QUALIFICATIONS • 20+ years customer contact center, marketing and project management in technology, BPO and utility sectors. • Demonstrated ability to design and implement a “Best in Class” strategy for retaining customers. • Identify and implement customer satisfaction and retention strategies to generate repeat business. • Experience with COPC standards for contact center operations and process development; Six-Sigma for Root Cause Analysis • Strong understanding of latest customer service center technologies and service delivery media. • Hands-on experience with solution implementation, systems integration and working with multiple suppliers. • Extensive work analyzing benchmark data and translating into workable contact care strategies with quantifiable results. • Newly acquired skills involving the BPO Sales & Client Implementation Process • Experience managing internal employee and co-employment teams cross-site & 7x24. Specialties: COPC Gold 4.1 & VMO Registered Auditor Six-Sigma Root Cause Analysis for contact centers Contact Center Technology Integration and Project Management Contact Center Management Partnering with Collective Bargaining Units Contact Center Consolidations & Launches BPO and analysis for outsourcing options