Rich Johnson

Background

About Rich Johnson

With over two decades of experience in call center management, customer experience leadership, and continuous improvement, I am a seasoned customer care leader known for my ability to inspire and motivate teams to deliver exceptional customer experiences. I excel in fostering a customer-centric culture by applying Lean Six Sigma practices, defining and measuring customer experience performance, and leading teams to identify root causes and drive improvement. My extensive background in IT and operational project management with SaaS leaders has enabled me to build state-of-the-art customer experience, employee experience measurement, CRM, and performance measurement systems. I am an emotionally intelligent leader and strategic planner who excels at team building and management. My most recent track record includes a 52% YoY increase in net sales, significant improvements in employee satisfaction scores, and consistent enhancements in Net Promoter Scores. I have a proven ability to drive change, build customer-centric cultures, and deliver high-impact results. As a collaborative communicator skilled at all levels of organizations, I am passionate about optimizing customer satisfaction and trust while maximizing operational efficiency.