Kimberly Johnson

Liberty, UT 801-***-**** abnqlu@r.postjobfree.com

HIGHLIGHTS OF QUALIFICATIONS:

Experienced executive with track record of implementing successful operations transformation and

establishing organizational foundations across diverse environments – from small business to Fortune 100

companies and hi-tech to financial

10 + successful years in operational management with in-depth knowledge of strategic growth planning,

work flow management, efficiency enhancement, customer lifecycle management, and product development

Strong client relations skills – creating sales and business case presentations, performance and trending

reporting, and long term relationship management

Director of Operations for Discovery Research Group

o Led the operational transformation for a Market Research company with 5 call centers a cross multiple

states reporting directly to the Chief Executive Officer

o Created the structure and process necessary to manage the organizations current objectives and future

growth

o Expanded the operations capability over 30%, opening the fifth and largest company call center,

updating the infrastructure and creating a base model for future expansions

o Restructured and developed call center forecasting methods, productivity standards, individual site

OPEX models, and management standards

o Evaluated the results of overall operations regularly and systematically reported results

Director of Operations for Mall.com

o Led multiple departments for online retail venture founded by the Hicks group and former Dell

executives to unify internet shopping experience across premier blue-chip retailers

o Oversaw the development and execution of policies ranging from company-wide employee policies,

company operating expenses, online sales and customer care center, software quality assurance, and

technical requirements for website development related to customer experience

o Developed procedures and controls to promote communication and adequate informati on flow within the

organization

o Implemented sales and customer service strategy, presented at the New York Silicon Alley trade show

Sr. Manager for Dell Computer Corporation

o Responsible for multiple departments focusing on the reduction of returns and system cancelations

o Developed measurements to drive accountability of management staff and up to 300 employees

o Developed and implemented a department incentive program, resulting in 8.9% productivity gain within

60 days

o Developed strategic plan for a 50% reduction in system returns, producing a savings of 6.9 million

dollars in Q3

o Collaborate with the marketing team on product, services, promotional launches

o Partner with training on redesigning the curriculum for both new hires and incumbents

o Trained and managed the CCO help desk to provide support with department productivity reporting,

optimization of staffing(scheduling), and real time queue management

Assistant Vice President (Operations Manager) for First USA Management/Bank One, Inc

Led a staff of 200, including10 Team Managers and two Project Team managers

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Managed partnerships accounts; providing innovative solutions to c ompany’s service delivery dilemmas

o

Achieved Highest Employee Satisfaction for 1998 out of six (6) units in Austin, maintained 2% higher

o

than site average

Achieved Highest Unit Productivity within the Austin Customer Service, 2% higher availability, 13

o

second lower Handle Time, cost savings of $102,600

Improved performance deficits in Availability and Handle Time via site leadership, resulted in a 40

o

second reduction in Handle Time and a 3% Improvement for Availability

Implemented Site Specialists to assist in handling supervisor calls, increased level of service provided to

o

customer

Implemented tools to assist Team Managers-Corrective Action database, Attendance trending reports,

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and Availability reporting

Program Manager for Ron Weber & Associates

o Managed multiple accounts which dealt with technical support, sales and customer service

o Managed and directed 120 employees and five (5) Supervisors through leadership, vision and

commitment

o Planned and implemented strategic departmental changes, resulted in redu ced turnover, increased

clientele, increased productivity and employee commitment

o Worked hand-in-hand with Training and Information Service, developed effective call tracking systems

Unit Manager for SPS Payment Systems-Prodigy Services Company

o Directed 81 Technical Customer Service Associates and five (5) Unit Supervisors supporting phone

inquiries, online bulletin boards and support chat rooms

o Coordinated transition and implemented solutions to move support inquires from phone to online

bulletin boards or chat rooms

o Prodigy Service Company Online Support was named #1 in March issue of Online Magazine

Unit Supervisor for SPS Payment Systems-Prodigy Service Company

o Led a team of 25 Senior Technical and Customer Service Associates that provided increased support for

technical issues unresolved at customer service level

o Developed and managed activities of a Technical Assist Gate w hich provided immediate assistance to

first level representatives

Specialized Training: Harvard Business-Leadership Seminar Partners in Leadership-The OZ Principle

Competency-Based Interviewing Negotiation Skills Presentation Skills Professional Selling Skills Service

Profit Chain Executive Communication Coaching for Excellence Cardmember First Franklin time

Management Winning with Customers(Communication Skills) Building Teams to Improve Performance

Managing People for Performance Rockwell Spectrum Lucent CMS Aspect TCS RTA Teknekron

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