Director of Operations, BPO, Contact Center, Logistics, Project Mgmt

David Johnson

Phone: 832-***-****

**************@*****.***

David Johnson's LinkedIn Profile

Director of Operations

P&L Management / CPI – Six Sigma / Workforce Management / Project Management / Business Process Outsourcing / Service and Delivery / Vendor Management / Supply Chain and Logistics

Brings more than 10 years of progressive career success and achievements within diverse outsourced environments in highly competitive industries. This requires a very broad skill set along with outstanding communicative, collaborative, organizational, and management skills to achieve the highest levels of customer satisfaction while controlling expenses and increasing profitable revenue.

HIGHLIGHTS OF QUALIFICATIONS

P&L Management Expertise • Six Sigma Black Belt • Supply Chain and Logistics • Project Management • Continuous Process Improvements • Program Management • Effective, Creative Communications • Revenue Protection & Revenue Generation • Excellent Relationship Builder • Effective Negotiator • Skilled Decision-Maker • Proven Leadership Skills • Cost Reduction & Avoidance • Diverse CRM Expertise • Calm, Authoritative Leadership • Strong Team Builder • Mentor, Trainer & Coach • Process Analysis • Results Orientated • LEAN Initiatives • Vast Software Knowledge

SELECTED PROFESSIONAL ACHIEVEMENTS

DROVE RESULTS to improve Hospitality client’s Key Performance Indicators. Initiated workforce processes and quality improvement programs to immediately provide superior results resulting in 20% KPI improvement and lasting positive Client relationship.

CREATED continuous improvement programs to raise Quality metrics for one of the World’s largest telecommunications providers. Raised and maintained call center ratings to one of the top 5 out of a 50 -call center servicing centers.

BOOSTED telemarketing sales results. Reviewed inside sales structure and instituted a pay for performance compensation plan. Reconfigured training and coaching programs and increased sales by 20% in 90 days, a $2M bottom line improvement.

ANALYZED financial processes using root cause methodology and discovered unclaimed revenue of 3% that dropped straight to improvement of bottom line profit.

DECREASED global logistically costs by 20% while enhancing service delivery options using continuous process improvement techniques, supplier negotiations, and internal IT system application development.

SAVED nationally known account and found major contract was on the verge of being lost. Worked closely with front-line managers and customer to completely reinvent service delivery. Won five-year contract renewal worth $30M, a rare occurrence in the industry.

ACADEMIC SUCCESS & PROFESSIONAL DEVELOPMENT

oBachelor of Science; Industrial/Organizational Psychology – Colorado State University, Ft. Collins, CO

oExperienced Six Sigma Black Belt

David Johnson Page 2 of 2

Email: **************@*****.***

Telephone: 832-***-****

PROFESSIONAL SYNOPSIS

SSCS, Global IT Solutions; Houston, TX Contracted 06/2015-10/2015

“A multi-national company providing IT Hardware coverage to the United States, Brazil, Canada, Mexico, Great Britain, Europe, Latin America, APAC, and parts of Africa. SSCS now provides service in over 100 countries and on all inhabited continents.”

General Manager of Operations

oLed Operational Sr. Managers from point of sale through implementation, support, service delivery and accounting.

oLed Operational teams in North and South America, Europe and Malaysia.

oDirect oversight of Global Logistics and Supply Chain encompassing 100 countries and 600 locations.

oDrove accountability for overall financial, support and service operations.

SMB Integrations, LLC; Houston, TX 2013 - Current

“SMB Integrations provides a full array of IT services that are customizable for today’s business environments. With a U.S. based Helpdesk available 24x7, and onsite engineers who are experienced in the many different operating environments.”

Director of Operations

oDrove business development re-launch in 2014.

oImplemented company financial and operational budgeting.

oAccountability for day-to-day service operations and customer experience.

Novum Pharmaceutical Research Services; Houston, TX 2007 – 2013

“Novum provides a full spectrum of services in managing multicenter Clinical Endpoint Studies and in conducting Early Phase Studies in our Novum facilities, from protocol design to final report.

Associate Director of Operations

oLed phase 1 clinical research organization with 225 beds.

oEffectively managed 75+ generic drug protocol projects annually.

oDirected multi-site contact centers, clinic operations, pharmacy, compliance, quality control and SOP’s.

oLed 120 direct and indirect clinical/medical workforce and managed $15M budget.

(XEROX) Affiliated Computer Services; Houston, TX 2005 – 2007

“Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide.”

General Manager

oDirected large-scale operations for this $1B business process outsourcing company, acquired by Xerox.

o$40m P&L accountability; achieved record high financial performance.

oDirected support operations for an 800-seat Contact Center employing 1,100 employees.

oRaised Call Center rating to #5 out of 50 national Call Centers for worldwide telecommunications company.

Sturner & Klein / Novo 1; Flagstaff, AZ 2002 – 2005

“Sturner & Klein offers B2B Telemarketing, Business Telemarketing, Inbound Telemarketing, Insurance Telemarketing, and International Telemarketing: a $30M operations and Call Center telemarketing company.”

Site Director

oDirected 400 employees throughout telemarketing / contact centers.

oManaged telesales projects for one of the world’s largest ISPs.

APAC Customer Services; Lacrosse, WI 2000 – 2002

“Founded in 1973, APAC Customer Services, Inc., an EGS Company, serves as a leading provider in customer care outsourcing solutions with global BPO services.”

Operations Manager

oOperations manager within 350 seat contact center.

oManaged programs/projects in customer support, inbound sales, and hospitality.

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