Customer Service Management

Robert M. Johnson CLSS

***** ***** *** ****, ************, IN 46236

317-***-**** ********@*****.***

EXECUTIVE SUMMARY

Top performing, hands-on executive with strong operations experience and a proven record of success in bolstering market share, increasing revenues and building collaborative work environments. Recognized as a motivational leader adept at improving performance in both single and multi-location markets through strategic planning, budget management, recruitment and retention of quality staff. A bottom line and outcomes oriented professional with emphasis on results, compliance and exceptional customer service.

OPERATIONS MANAGEMENT – KEY ACCOMPLISHMENTS

Built budgets yearly for multiple campuses in my region(s); increasing EBITA annually through sound expense control practices.

Proven track record in recruitment and retention of quality staff and campus leadership teams. Consistently achieved low turnover resulting in compliant, collaborative and profitable schools.

Formulated strategic plans to ensure campus, regional and company budgets and outcome goals were exceeded.

Consistently led organizations through periods of company restructuring and unprecedented industry-wide change while maintaining or exceeding all regulatory requirements.

Maintain current knowledge of regulations, accreditation standards and compliance requirements, ensuring full and ongoing adherence from multiple campuses across the country.

Adept at building, fostering and maintaining strong Community Relations which strengthen standing in local communities and increase market share.

PROFESSIONAL EXPERIENCE

Corinthian Colleges, Inc. /Zenith Education Group 2001 – 2015

Regional Vice President of Operations 2003 – 2015

Full operational and P/L responsibility for region comprised of thirteen campuses throughout the eastern and central United States with 6500 students and 650 professional staff and faculty. Managed a $100M operating budget and produced a 25% profit margin.

Successfully managed turnaround campuses in Michigan, Texas, Illinois and Massachusetts growing population from under 100 to over 1000 active students.

Installed cultures that focused on internal and external customer service excellence leading to consistent population growth, low turnover, full compliance and profitability.

Restructured internal processes and team focus resulting in profitability and exceeding outcome benchmarks at every campus in region.

Led ten start up campuses through initial staffing, training, and accreditation approvals from ACICS, ACCSC, and ABHES and State licensure in Massachusetts, Ohio, Missouri, Texas, Minnesota and Illinois.

Accepted regional VP positions in three different divisions during my tenure and increased profitability, retention, placement, and program offerings in each assignment.

Re-accreditation granted for every campus under my leadership throughout my Regional Leadership tenure.

Campus President 2001 – 2003

Grew newly acquired campus in Kalamazoo Michigan from 80 students to over 400 in eighteen months. Obtained regulatory approvals for five new programs, reduced monthly attrition to fewer than 3%, lowered bad debt to under 3% and increased graduate placement to over 85%. Increased EBITA to over 40% revenue by the end of year two as Campus President.

Collaborated with real estate and accreditation teams to locate, build out, gain necessary approvals and move campus students and staff to new and modern facilities within first year of assignment.

Recognized as Campus President of the Year by organization in fiscal year 2002.

Bartending Schools, Inc., Owner 1994 – 2001

Opened and operated campuses in Indianapolis and Fort Wayne, IN; Lexington, KY; and Champaign-Urbana, IL. Sold company to turnaround new campus acquisition of Corinthian Colleges in Kalamazoo, MI.

Midwest College, Campus President 1991 – 1994

Started up Indianapolis, IN campus offering programs in Business and Allied Health.

Grew campus population to over 300 active students within first 2 years.

Achieved bottom line profits of $2M after second year of operation.

EDUCATION

State University of New York, College at Buffalo Education

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