Customer Service Quality Assurance

Lorie Johnson

Senior Executive of Operations and Client Services

**********@***.*** • 614-***-****

https://www.linkedin.com/in/loriejohnson1 • Pataskala, OH 43062

Accomplished and results-driven leader with extensive experience in leading BPO and customer contact centers, driving strategic operational direction, optimizing processes, and elevating client satisfaction.

Expertise in customer service operations, workforce administration, quality assurance, and customer relationship management. Skilled in building and maintaining client relationships, delivering exceptional service, and understanding needs. Proficient in introducing new technologies and methodologies to drive growth and efficiency. Expert at talent development, performance management, and cross-functional collaboration. Demonstrated success in achieving cost reductions, revenue growth, and market expansion through strategic planning and decision-making.

Areas of Expertise

Strategic Operations Leadership

Client Relationship Management

BPO & Customer Contact Centers

Workforce Administration

Continuous Process Optimization

Cross-functional Team Leadership

Cost Reduction Strategies

Quality Control & Assurance

Technology Integration & Innovation

Professional Experience

Support Services Group (formerly known as HKT Teleservices), Grove City, OH 2019 – 2024

Vice President of Operations and Client Services

Led a BPO and customer contact services center of excellence as well as oversaw voice and non-voice customer service operations. Spearheaded strategic operational direction, encompassing customer service, collections, workforce management, quality assurance, and client relationship management. Headed cross-functional teams to drive process improvements, enhance efficiency, reduce costs, and elevate client satisfaction. Built and maintained client relationships by delivering exceptional service and understanding relevant needs. Introduced new technologies and methodologies to optimize processes and foster growth. Oversaw client contracts and developed new Requests for Proposals (RFPs) aligned with company objectives. Guided workforce management teams across multiple locations to enhance performance and reduce costs. Produced monthly client forecasts to monitor profitability. Revamped and implemented company attendance policy. Collaborated with the training department to develop leadership training programs. Analyzed and strategically restructured existing workflow processes to streamline operations and boost productivity. Established clear communication channels and protocols between leadership, teams, and departments for collaboration and information flow. Designed and implemented key performance indicators to track operational performance. Streamlined and optimized back-office processing operations.

Noteworthy Accomplishments:

Cultivated a high-performing workforce by developing and executing talent strategies focused on leadership training and performance management.

Seized emerging opportunities and mitigated potential threats by proactively adapting business strategies and operational plans.

Achieved a 20% reduction in operational costs through company P&L oversight, process optimization, and resource allocation.

Enhanced revenue growth and market expansion through strategic planning and decision-making with senior leadership.

Directed and mentored 50 leaders and 700 frontline associates to promote accountability, collaboration, and excellence.

Managed a $23.5M annual budget, payroll expenses, and cost of goods sold for a 750+ associate team.

Successfully instituted and executed a company-wide bonus plan to incentivize performance.

Exceeded client service level agreements and maintained a 95% customer satisfaction rating.

Elevated client retention and contributed to a 15% increase in contract renewal rates.

iQor, Columbus, OH 1999 – 2019

Vice President of Processing

Directed operations and provided strategic leadership for third-party and commercial payments, correspondence, and client reporting. Managed all HR functions, including benefits, recruitment, payroll, and accounts for clients and vendors. Coordinated training programs and established a new payment applications department. Developed and enforced standard operating procedures to ensure client contract compliance. Oversaw credit card chargebacks, reduced debit occurrences, and mitigated financial risks. Steered all payment and correspondence vendors, including banking, credit card processors, ACH providers, check-by-phone services, credit bureau agencies, and online payment portals. Designed, developed, and supported the company’s new software suite, encompassing payment and correspondence automation, compliance rules automation, imaging, and client remittance process automation. Collaborated with cross-functional teams to refine requirements, streamline processes, and enhance system functionality.

Noteworthy Accomplishments:

Achieved annual cost reductions through reorganization and process improvements.

Saved $750,000 annually by selecting and implementing a new credit card processor.

Applied a new convenience fee structure to offset processing fees and optimize revenue.

Guided the rapid growth of a new office by expanding the team to 120 full-time employees within 60 days.

Successfully transitioned positions offshore to the Philippines and India as well as saved $974,000 annually.

Introduced electronic check by phones as an alternative payment option to enhance payment channels and customer convenience.

Spearheaded client audits with a perfect 100% satisfaction rating to enhance company reputation and market standing.

Implemented 21 legacy systems to foster an innovative culture and technological advancement within the organization.

Conducted complaint handling processes for CFPB, Better Business Bureau, and Attorney General complaints in adherence to regulations throughout resolution.

Delivered focused training sessions to equip employees with essential skills for utilizing the 21 systems, resulting in heightened productivity and operational efficiency.

Education

Coursework in Business Management, Ohio University, Lancaster, OH

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