BERNARD “BERNIE” JOHNSON

Memphis, TN *****

Senior Operations Leader

EXECUTIVE SUMMARY

Dynamic and innovative senior level corporate executive equipped with a wealth of experience in achieving operational success. Possessing a progressive aptitude for business process mapping, organizational change management, strategic planning, and compliance. Acting as a major contributor and driver of revenue within various organizations. Skilled in people development, with a passion for conceptualizing strategic direction and developing tactical business plans to stimulate profitable growth.

AREAS OF EXPERTISE

Mentoring, Reporting, KPI Management, Integrations, SOPs, Continuous Improvement, Risk Management, Safety

Growth Initiatives, Presentations, Analyzing Data, Global Initiatives, CRM, SLA’s, Logistics, Capital Expenditures

Fast-Paced Environments, Crisis Management, Talent Management, Sales Plans, Communications, Accountability

Multi-site, Global Operations Management, Kaizen Techniques, Project Planning, Pricing, Cost Control Strategies

Direction, Training & Development, Strategic Planning, ROI Improvement, Turnaround Strategy

PROFESSIONAL EXPERIENCE

Jackson Hewitt Tax Service Inc.

Assistant District Manager

2017 - Current

Championed the oversight of daily activities for multi-unit seasonal tax offices. Scope includes marketing, employee development, recruitment, retention and expense control.

Audited location sales performance and data trends to improve underperforming areas.

Maximized branch revenue by optimizing daily operations.

Analyzed regional market trends to discover new opportunities for growth.

Catholic Diocese of Memphis

Substitute Teacher

2016 - 2017

Cultivated and strengthened positive relationships with students, parents and teaching staff.

Instructed elementary school students from Pre-K 3rd grade in subjects such as math, language arts, science, social science and religion.

Engaged students in discussions to promote interest and drive.

Worked with fellow teachers to develop cohesive educational plans and improve support for diverse students.

Leveraged diverse instructional strategies and hands-on activities to engage students and boost understanding of material.

Johnson Consulting

Consultant

2010 - 2016

Improve financial results for small-businesses, call center operators by leading training sessions that address financial controls, balance sheets, P&L accountability, and cash flow statements.

Captured a 15% cash flow increase reached for legal research firm by implementing slow-pay controls that eliminated delinquent accounts in 90 days and enabled client to pay LOC in full.

Secured 12% revenue growth generated in first four months that restored client's credit and business reputation by implementing procedures for A/P, A/R, and pricing.

Maintained a12% abandoned call rate reduction for health services call center realized by increasing technology use and re-engineering call flow based on language indicator experience.

Just One You Empowerment Coaching, Ltd

Personal Coach & Consultant

2007 - 2010

Extended life coaching services for individuals and businesses across multiple disciplines to improve employee development, leadership, and project management skills.

Achieved over 25% of clients being promoted to leadership positions after conducting employee development sessions.

Notably assisted 70% of clients to the place of qualifying for loan modification by assisting them in preparation of required financial documents and negotiating new terms with debt holders.

Tracked coaching sessions, plans, behaviors and issues with non-compliance for each client.

Wachovia Corp

VP Customer Administration

2005 - 2007

Overseer to 180-member customer service division for subprime mortgage business unit with $10 million budget for $56 billion, fourth-largest, full-service, U.S. national bank with 80,000 employees.

Pioneered over $1.5 million in service-fee income saved by developing action plan to improve key call center metrics.

Outpaced previous customer satisfaction records capturing a 11.6% customer satisfaction increase.

Systematically decreased operating expense by 8%.

Solidified an 89.7% ASA improvement from 195.5 seconds to 20.13.

Promoted and inspired an 11.6% increase in first call resolution.

Fleet Boston Financial

Site Manager

2003 - 2004

Oversaw the 289-member organization at credit card collection site with $11 million P&L accountability for ninth-largest, full-service regional U.S. bank with $97 billion in assets and 50,000 employees.

Decreased Staff expenses to $60,000 after reengineering collections strategy and driving vendor accountability.

Secured a 60% processing time reduction in change of credit terms and 90% customer complaint decrease achieved within 60 days by implementing automation and process controls.

Averaged a 14% higher call center scorecard results over six other centers.

450,000 cost reduction and 27% productivity increase generated by reengineering work force management, reducing schedules from 200 to 14, and eliminating 15 FTE.

Saks Incorporated

Director of Collections

1999 - 2002

Provided executive leadership for 130-member, $5.2 million, credit card collection organization for $2.1 billion, 46-store, high-end, U.S. retailer with 13,000 employees.

$1.5 million saved over 12 months by developing loan modification criteria for hardship accounts that eliminated $650,000 loss in first six months after implementation.

$420,000 delinquency reduction (7% under goal) achieved in eight months by reengineering work schedules, increasing technology use, and reallocating human capital.

$75,000 overtime reduction realized by re-engineering schedules to include evenings and weekends as normal shifts vs. overtime hours.

192% increase in recovery income reached in first six months by implementing new bad debt strategy based on best practices that became company standard.

EDUCATION & CERTIFICATIONS

BA, Psychology, University of Iowa

Certified Trainer - Customer Relations, Leadership, Achieve Global

Instructor Credentials - Business and Management, California Community Colleges

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