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Call Center Customer Service

Location:
Greenville, SC
Salary:
Negotiable
Posted:
June 26, 2023

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Resume:

GARY D. JOHNSON

Greater Greenville, South Carolina Area www.linkedin.com/in/1garydjohnson

Cell: 706-***-**** adxxli@r.postjobfree.com

A data driven project leader with proven cross-functional abilities in financial analysis, operational change, data analytics, annual operating plan, capital investments and costing systems, in both service and manufacturing environments. A history of significant profit growth, volume, and innovation achievements, which demonstrate the ability to grow revenues, drive productivity, enhance operations, and improve customer satisfaction. Financial Analysis Business Acumen Excel Analytics Digital Transformation ERP Systems Implementation Project Management Team Leadership Operational Excellence Lean Six Sigma PROFESSIONAL EXPERIENCE

ADP - Tax Credits and PR Compliance, Augusta Georgia - $12B HCM Nov 2016 - Oct 2022 Principal Program Manager – Financial Analysis, KPI and AOP Member strategic PMO serving multiple clients and business units with ADP.

Lead cross-company communications, quarterly operations review, and annual fiscal planning process.

Implemented enterprise metrics and visualization dashboards at associate, manager, and leader levels.

Prepared complex Excel financial forecasting and business case models for annual planning.

Launched Effortless Quality Index program and enabled dramatic improvement in Net Promoter Score.

Orchestrated security improvement programs eliminating error opportunities yielding 3 Sigma improvement.

Collaborated cross functionally with worldwide team members in multiple countries.

Project lead for SAAS ID registration service model, $10M internal opportunity across 91 jurisdictions. TEXTRON SPECIALIZED VEHICLES / EZGO, Augusta Georgia - $1B Automotive Mfg Oct 2006 – Nov 2016 Program Director – Acquisitions and Capital Projects Directed company-wide strategic projects, for new products, organic growth, and new market acquisitions.

Mentored project leads in scope, planning, communications, risk mgmt and cost, improving time to market.

Identified $2M cost opportunity for operational consolidation of product platforms serving multiple markets,

Industry board member for governance and developing ANSI standards for Transportation Vehicle Association.

Prepared competitive survey and growth model, leading to strategic entry and subsequent acquisition. Marketing Director – Annual Operating Plan

Led $300M business unit product marketing, product roadmap, communications, branding, and worldwide sales channel support. Developed strategic 5-year annual operating plan for international golf and turf markets.

Redesigned 28 utility products, enabling new Cushman brand launch, and increasing purchase intent by 13%.

Implemented web-based print-on-demand proposal tool integrating pricing, product data, and brand messaging.

Launched marketing tools and products receiving CEO Innovation Award for outstanding market growth. Product Manager – Product Life Cycle

Managed product, price, promotion and placement across multiple product lines and brands. Spearheaded product positioning and customer segmentation increasing pricing by 10-15%. Lead product life cycle planning.

Developed value-based training modules and sales tools enabling channels to exceed targets by 40%.

Created a new electronic speed selection program, driving new revenue stream worth $500,000 annually.

Direct support for national account selling activities and competitive conversions. ASIAN VENTURES, TOMBERLIN COMPANY, Augusta Georgia - $100M Import/Export Jun 2005 – Sep 2006 Director of Operations - International Import/Export Led customer service, technical support, call center, whole goods and parts warehouse, international sourcing, logistics, regulatory compliance, and business licensing. Launched NetSuite web-based ERP System, including CRM, Customer Service and Finance modules reducing inventory turns and cash flows by 4 times. GARY D. JOHNSON

Cell: 706-***-**** adxxli@r.postjobfree.com

CLUB CAR, INGERSOLL RAND COMPANY, Augusta, Georgia - $500M Manufacturer Nov 1992-Jun 2005 Category & Product Leader

Led for all aspects of the marketing matrix including product development, pricing, promotion, and communications. Gathered competitive intelligence, managing the lead generation and fulfillment process, and all market research.

Launched tiered offerings, increasing pricing 10% to 30% and gross margins by 25%, for NOP impact of $20M.

Established CRM database and performance metrics, achieving 95% compliance in forecasting and market share. Warranty Services Manager

Managed $10M budget, technical call center, policies, supplier recoveries and world-wide distribution system.

Developed management reporting, increasing recoveries from $200,000 to $1,000,000 annually.

Automated vehicle registration system and battery test procedures, reducing backlogs from 6 months to 5 days. Cost Accounting Manager

Led budgeting, mfg efficiency, activity-based costing, JIT and Demand Flow, physical inventories, capital assets.

Implemented Activity Based Costing system, identified non-value costs equal to $15 million.

Reengineered the order entry process systems and organization, saving $400,000 annually. THE TIMBERMEN INC, Camak, Georgia $50M Wood Products Processing Jun 1989 – Oct 1992 Controller – Monthly Reporting and Annual Audits

Responsible for complete accounting/budget functions according to GAAP, including all governmental and financial reporting, cash management, payroll, accounts payable, accounts receivable, inventory controls, insurance, product costs, computerized fixed assets, and supervision of accounting staff.

Improved closing cycle from 30 to 3 days, reduced audit costs by 75%, Reduced property tax by 25%

Built computer program which tracked manufacturing efficiencies and produced 20% improvement.

Setup daily management report, tracking company-wide metrics for sales, inventory, and production. ADDITIONAL RELEVANT EXPERIENCE

ARTHUR ANDERSEN & CO, Atlanta, Georgia - Consultant, Audit and Tax CRS SIRRINE ENGINEERING, INC., Greenville, South Carolina - Staff Accountant Software SKILLS: Excel, PowerPoint, Access, SharePoint, Visio, Visual Basic, Salesforce, Tableau, SAP, MAPICS, Oracle, NetSuite, Tableau, Think cell, SQL, Jira, Microsoft Project, Workfront, Agile, ITIL EDUCATION & RELEVANT COURSES

Bob Jones University, BS in Accounting, English Minor, Greenville, South Carolina, Leadership Development, Center for Creative Leadership, Greensboro, North Carolina Ohio State Executive Growth Program, Columbus, Ohio Lean Six Sigma Certification, Textron University

OTHER TRAINING: Marcus Buckingham Strengths Based Leadership, Employee Diversity, Business Analytics, New Product Development, Cost Systems Design, Effortless Quality Index, Situational Leadership Model PROFESSIONAL AFFILIATIONS & ACCOMPLISHMENTS

Project Management Institute – PMP Certificate #56546, Active Since 2002 US Patents – Electronics (8554437) Automotive Design (D497,872 D498,704 D498,450 D498,436 D498,196)



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