Client Service Business Development
Resume:
.Atlanta, GA
*****************@*****.***
PROFESSIONAL SUMMARY
BYRON JOHNSON DIRECTOR OF STRATEGIC ACCOUNTS
Sr. Resource Manager with 27+ years of distinguished performance in strategic account management and business development. Renowned for pioneering innovative client service protocols and strategic contract negotiations that have consistently driven multi-million dollar revenue growth and operational efficiency. Poised to leverage expertise in change management and market trend analysis to lead future initiatives that enhance client satisfaction and organizational success.
EMPLOYMENT HISTORY
JAN 2021 - PRESENT
Director, Strategic Accounts, Kelly Services, Inc. World Headquarters, Troy, MI
Manage operations for 50+ clients in various sectors, ensuring $300M+ in annual sales and client satisfaction. Lead Strategic Service Managers, driving $300M+ revenue across 230+ accounts with a 20+ member team. Direct National Accounts team, executing strategic plans with specific goals, enhancing client relations. Develop performance metrics, transforming operations to proactive, improving customer satisfaction. Achieve top performer status, reducing labor costs by $1M, retaining $20M+ in business annually. Boosted revenue by innovating client service protocols.
Analyzed market trends to direct team focus, increasing efficiency.
JAN 2012 - DEC 2020
Senior Strategic Manager Team Lead- Global Solutions, Kelly Services, Inc. World Headquarters, Troy, MI Directed and trained 30+ team members, optimizing resource allocation for a $750M+ account portfolio. Implemented tiered customer service structure, enhancing efficiency and client satisfaction.
Managed an additional $150M account portfolio, ensuring consistent high performance.
Developed strategic solutions to streamline operations, achieving measurable improvements.
Fostered a collaborative team environment, driving impactful results and growth.
Oversaw $150M account, enhancing operational efficiency by restructuring team roles.
JAN 2009 - DEC 2011
Senior Strategic Service Manager – Global Client Relations Team Lead, Kelly Services, Inc. World Headquarters, Troy, MI
Led $400M+ account portfolio service delivery, enhancing client satisfaction and operational efficiency. Managed and trained six direct reports, fostering a high-performing team and advancing career growth. Chaired Financial Shared Services & Global Solutions committee, centralizing resources and improving collaboration. Developed and implemented training programs for new hires, ensuring smooth onboarding and department readiness.
JAN 2006 - DEC 2008
Senior Account Service Manager for Corporate Accounts, Kelly Services, Inc. World Headquarters, Troy, MI Led strategic business reviews, managed Account Business Review process for top clients, ensuring branch readiness. Implemented action plans, attended meetings and site visits, driving projects from planning to execution. Created customized service delivery models, significantly boosting sales revenue and gross profit.
JAN 2001 - DEC 2005
Account Service Manager Corporate Accounts, Kelly Services, Inc. World Headquarters, Troy, MI Led service delivery for 500+ branches, improving customer satisfaction through data analysis. Supported training for field managers, resulting in enhanced staff retention and reduced turnover. Liaised between offices and client sites, ensuring timely responses and exceeding diversity goals. Piloted scheduling software, identifying cost-saving opportunities and improving safety records. Managed supplier relationships and conducted satisfaction surveys, acting as Safety Manager.
JAN 1997 - DEC 2000
Major Account Service Manager/Onsite Manager, The Bartech Group
Directed client services for Ford and GM accounts, managing a 300-400 temporary workforce on-site. Oversaw 24/7 work shifts, ensuring seamless operations and high client satisfaction.
Implemented strategic solutions, enhancing efficiency and reducing operational costs.
Fostered strong client relationships, resulting in long-term partnerships and repeat business.
EDUCATION
Bachelor of Science Business Administration, Ferris State University, Big Rapids, MI
COURSES
2015
Challenger Sales Training at Challenger Sales Training
2014
Talent Supply Chain Management at Talent Supply Chain Management
2015
Certified Life Skills and Career Readiness Mentor at Certified Life Skills and Career Readiness Mentor
2009
Richardson Consultative Training at Richardson Consultative Training
2005
Safety & Risk Avoidance at Safety & Risk Avoidance
SKILLS
Operational Effectiveness Account Management
Innovation Profit Improvement
Client Satisfaction Risk Mitigation
Business Development Marketing
Change Management Competitive Intelligence Positioning Strategic Contract Negotiations Coach/Mentor
ADDITIONAL INFORMATION
Key Professional Achievements
• Negotiated $170M contract renewal with a pricing increase.
• Generated $11M in Cost Ideation, leading to $5M in Cost Avoidance.
• Reduced client turnover from 30% to 10% monthly, surpassing 15% contractual goal, implementing root cause analysis via bi weekly conference calls.
• Maintained performance metrics: 97% fill rate, 98% on-time fill rate, and 95% account retention rate.
• Transitioned 20+ client sites to Kelly operations, recovered >$30K/quarter in lost conversion fees, mentored Business Development and Service Managers, and rebuilt the Master Vendor with a Technology service delivery solution.
Awards
2018 - Mentor of the Year – Winning Futures
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