Customer Service Contact Center

Curtis Johnson

214-***-**** ****************@*****.*** linkedin.com/in/curtisjohnson1

OBJECTIVE

Results-oriented professional with 15+ years dedicated in contact center management. Proven experience with teams of 10-40 subordinate employees seeking to apply my abilities to a position of leadership. This includes working with Sales/Service/BackOffice/Collections/Dispatch functions. Project management experience in implementing multiple projects in 300 seat contact centers.

Core competencies include:

Staffing & Hiring Coaching/Mentoring Customer Service/Satisfaction

Project/Change Management Performance Improvement Performance Appraisals

Training Recognition Programs Employee Mentorship

PROFESSIONAL EXPERIENCE

Mphasis, Dallas/Fort Worth Area

Unit Manager December 2023 – March 2025

Responsible for migrating CIB, CCB, PB book of Business of approximately 33K account in Treasury Management and Wealth Management.

Comprehensive knowledge of managing teams through day-to-day responsibilities and providing executive level communications for escalated issues.

Creating solutions that support internal partner teams to address client issues, risk points, and client requirements.

Collaborate with various board leaders to ensure all objectives are implemented accurately and timely.

Ensure compliance with regulatory guidelines are being followed from disputes regulations, HIPPA, PHI, PCI, fraud prevention, money laundering, and BSA.

Caliber Auto Glass, Dallas/Fort Worth Area

Customer Service Supervisor Leader November 2022 – September 2023

Directed team of customer care/sales agents to ensure all customer inquiry and issues addressed. Leveraged coaching/feedback, action plans to close performance gaps, recognition, and performance as tools to meet and exceed goals.

Attended daily collaborative vendor meetings with senior client management.

Responsible for driving overall workflow production for daily results while keeping clients in the loop with daily feedback with real-time correspondence reporting.

Addressed unacceptable call levels by managing call frequency and targeted thresholds along with the realigning of call flow traffic with real time personnel.

CoreLogic, Dallas/Fort Worth Area

Customer Service Supervisor Leader March 2021 – June 2022

Managed team of customer care agents to ensure all customer tax inquiries and issues addressed to superior level of satisfaction.

Escalation points of contact for customers that required additional support.

Worked in tandem with other departments to ensure cohesive partnership in meeting organizational goals. Responsibilities included working with third party client developing/implementing synergist solutions.

Comerica Bank, Dallas/Fort Worth Area

Team Manager, First Level Officer November 2017- February 2019

Effectively, managed a staff of 12-15 agents, which includes ensuring employees follow procedures, understand, and comply with call center objectives, performance standards, polices, banking regulatory rules, and attendance management.

Successfully hired, trained, coached, and prepared call center agents to respond to customer questions and complaints and troubleshoot problems with services or products.

Managed call volumes and maintaining Service Level Agreements by making sure all agents were available and ready to handle calls.

Mastec Advanced Technologies, Dallas/Fort Worth Area

Trainer/Quality/Special Teams Supervisor August 2012- March 2017

Supervised teams of 15-30 dispatchers to ensure delivery of world-class customer and dispatch service, while meeting KPI’s through interactions with customers and contracting partners.

Facilitated new hire and ancillary training for department which ensured agents retained and provided accurate business knowledge while assisting customers.

Coordinated center wide recognition events, reporting directly to Contact Center Director.

Business Leader for startup project with multiple business partnerships with company

DIRECT ENERGY, Dallas/Fort Worth Area

Project Implementation Coordinator April 2009 - October 2011

Worked closely with cross-functional teams to ensure that Operations projects were clearly defined and implemented in a timely and cost-efficient fashion according to business needs. Achieved this through streamlining associate processes. Included analysis, procedural changes/enhancements, and training.

Effectively represented organization in pre/post conversion activities of Texas Platform Consolidation. This project consolidated 800K customer care accounts onto a single platform.

Transitioned Return Mail operations across states which result in $200K annual organization savings.

Awarded ’Texas Star Award’ by contact center Senior Leadership for positive contributions and cost savings initiatives to operations.

Business Readiness Lead for contact center implementation of new Telephony platform.

Led Issues Committee which resulted in 200+ changes focused on improving front line associate morale and call center enhancements.

Created training documents, daily updates, ad hoc communications which kept agents abreast of customer and organizational changes.

ALLIANCE DATA acquired by DIRECT ENERGY, Dallas/Fort Worth Area

Operations Supervisor October 2003 - April 2009

Effectively managed team with results of statistics consistently ranked in the top 25% through effective coaching and recognition of associates.

Increased team morale through recognition for all areas of success. In addition, department lead for multiple department recognition programs: “Movie Day”, “Summer Cookout”, “Spring Blowout”, “Quarterly Star Performers”.

Facilitated new hire training, conducted ad-hoc huddles which ensured associates retained and provided accurate business knowledge while assisting customers.

Mentored team associates to excel in career progression with results of many team members progressing upward in and outside organization.

Reduced department attendance deficiencies by 10% through a consolidated Attendance Desk pilot program. This involved consistent record keeping, prompt coaching sessions, and consistent performance management practices.

SPRINT COMMUNICATIONS, Dallas/Fort Worth Area

Sales/Service Supervisor 1996-2002

Led, coached, and motivated teams of 15-30 tier 1/tier 2 office associates to deliver exceptional customer services to clients.

Implemented Pacesetter and Manager’s Best Recognition Programs, which recognized associates, peers, and other department personnel.

Analyzed, authored, and presented customer satisfaction results for department of 200 associates with customer base more than 50,000.

Organized USAA/Sprint Partnership and Senior Leadership Operation Reviews with attendees ranging from 5-25 senior and Executive level personnel.

PROFESSIONAL DEVELOPMENT/TECHNICAL SKILLS

Business Management, Dallas County Community College, Texas

Leadership: The Leader as Coach/ Coaching for Improved Work Performance

Consultative Selling/Effective Presentations Skills

Decision Making and Problems Solving

Fifty-One-Minute Techniques to Better Communications

Understanding Project Management

Covey Leadership Seminar (Seven Habits of Highly Effective People)/Leadership Journey

Link 360 Management Assessment

Word, Excel, PowerPoint, Project, SharePoint, Outlook, PeopleSoft, Avaya, CMS, RTS, IEX

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