Frontline Operations Leader, Customer Service Manager

Aubri Johnson

Customer Service Manager Frontline Operations Leadership Multi-Site & Union Environments Charlotte, NC 704-***-**** *****.*******@**********************.*** linkedin.com/in/aubri-johnson-755665348 Professional Summary

Operations leader with 16 years managing frontline, multi-site teams in high-volume, safety-conscious service environments, including 10+ years inside a unionized workforce (AT&T/CWA). Experienced coaching and developing frontline team members, managing escalations, running self-audits and root-cause reviews, and building the trust and accountability needed to keep an operation safe and reliable during demanding conditions. Currently transitioning a 16-year corporate and consulting career back into direct operational leadership. Relevant Experience

Founder / CEO — Executive Account & Operations Owner — ISP Consulting LLC, Charlotte, NC (Oct 2019 – Apr 2026)

• Built and led a 225+ agent frontline workforce across multi-site, multi-time-zone delivery centers (Jamaica, India, Philippines), with full P&L ownership and a zero data-incident record throughout tenure

• Coached and developed frontline team members and site leads on skill development, service quality, and adherence to client and company standards, improving CSAT 23% and reducing average handle time 17%

• Designed a QA and escalation-management system that cut escalations 60%+ by identifying root causes and correcting them at the source, rather than reacting case by case

• Built two frontline teams from the ground up — a door-to-door sales team and a call-center sales/service team — including hiring, training, and day-to-day supervision

• Coordinated across departments and outside vendors/agencies to keep operations running on schedule and within scope for enterprise clients including Spectrum, Chipotle, Lumen, DirecTV, and the U.S. Department of Education Vendor Manager, Southeast Region — AT&T, Charlotte, NC (2013 – 2019)

• Managed vendor/BPO partner performance and compliance across the Southeast region; ranked in the top 10% of AT&T Vendor Managers nationally

• Held vendor partners accountable to safety, quality, and service standards while maintaining the day-to-day relationships needed to resolve issues before they escalated

Zone Manager — AT&T, Charlotte, NC (2008 – 2013)

• Led multi-site call center operations including workforce planning, scheduling, and frontline leadership within a unionized

(CWA) workforce — hands-on daily familiarity with collective bargaining agreement rules and how to apply them in real interactions with team members and local union leaders

• Set expectations for frontline leaders and team members, communicated the reasoning behind policy and procedure, and ensured consistent adherence across multiple sites

• Managed rotating shift coverage, including weekends and holidays, to keep multi-site operations staffed and running Sales & Service Manager — AT&T, Charlotte, NC (2005 – 2008)

• Led a team of 15+ frontline agents; 4-time Pinnacle Club Award winner for team performance

• Handled escalated customer issues directly and stayed visible on the floor for the team when problems came up Call Center Sales & Service Representative — AT&T, Charlotte, NC (2003 – 2005)

• Ranked #2 nationally among AT&T reps; 293% quota attainment Skills

• Frontline coaching, mentoring, and team development in high-volume, fast-paced operations

• Familiarity with collective bargaining agreements (JCBA-type environments) and applying contract rules in daily frontline interactions

• Escalation management, root-cause review, and self-audit-driven process improvement

• Multi-site workforce planning, scheduling, and rotating-shift coverage

• Cross-department and cross-agency coordination to keep operations safe, efficient, and on time

• Microsoft Office (Word, Excel, PowerPoint, Outlook); Salesforce; Tableau Education

High School Diploma — Santa Fe College (dual enrollment), Gainesville, FL

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