Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Amy Johnston

Castle Rock,CO

Summary

Dynamic and strategic leader with a proven track record of developing and executing customer support strategies that enhance customer experiences while aligning with organizational goals. Adept at leading high-performing teams, optimizing support processes, and fostering cross-functional collaboration to drive product and service enhancements. Known for leveraging data-driven insights to improve performance and scalability in fast-paced growth environments.

Overview

13
13
years of professional experience

Work History

VP Customer Service & Support

Pearson
12.2016 - Current
  • Lead transformation of call center operations, resulting in [specific outcome].
  • Developed and executed strategies that improved customer satisfaction by [percentage].
  • Achieved [specific outcome] in cost savings through process optimization and resource allocation.
  • Direct team of [number] call center managers and supervisors, fostering collaboration and professional growth.
  • Implemented technology solutions that improved agent productivity and enhanced customer interactions.
  • Collaborated with executive leadership to align call center goals with overall business objectives.
  • Manage call center budget of $21M, optimizing resource allocation and cost efficiency.

Director Customer Service & Support

Pearson
05.2011 - 11.2016
  • Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
  • Collaborated with cross-functional teams for smooth running of customer service operations.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Coordinated customer service team projects, achieving successful on-time completion.

Education

Bachelor of Science - Psychology

University of South Dakota
Vermillion, SD
06.1998

Skills

  • Customer Support Strategy Development
  • Team Leadership and Management
  • Customer Experience Enhancement
  • Performance Tracking and Reporting
  • Cross-Functional Collaboration
  • Data-Driven Insights
  • Process Improvement
  • Vendor Management
  • Scalability and Growth Strategies
  • Excellent Communication Skills

Accomplishments

Accomplishments: Chosen for Lead for Succeed program

Timeline

VP Customer Service & Support

Pearson
12.2016 - Current

Director Customer Service & Support

Pearson
05.2011 - 11.2016

Bachelor of Science - Psychology

University of South Dakota

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Amy Johnston