Camala Johnson
Marion,IA
Summary
Experienced operations and training leader with a background in program support, change management, and team development. Skilled in guiding cross-functional teams, improving service quality, and translating business goals into clear plans that strengthen execution, accountability, and collaboration.
Overview
28
28
years of professional experience
Work History
Program Analyst Bidding Support
Collins Aerospace Systems
Cedar Rapids, IA
01.2016 - Current
- Deliver measurable benefits by improving baseline program planning, reducing execution risks, and enhancing proposal efficiencies.
- Develop comprehensive reports tracking program progress, compliance, risk, and operational performance.
- Identify process inefficiencies and implement improvements that enhance service quality and streamline operations.
- Coordinate with cross-functional teams across a matrixed environment to align program goals, priorities, and workload distribution.
- Identified process inefficiencies, implemented targeted improvements that enhanced service quality and streamlined operations.
- Oversaw multiple ongoing initiatives, ensuring adherence to program quality standards and alignment with stakeholder expectations.
- Support organizational change efforts by assisting with implementation planning, communication, and troubleshooting during rollout of new processes or systems.
- Provide technical guidance and support to teams during project implementation and issue resolution.
- Coordinated communication across engineering, program teams, and leadership to strengthen cross-department collaboration.
- Facilitated effective communication between team members, fostering a positive work environment conducive to collaboration.
- Trained team members on new software tools, improving overall productivity and efficiency.
- Developed detailed project plans outlining tasks, timelines, dependencies, and resource requirements for successful execution of complex initiatives.
- Identified opportunities for process improvement, resulting in increased operational efficiency across the organization.
- Analyzed unstructured information to derive key insights.
- Led change management initiatives to ensure smooth transitions during periods of organizational growth or restructuring.
- Enhanced program efficiency by streamlining processes and implementing data-driven improvements.
- Fostered a a culture of continuous improvement, encouraging team feedback and suggestions on process enhancements.
- Developed and maintained comprehensive project documentation, ensuring all team members had access to necessary information for project success.
- Led cross-functional teams in execution of program initiatives, ensuring projects were completed on time and within budget.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
Manager of Training & Development
AT&T Call Center
Cedar Rapids, IA
01.2009 - 05.2010
- Directed call center training strategy to align onboarding, compliance, and performance standards with operational goals.
- Developed curriculum for customer service, systems navigation, and escalation handling across new hire and refresher programs.
- Led facilitators and trainers to ensure consistent delivery of coaching, assessments, and role-based learning.
- Implemented learning management workflows to track completion, certification, and training documentation.
- Partnered with operations leaders to identify skill gaps and refine development plans for frontline teams.
- Standardized quality assurance feedback into targeted coaching resources for improved call handling consistency.
- Oversaw continuous improvement of training materials, job aids, and process updates across contact center functions.
- Mentored training staff to strengthen facilitation skills, curriculum accuracy, and employee readiness.
- Recognized as a subject matter expert in training and development, often called upon to present at industry conferences and share insights on best practices with peers.
- Established a mentorship program, connecting experienced employees with newer team members for ongoing support and growth opportunities.
- Collaborated with department heads to identify areas of improvement and create targeted training initiatives.
- Implemented a performance management system that aligned employee goals with organizational objectives, promoting accountability and professional growth.
- Streamlined onboarding process for new hires, resulting in faster integration into the company culture and workflow.
- Created an employee recognition program to acknowledge exceptional performance in training completion, driving increased participation rates across the organization.
- Managed budgets allocated for training and development initiatives, ensuring efficient allocation of resources while maintaining high-quality programming standards.
- Enhanced employee skill sets by designing and implementing comprehensive training programs.
- Enhanced employee engagement by organizing workshops focused on soft skills such as leadership, communication, and problem-solving techniques.
- Improved overall company productivity by conducting regular skills assessments and addressing identified gaps through customized training sessions.
- Increased employee retention rates by developing personalized professional development plans for each team member.
- Managed new employee orientation training process for more than 100 employees each year.
Operation Manager
Nordstrom.com
Cedar Rapids, IA
03.2006 - 04.2008
- Led cross-functional teams across merchandising, supply chain, and store operations.
- Optimized store and distribution processes to improve speed, accuracy, and customer experience.
- Standardized operational procedures to strengthen consistency across locations and channels.
- Directed omnichannel operations, aligning fulfillment, inventory, and service workflows with business priorities.
- Monitored performance dashboards to identify bottlenecks and drive corrective action.
- Implemented workforce planning practices to balance staffing with demand fluctuations.
- Collaborated with technology teams to enhance order management and inventory visibility.
- Coached managers on operational execution, service standards, and process improvement.
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Improved overall productivity with the introduction of innovative process improvement initiatives.
- Led cross-functional teams to achieve company goals, fostering collaboration and communication.
- Automated manual processes using technology solutions, increasing accuracy and efficiency within operations.
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Facilitated change management efforts, guiding teams through periods of transition and growth.
- Implemented risk assessment procedures to minimize potential disruptions across all areas of operation.
- Developed comprehensive training programs for staff, enhancing team performance and skill sets.
- Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members.
Operations Customer Service Manager
US Celluar
Cedar Rapids, IA
05.1998 - 02.2002
- Led customer service operations, resolving escalated account, billing, and service issues with consistent accuracy.
- Trained and coached representatives on policies, systems, and service standards to improve handling quality.
- Monitored call center workflows, balancing staffing needs with service levels and customer demand.
- Implemented process improvements to streamline case resolution, order processing, and issue follow-up.
- Coordinated cross-functional support with billing, technical, and retail teams to close complex customer concerns.
- Reviewed service quality, identifying trends and reinforcing compliance with company procedures and expectations.
- Managed scheduling, performance feedback, and daily task assignments to maintain operational consistency.
- Escalated unresolved issues through appropriate channels while maintaining customer satisfaction and team accountability.
- Enhanced customer satisfaction by streamlining operations processes and implementing effective communication strategies.
- Reduced response times for customer inquiries by creating efficient workflows and prioritizing tasks.
- Revamped outdated company policies on customer interaction, leading to increased brand loyalty and repeat business.
- Implemented quality assurance measures to ensure consistent delivery of top-notch customer support services.
- Managed daily operations of a high-volume call center, maintaining exceptional service standards and minimizing downtime.
- Optimized resource allocation by analyzing data trends and adjusting staffing levels accordingly, reducing operational costs.
- Coordinated cross-functional teams to resolve complex customer issues, resulting in improved client retention rates.
- Spearheaded initiatives to improve employee engagement, fostering a positive work environment that boosted overall team morale and performance.
- Evaluated employee performance on an ongoing basis providing constructive feedback and implementing personalized development plans that strengthened the team's capabilities.
- Led by example, fostering an environment of accountability and excellence while maintaining open lines of communication with staff members to address concerns promptly.
- Established performance metrics for the customer service team, driving continuous improvement and accountability.
- Championed process improvements within the department using lean methodologies which led to reduced waste and increased efficiency in daily operations.
- Resolved escalated customer complaints with diplomacy, resulting in amicable solutions that maintained long-term relationships.
- Developed comprehensive training programs for new hires, ensuring seamless integration into the team and increased productivity.
- Collaborated with sales teams to identify growth opportunities and develop targeted marketing campaigns that increased revenue streams.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Education
Associate of Arts - Business Administration And Management
Hamilton College
Cedar Rapids, IA06-1988
Associate of Arts - Business Administration And Management
Kirkwood Comunity College
Cedar Rapids, IA02-1989
Skills
- Project management
- Business process improvement
- Requirements gathering
- Risk analysis
- Budget planning
- Process mapping
- Analyze data
- Risk assessment
- Strategic thinking
- Ongoing improvement
- Stakeholder engagement
- Strategic planning
- Crisis response
- Train staff
- Strategic planning
- Multitasking
- Project organization
- Team synergy
- Time management
- Attention to detail
- Multitasking
- Reliability
- Organizational skills
- Active listening
- Cross-functional collaboration
- Relationship building
- Organizational oversight
- Teamwork
- Crisis response
- Leadership training
- Interpersonal skills
- Change management
- Performance enhancement
- Performance oversight
- Program development
- Program administration
- Develop training programs
- Analyze data
- Cross-functional leadership
Timeline
Program Analyst Bidding Support
Collins Aerospace Systems
01.2016 - Current
Manager of Training & Development
AT&T Call Center
01.2009 - 05.2010
Operation Manager
Nordstrom.com
03.2006 - 04.2008
Operations Customer Service Manager
US Celluar
05.1998 - 02.2002
Associate of Arts - Business Administration And Management
Kirkwood Comunity College
Associate of Arts - Business Administration And Management
Hamilton College