Ed Johnson

Work History

UPMC

Pittsburgh, PA

07.2022 - Current

Oversaw operations of central scheduling contact center teams across the academic system, specializing in Image Scheduling across all modalities. Indirect Report: 150
Working closely with Imaging Leadership and Access Leadership to guide scheduling strategy across multiple channels such as Direct Scheduling, Self Scheduling, Chat, and Inbound contacts.
Monitored office workflow to identify, design, and implement process improvements that increased schedule utilization, patient experience, and revenue.
Evaluated the success of training programs and recommended improvements to executive leadership to enhance effectiveness.
Oversaw QA operational activities such as sampling, inspection, and line monitoring, verifying compliance with prescribed fault rates and tolerance goals.

UPMC Health Plan

Remote

07.2019 - 07.2022

Work closely with various departments including marketing, compliance, and Pharmacy to develop workflows and strategies to improve member experiences around all interaction channels (voice, chat, web/email, face to face) with member service
Manage and develop leadership resources including supervisors and team leads to provide world class employee engagement to 110 FTE multi-channel contact center
Deploy technologies that enhance employee workflow, decrease repetitive functions, and improve overall efficiency
Manage telephony strategies and staffing scheduling to ensure compliance with CMS mandates while being conscious of budgetary needs.

John V Schultz/ Ashley Furniture

Erie, PA

05.2018 - 06.2019

Develop and deploy strategies to improve overall customer experience in retail and contact center environments.' Manage employee development cycle from hire, training, performance coaching and annual evaluations
Develop and implement a performance management process based on industry K.P.I standards including quality, service level and NPS
Grow contact center operations from 5 FTE to 14 FTE, manage asset acquisition and software upgrades to improve efficiency and add omni channel support capabilities
Address retail and telephonic escalations including corrective actions for Better Business Bureau.

Sutherland Global Services Work@Home

Remote

04.2016 - 05.2018

Develop action plans for effective coaching techniques for Team Managers, Support Members, and Agents
Utilize internal and client reporting to identify performance trends of various K.P.I's and deploy strategies to improve performance at the account, team, and individual levels.
Conduct internal and external stakeholder business reviews via weekly, monthly, and quarterly presentations.
Develop sales incentive programs that meet or exceed target R.O.I goals.
Ensure 100% compliance with HR requirements for onboarding, offboarding, and other employee relations for all 50 states.
Partner with Training, Workforce Management, Real-Time Adherence, Reporting, and Technical Support Teams to ensure optimal operating conditions to meet client expectations.
Maintain required licensing of accident, life, and health insurance for all assigned states and ensure compliance of the necessary workforce.

Sutherland Global Services, Syracuse

Syracuse, NY

10.2012 - 04.2016

Collaborate with Senior Consultants to identify key areas of improvement and develop action plans to drive results for entire site
Manage a Team of 30-40 agents including 2-3 Senior Consultants in exceptional technical support for various mobile devices
Manage PTO process for Multiple teams to ensure adequate staffing for predicted call volume
Address issues with hardware or software with GTI team, to ensure minimal impact to service level targets
Address policy and process violations via coaching or corrective action process as appropriate
Communicate with the client as required and complete all requested projects accurately and efficiently
Develop Senior Consultants through coaching to prepare them for leadership training via LEAD 100 curriculum.