FELICIA JOHNSON
Associate Director
Tucson,Arizona
Summary
Collaborative leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Qualifications include a Bachelor's Degree in Marketing with Master’s degrees in Communications and Marketing coupled 9+ years program management with a proven track record of managing multiple projects of various scopes and complexities.
Overview
22
22
years of professional experience
Work History
Associate Director - Quality/M&P/Process
AT&T
Tucson, AZ
04.2014 - Current
- Direct regulatory response processes for nearly 200+ governmental agencies; including Federal Communications Commission (FCC); State Regulatory Commissions and States Attorney General offices.
- Lead team of 12 skilled managers, supervising daily performance, initiating training and improvement plans and oversee projects that directly impact organization’s KPIs.
- Increased operational effectiveness of team and realized 98% on-time delivery of critical due dates for over 41K+ complaints.
- Restructured quality and metrics programs leveraging data driven strategies to improve efficiency and performance.
- Streamlined team's workflow; improved internal customer service capacity by 27% while exceeding service and quality standards.
- Developed successful cross-training program that allowed direct reports to quickly pivot to take on additional responsibilities; thereby, reducing handoffs with case management teams by 32%.
- Reduced complaint volumes by 18% and departmental expenses by 11%.
- Organized project roadmap to cross-train and integrate case management teams within department, resulting in operational efficiencies and 24% reduction in case volumes per manager.
- Partnered with cross-functional team to develop and implement department specific Salesforce CRM database used by over 400 agents.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Implemented and facilitated Customer and Employee Advocacy Team (CEAT) Development program for department. Participant driven program supported employees interested in advancing their skills and allowed them to proactively look for ways to position themselves for future career opportunities.
- Delivered training for staff development, change management and materials, process and technical controls.
Customer Service Manager / Team Lead
AT&T
Saint Louis, MO
10.2008 - 04.2014
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution within Office of the President.
- Reduced customer-impacting issues by 21%; implemented effective communication strategies and mitigation plans for customer sales, care centers, and technical divisions.
- Performed root cause analysis on resolved complaints to determine customer pain points and identified opportunities to enhance customer experience.
- Trained and regularly mentored peers on performance-oriented strategies and customer service techniques.
- Transitioned to Service Escalation Program (SEP) ascended into Team Lead role. Coached new team members on customer service techniques and provided feedback to improve scorecard results.
- As SEP team lead, devised tools and benchmarks to improve team performance and monitor production.
- Engaged with customers, partners and constituent groups to create positive, trusting and professional relationships.
Education
Master of Science - Marketing
Lindenwood University
Saint Charles, MO05.2019
Bachelor of Arts - Marketing
Lindenwood University
Saint Charles, MOMaster of Arts - Communication
Lindenwood University
Saint Charles, MO2019
Skills
- Project Management
- Strategic Planning and Alignment
- Budget Forecasting
- Change Management Process
- Strong Analytical Skills
- Relationship Management
- Strategic Goal Development
- Training and Development
- Planning Activities
- Oral And Written Communication
- Sales
- Staff Management
- Managerial Experience
- Scheduling
- Process Quality Review
- Quality Adherence
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are.
John R. Wooden
Timeline
Associate Director - Quality/M&P/Process
AT&T
04.2014 - Current
Customer Service Manager / Team Lead
AT&T
10.2008 - 04.2014
Master of Science - Marketing
Lindenwood University
Bachelor of Arts - Marketing
Lindenwood University
Master of Arts - Communication
Lindenwood University
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