Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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George Johnston

Cumming,GA

Summary

Focused Operational Leader offering over 33 years of experience in various customer service roles and adept at crafting and executing strategies to improve operational efficiency and customer experience by leveraging technology and data analytics. I am a servant leader focused on building, developing and leading the team to be trusted partners that drive consistency in production, quality and cost targets. Vast global experience in leading large onshore and offshore partner operations teams.

Overview

34
34
years of professional experience

Work History

Head of Customer Global Business Services

United Parcel Service, UPS
Atlanta, GA
06.2021 - 12.2023
  • Led Transformation Projects to restructure and integrate the Global Customer Service Operations, Process and Strategy Teams by meeting or exceeding targets in quality, production and costs
  • Drove various continuous improvement projects to drive process efficiencies and improve customer experience that optimized both digital contact and live contact channels
  • Vast global customer operations experience in managing Europe and Asia Regions and built strategic partnerships with business process outsourcing companies.
  • Migrated 8000 representatives to Salesforce Service Cloud platform
  • Responsible for $300M annual operating budget and 12,000 employees

GBS Relationship VP

United Parcel Service, UPS
Atlanta, GA
01.2018 - 05.2021
  • Led team to develop key relationships within each Region and Function that shared services team supports.
  • Facilitated collaboration discussion and Quarterly Business Reviews with stakeholders.
  • Developed Operational Plans during Covid to meet fluctuating global volume trends.
  • Identified and developed new business opportunities through networking activities.

Asia and Europe Operations VP

United Parcel Service, UPS
Atlanta, GA
01.2015 - 12.2017
  • Tracked key performance indicators related to customer satisfaction, production, cost savings.
  • Analyzed customer feedback data to identify areas for improvement in service delivery processes.
  • Developed Transformation strategies to migrate work to lower cost models while protecting the quality of service for customers.

US Customer Operations VP

United Parcel Service, UPS
Atlanta, GA
01.2011 - 12.2014

Various Management Positions

United Parcel Service, UPS
Atlanta, MI
02.1990 - 12.2010
  • Held various positions at UPS beginning as a Business Development intern, promoted to part-time Customer Service Supervisor, full time Customer Service Supervisor, Account Executive, Corporate Special Assignment, Telecommunications and Customer Service Manager and Customer Service Director.

Education

Bachelor of Science - Business Administration, Administrative Management

Trenton State College
Ewing, NJ
05.1991

Skills

  • Operations Management
  • Business Partner Oversight
  • Process Improvement
  • Customer Experience Focused
  • Strategic Planning
  • Team Development
  • Global Sourcing
  • Budget Planning and Management
  • Acquisition Onboarding
  • Servant Leadership

Affiliations

  • 2012-2020 Board of Director for the Atlanta Better Business Bureau
  • 2021-2022 Board of Director for the BBB Foundation, Atlanta, GA
  • USA Swimming Official
  • Interests in Tennis, Golf and volunteer activities

Timeline

Head of Customer Global Business Services

United Parcel Service, UPS
06.2021 - 12.2023

GBS Relationship VP

United Parcel Service, UPS
01.2018 - 05.2021

Asia and Europe Operations VP

United Parcel Service, UPS
01.2015 - 12.2017

US Customer Operations VP

United Parcel Service, UPS
01.2011 - 12.2014

Various Management Positions

United Parcel Service, UPS
02.1990 - 12.2010

Bachelor of Science - Business Administration, Administrative Management

Trenton State College

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George Johnston