Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Johnny Hall

SMYRNA,TN

Summary

Dynamic and results-driven professional with over twenty four years of experience in customer service leadership and operations management within Verizon. Proven track record in managing high-performing teams, driving customer satisfaction, and optimizing business processes. Adept at utilizing data analytics to identify performance trends, implement action plans, and influence customer experience key performance indicators (KPIs). Skilled in coaching, training, and developing leaders to improve performance and foster a culture of excellence. Dedicated to creating premium customer experiences while supporting business objectives.


Overview

24
24
years of professional experience
1
1
Certification

Work History

Senior Manager Tier II Support for Messaging/Social Media

Verizon Communications
03.2019 - 11.2024
  • Directed a team of Technical Support Managers, ensuring the achievement of customer satisfaction goals across messaging, social media, email, and text channels
  • Evaluated team performance, identifying coaching needs and creating personalized development plans to close skill gaps
  • Worked closely with cross-functional teams to improve operational efficiency and enhance the customer journey from start to finish
  • Collaborated with resource management to ensure proper staffing, skill allocation, and adherence to scheduling for smooth operations
  • Conducted performance reviews and one-on-one sessions, providing guidance and constructive feedback to support individual and team development
  • Identified performance gaps by analyzing operational workflows and employee feedback.
  • Provided strong leadership to enhance team productivity and morale.
  • Led cross-functional teams to achieve project milestones and deliver high-quality results.

Technical Support Manager

Verizon Communications
10.2013 - 03.2019
  • Led Tier II analysts in providing exceptional customer support through multiple channels, including phone, email, and messaging, while maintaining high service standards
  • Fostered strong alignment across the team and leadership, ensuring clear priorities and communication across all operational levels
  • Analyzed performance trends, pinpointed gaps, and devised targeted action plans to improve KPIs and customer satisfaction
  • Championed training programs aimed at enhancing leadership coaching skills and improving service delivery
  • Designed solutions to resolve complex customer issues such as billing inquiries, technical support challenges, and promotional discrepancies
  • Utilized data analytics to propose process improvements, collaborating with leadership to enhance policies and systems for better customer experiences

Operations Manager

Verizon Communications
06.2007 - 10.2013
  • Managed a team of operations support representatives, leading them to meet and exceed service goals while maintaining high internal support standards
  • Conducted performance assessments, identified coaching opportunities, and developed tailored training to elevate team skills
  • Partnered with cross-functional teams to identify areas for improvement in processes, aiming to enhance the end user experience and streamline operations
  • Collaborated with senior management to ensure appropriate staffing and adherence to schedules, optimizing operational efficiency
  • Conducted process audits to identify areas for improvement and implemented best practices.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Delivered regular feedback and coaching to team members, driving continuous improvement and fostering professional growth

Customer Service Manager

Verizon Communications
12.2005 - 06.2007
  • Led customer service teams to meet operational and service goals, focusing on achieving superior customer satisfaction
  • Identified team development opportunities, delivered tailored coaching, and implemented personalized training programs to address performance gaps
  • Worked cross-functionally to enhance processes and improve the overall customer experience, from initial contact to issue resolution
  • Collaborated with resource management to ensure that the team was properly staffed and schedules were optimized for efficiency
  • Provided consistent performance feedback, helping team members to develop professionally and improve individual performance
  • Analyzed customer feedback to identify areas for service improvement and implement changes.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.

Consultant for Local Number Portability and Operations

Verizon Communications
06.2003 - 06.2005
  • Delivered top-tier customer service, addressing complex inquiries related to billing, technical support, and promotions
  • Resolved challenging customer issues, providing customized solutions to ensure high satisfaction and long-term loyalty
  • Exceeded performance targets, contributing significantly to team and company-wide success
  • Assisted in the implementation of new operational procedures to ensure alignment with business objectives and customer service excellence
  • Researched industry best practices to recommend innovative solutions tailored to client needs.
  • Delivered actionable recommendations, enhancing operational processes based on comprehensive analysis of client challenges.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.

Customer Service Supervisor

Verizon Communications
09.2000 - 06.2003
  • Delivered top-tier customer service, addressing complex inquiries related to billing, technical support, and promotions
  • Resolved challenging customer issues, providing customized solutions to ensure high satisfaction and long-term loyalty
  • Exceeded performance targets, contributing significantly to team and company-wide success
  • Assisted in the implementation of new operational procedures to ensure alignment with business objectives and customer service excellence
  • Facilitated knowledge-sharing sessions for team members to enhance skills.
  • Conducted performance reviews to promote professional growth within team.

Education

Sociology

University of Washington
Seattle, WA

High School Diploma -

Curtis High School
University Place, WA
05-1992

Skills

  • Team Leadership & Development
  • Customer Experience Management
  • Performance Analytics & Process Improvement
  • Cross-functional Collaboration
  • Call Center Operations
  • KPI Monitoring & Action Planning
  • Coaching & Mentoring
  • Issue Resolution & Troubleshooting
  • Stakeholder Management
  • Resource Management & Scheduling
  • Training & Quality Assurance
  • Strategic Problem Solving

Certification

  • Verizon Lean Six Sigma - Green Belt project management certification
  • Ascend Leadership Training and development program
  • Achieve Leadership and process improvement certification

Additional Information

Flexibility to work in a hybrid environment, with the ability to adapt to evolving business needs and responsibilities., Experienced in MS office applications., Experienced in utilizing Google Suite and other productivity tools., Experienced in billing systems, time management, and other operational tools., Strong focus on confidentiality and integrity in handling sensitive customer and business information.

Timeline

Senior Manager Tier II Support for Messaging/Social Media

Verizon Communications
03.2019 - 11.2024

Technical Support Manager

Verizon Communications
10.2013 - 03.2019

Operations Manager

Verizon Communications
06.2007 - 10.2013

Customer Service Manager

Verizon Communications
12.2005 - 06.2007

Consultant for Local Number Portability and Operations

Verizon Communications
06.2003 - 06.2005

Customer Service Supervisor

Verizon Communications
09.2000 - 06.2003

Sociology

University of Washington

High School Diploma -

Curtis High School

Similar Profiles

CREATE PROFILE
Johnny Hall