Johnny Spagnola
Gilbert,AZ
Summary
Diligent Executive with proven track record in strategic leadership and organizational growth. Expertly managed large-scale projects, driving significant improvements in operational efficiency while delivering world class customer and client experiences. Demonstrated excellence in team leadership, development, and financial oversight.
Overview
2026
2026
years of professional experience
Work History
Senior Vice President of Experience
Servbank (The Money Source)
Phoenix, AZ
2020 - Current
- Lead enterprise-wide customer experience strategy across servicing, collections, and support functions.
- Chair the AI Steering Committee, overseeing automation initiatives and vendor partnerships. Spearheaded adoption of AI Tech (e.g., Intelligent Virtual Assistant).
- Achieved operational efficiency on par with the top 10% of mortgage servicers, as validated by the SOSF 2025 benchmarking analysis.
- Transformed customer service performance, improving Net Promoter Score (NPS) to industry-leading levels, including a 72 NPS within the Client Relations team—an improvement of over 40 points.
- Delivered year-over-year gains in Net Promoter Score (NPS), Customer Satisfaction (CSAT) and One-Call Resolution (OCR), while expanding self-service options. 2025 KPIs: NPS 84.8 | OCR 93.1% | 98.5% CSAT | 4.5 Google
- Oversaw multi-site contact center operations, including international teams in Makati, Philippines and Mexico City, Mexico, integrating strong vendor and partner relationships.
- Directed strategic initiatives to enhance operational efficiencies and optimize resource allocation.
- Fostered cross-departmental collaboration to align business strategies with organizational objectives.
- Developed and executed strategic initiatives to drive business growth, resulting in higher revenues and market share expansion.
Vice President of Call Centers
The Money Source
Phoenix, AZ
01.2018 - 01.2020
- Managed high volume multi-channel contact center operations (Inbound, Outbound, Chat, Message Center, Social), driving KPI achievement and employee engagement.
- Introduced new technologies and recognition programs to improve performance and morale.
- Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
- Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs.
Director, Contact Center Operations
University of Phoenix
Phoenix, AZ
01.2002 - 01.2018
- Oversaw 550+ employees across multiple sites handling 1.5M+ monthly contacts.
- Led strategic planning, data analysis, and process improvement initiatives.
- Developed leadership programs and ushered in new technologies (Genesys, Salesforce, Five9, Avaya, SaaS CRM Development).
- Achieved consistent KPI performance and operational efficiency gains.
- Led strategic initiatives to enhance academic program offerings and improve student engagement.
- Mentored and guided department heads in developing leadership skills and enhancing operational efficiencies.
Education
MBA - Business Administration
University of Phoenix
Phoenix, AZ12.2026
BS - Management
University of Phoenix
09.2018
AA - Graphic/Web Design
Collins College
Tempe, AZSkills
- Strategic leadership
- Policies and procedures
- Operational excellence
- Artificial intelligence implementation
- Strategic planning and execution
- Customer service
- Default management
- Coaching and mentoring
- Staff development
- Workforce management
- Excellent communication
- Relationship building and management
Timeline
Vice President of Call Centers
The Money Source
01.2018 - 01.2020
Director, Contact Center Operations
University of Phoenix
01.2002 - 01.2018
Senior Vice President of Experience
Servbank (The Money Source)
2020 - Current
MBA - Business Administration
University of Phoenix
BS - Management
University of Phoenix
AA - Graphic/Web Design
Collins College