Karen Johnston
Seattle
Summary
Dynamic Vocational Rehabilitation Counselor with a proven track record at DSHS Department of Vocational Rehabilitation, adept at fostering trust and rapport with clients. Skilled in contract negotiations and team leadership, I successfully managed a caseload of over 100 clients, driving impactful employment outcomes while promoting accessibility and inclusion.
Overview
19
19
years of professional experience
Work History
Vocational Rehabilitation Counselor
DSHS Department of Vocational Rehabilitation
08.2024 - Current
- Provide vocational rehabilitation counseling and case management to a caseload of students, youth, and adults with disabilities to assist them in achieving a competitive employment outcome.
- Provide vocational rehabilitation counseling and support
- Managed diverse caseload of 50-110 customers seeking DVR services, ensuring tailored support for each individual's employment goals.
- Conducted comprehensive assessments of customer needs to identify disability-related barriers to employment, facilitating targeted VR services.
- Arranged and interpreted results of diagnostic testing and vocational rehabilitation assessment tools to assist and counsel customers on their employment pathways.
- Assist customers in developing and implementing an Individual Plan for Employment and monitor progress toward completion of employment goals
- Lead group orientations, workshops, and related activities to facilitate informed choices and prepare customers for employment
- Maintain close working relationships with those who jointly serve DVR customers; promote DVR programs to the public and employers and conduct outreach in the community to share information about DVR services
Customer Service Manager
Access Transportation King County Metro
07.2017 - 04.2021
- Expanded and improved the quality assurance program with their call center who report on the call center’s staff recordings. Updated scripts and launched a 'deep dive' assessment per call-taker and integrated into monthly feedback sessions.
- Stewarded the team through Covid Phase 1-3, creating and deploying a remote workforce while exceeding performance standards.
- Fulfilled department service level agreements, consistently exceeding monthly metrics. Formed quality assurance task force to enhance oversight and skills in writing and editing customer correspondence.
- Enhanced hiring process by implementing a new assessment, side-by-side shadowing with call-takers, and a two-tiered interview process, reducing attrition by approximately 25%.
- Expanded on-board training process by including a tour of Lighthouse, prominent ridership, and improving the design of the training facility.
- Maintained and often exceeded the contract requirements for King County, averaging 98%+ (above contract service level requirement of 92%). 100% during the Pandemic.
- Participated in weekly collaborative meetings with King County to report on and improve performance.
- Included in a representative team of leaders to the BeFirst Awards in 2018 for the quality assurance partnership.
- Accountable for contract SLAs and programs, staffing, and collaboration with King County Metro.
- Managed Customer Service staff ensuring timeliness, accuracy and quality of work while achieving effective and courteous performance and maximizing service quality.
- Compiled and analyzed customer service phone reports daily, weekly, and monthly to ensure compliance with call volume and contractual obligations.
- Worked collaboratively with King County Accessible Services staff to design and implement regular customer satisfaction surveys to gather more detail on our customers’ impression of the services provided by the Access system.
Service Business Development Director
The Lighthouse for the Blind, Inc.
Seattle
01.2016 - 01.2017
- Developed annual national service business development plan, based on the overall Lighthouse strategic plan, and implemented it in cooperation with Communications & Service Business Dept.
- Grew service business opportunities through strategic relationship building and management.
- Created and implemented a business development strategy to grow and expand current service capabilities.
- Collaborated with VP of Comms & Service Business and CEO on implementing LH strategic plan, contributing to external communications, government relations, and service business development strategy.
- Worked with VP of Communications and other SLT to develop LH service business development strategies.
- Developed services opportunities aligning with financial goals of LH to support mission.
- Worked with VP of Government Relations on state use law as it pertained to service business.
Contact Center Director
The Lighthouse for the Blind, Inc.
Seattle
01.2008 - 01.2016
- Designed and launched Contact Center for Lighthouse, encompassing inbound and outbound call operations, inside sales, account management, calling campaign development, and community outreach.
- Developed Contact Center Plan to expand services and capabilities of both inbound and outbound call center solutions.
- Developed specialized outbound Call Center Support team for GPC, significantly improving customer service efficiency.
- Designed and launched a National Base Supply Center Inside Sales Program to maintain and grow sales and customer base.
- Created and administered ongoing training and development programs for staff, enhancing skills and service delivery.
- Staffed team exclusively with visually impaired or blind employees to promote inclusivity.
- Worked with technical staff for all IT requirements for Contact Center.
Customer Service and Sales Support Manager
The Lighthouse for the Blind, Inc.
Seattle
01.2007 - 01.2008
- Managed operations of small customer service call center, overseeing telemarketing and order entry for non-aerospace and aerospace orders to ensure efficient service delivery.
- Established policies, procedures and operating structure for: Contract Administration, Customer Service, Order Entry, and a Typesetting team who designed and implemented the Business Card Program.
- Administered all government customer contracts and sales orders.
- Administered all weekly and monthly reporting to GSA, MAS distributors and United Stationers.
- Collaborated with operations, inventory management, shipping, quality, IT, and accounting to align processes and fulfill stakeholder needs, enhancing overall customer experience.
- Developed customer satisfaction standards and implemented monthly surveys, delivering insights to management and Quality Director for informed decision-making.
- Documented all processes for AS9100 compliance and certification.
- Created a Wellness Pilot Program that morphed into a successful, on-going program.
Education
Masters of Vocational Rehabilitation Counseling -
Western Washington University
Bellingham, WA08-2026
Services Leadership Certificate -
WP Carey School of Business
AZ, USABusiness Development Certificate Program -
Foster School of Business
WAMaster of Fine Arts - Writing
Virginia Commonwealth University
Richmond, VAMaster of Science - English
Illinois State University
Normal, ILBachelor of Science - Arts and Literature
Illinois State University
Normal, ILSkills
- Experienced in customer service escalation
- Negotiator
- Contract and vendor negotiations
- Policy documentation
- Training and curriculum materials
- Equity and inclusion
- Highly effective team leader
- Team building
- Strong interpersonal communication skills
- Works effectively with diverse staff
- Remains calm under pressure
- Excellent writing skills
- Marketing collateral writing
- Creative arts publications
Community Service
- Social Enterprise Alliance (SEA), Board Member, WA, 2013-2016
- UW Consulting and Business Development Program, Advocate, 2017
Timeline
Vocational Rehabilitation Counselor
DSHS Department of Vocational Rehabilitation
08.2024 - Current
Customer Service Manager
Access Transportation King County Metro
07.2017 - 04.2021
Service Business Development Director
The Lighthouse for the Blind, Inc.
01.2016 - 01.2017
Contact Center Director
The Lighthouse for the Blind, Inc.
01.2008 - 01.2016
Customer Service and Sales Support Manager
The Lighthouse for the Blind, Inc.
01.2007 - 01.2008
Masters of Vocational Rehabilitation Counseling -
Western Washington University
Services Leadership Certificate -
WP Carey School of Business
Business Development Certificate Program -
Foster School of Business
Master of Fine Arts - Writing
Virginia Commonwealth University
Master of Science - English
Illinois State University
Bachelor of Science - Arts and Literature
Illinois State University