Kendric Johnson
Covington,GA
Summary
Dynamic leader with a proven track record at Quartet Health, enhancing client engagement and driving growth through strategic initiative management and workflow optimization. Expert in Salesforce and virtual communication, I've successfully led teams to exceed client expectations, achieving an 80/30 team Service Level. Specializes in crafting client-focused solutions and fostering robust vendor relationships.
Overview
13
13
years of professional experience
Work History
Patient Engagement Specialist
Quartet Health
06.2023 - Current
- Execute a comprehensive engagement and communications strategy, ensuring strong adoption and ongoing engagement throughout the patient referral lifecycle
- Initiate a proactive 5-step procedure for customer outreach strategy to bridge the gap between customer support and organizational services, driving long-term customer retention and growth
- Convert customers into health champions to ensure clients and their employees utilize key product features to maximize success
- Oversee the onboarding process, incorporating customers’ voices through continuous feedback to maximize resource access and service success
- Drive provider engagement across the clinic success lifecycle by creating value measurement strategies to increase utilization of health services
- Streamline a successful referral process to manage 20 cases daily, proactively anticipating changing needs to ensure accountability of client health and maintaining optimal customer health scores
Customer Service Lead
Orkin
01.2018 - 11.2023
- Led proactive consultation among clients and internal team members, integrating customer engagement growth strategies, ensuring effective team selling, and improving sales-customer success handoff quality
- Performed needs and task analysis, scope projects, and evaluated existing communication channels to identify training approaches and content that met learning needs
- Spearheaded long-term customer relationship management via proactive consultative initiatives to address satisfaction and ensure continuity of experience as customers transition from prospect to client
- Established customer-specific education needs and developed custom training plans and programs on individual needs and metrics review, ensuring 80/30 team Service Level, adherence, and CSAT goals
- Improved gamification experiences and enhanced interaction with Verint, CMS, and Avaya applications to ensure reality-based scenarios, interactives, and simulations
District Sales Manager
PepsiCo, Frito Lay
01.2012 - 01.2017
- Created best practices guide for the top district sales team, launching direct-to-customer plans to optimize product adoption and positioning the store among the best district-wide
- Led engagement and activation of a cross-functional team to build on the vision, mapping customer journeys to integrate continuous improvement across the district
- Crafted and negotiated prime and partnership agreements to achieve mutually beneficial outcomes for forecasted upper management needs and clients' experience
- Created equitable training and resource guides, promoting frictionless touchpoints for sales representatives’ journeys by serving as the center of excellence
- Forecast external vendors and partner engagement trends and proactively establish improvement throughout customer touchpoints, reinforcing and increasing brand awareness
Education
Bachelor’s of Arts - Mass Media Communications
Georgia State University
01.2010
Skills
- Client Engagement Strategies
- Procurement and Vendor Oversight
- Client-Focused Business Solutions
- Data Analysis
- Workflow Optimization
- Strategic Initiative Management
- Quality Control Proficiency
- Retention Program Development
- Salesforce
- CRM
- Slack Collaboration Skills
- Proficient in MS Office
- Virtual Communication Expertise
Personal Information
Title: Customer Success Manager
Timeline
Patient Engagement Specialist
Quartet Health
06.2023 - Current
Customer Service Lead
Orkin
01.2018 - 11.2023
District Sales Manager
PepsiCo, Frito Lay
01.2012 - 01.2017
Bachelor’s of Arts - Mass Media Communications
Georgia State University