Lorie Johnson

Led a center of excellence specializing in BPO and customer contact services, encompassing both voice and non-voice customer service operations. Demonstrated success in enhancing customer relationships and integrating core values into all aspects of business operations. Passionate about developing individuals into successful leaders, recognizing the importance of a strong team in achieving operational goals.

• Identified and established KPIs to improve team efficiencies and sales strategies.
• Developed and analyzed cost vs. revenue metrics to monitor staff performance.
• Analyzed market trends and conducted GAAP analysis to update budgeting and forecasting.
• Cultivated and maintained industry relationships and customer partnerships to capitalize on opportunities and maximize business success.
• Communicated with industry partners to build valuable relationships and achieve operational targets.
• Revitalized business plans and realigned company objectives to increase overall profits.
• Expanded company sales and service reach beyond traditional continental boundaries, beginning transformation from regional to global organization.
• Emphasized and required people-centered leadership to promote employee value and respect.
• Formulated policies that improved operational efficiency and productivity.
• Managed financial operations, overseeing budgeting, forecasting and financial analysis activities.
• Provided oversight of all departments in order to ensure smooth operation of daily activities.
• Created effective communication strategies between management team members and employees at all levels of the organization.
• Cultivated a culture of collaboration among department heads to facilitate cross-functional project execution.
• Analyzed market trends to identify opportunities for growth within existing markets or new ones.
• Spearheaded efforts to enhance customer service processes while maintaining quality assurance standards.
• Identified problems and implemented solutions to better streamline operations.
• Led team in strategic executive-level planning.

Directed the day-to-day operations and provided strategic leadership for third party and commercial payments, correspondence, client reporting, client services, and remittance processing at iQor, a leading global business process outsourcing company. Led initiatives across diverse industries, including government, student loans, telecommunications, financial services, healthcare, insurance, and commercial programs

• Implemented and monitored internal control procedures.
• Directed business development initiatives, including acquisitions and joint venture agreements.
• Negotiated contracts with vendors for services, products and supplies.
• Managed financial operations, overseeing budgeting, forecasting and financial analysis activities.
• Identified problems and implemented solutions to better streamline operations.
• Led team in strategic executive-level planning.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our services.
• Developed and implemented automation strategies to improve production efficiency and cost savings.