Mark Johnson
Tallmadge,OH
Summary
Dynamic and organized leader with a strong commitment to customer focus and a proven track record of achieving ambitious goals, solving complex problems, and fostering employee development. Expertise in driving employee empowerment, promoting inclusive diversity, and cultivating high-performance cultures through innovative thinking. Exceptional communication skills facilitate effective connections with stakeholders, anticipating their needs while ensuring progress on key initiatives. Proficient data analyst with a demonstrated ability to enhance customer satisfaction through strategic insights and actionable solutions.
Overview
21
21
years of professional experience
Work History
Business Process Owner – Quality and Training
Allstate Insurance Company
08.2024 - Current
- Analyzed quality trends and initiated targeted process improvements to optimize operational efficiency.
- Leveraged data insights to optimize services and operational activities while keeping key stakeholders informed.
- Redesigned processes with a strong emphasis on customer needs, resulting in improved client satisfaction ratings.
- Identified key areas for improvement through data analysis, leading to substantial advancements in service delivery.
- Designed comprehensive performance metrics to assess and enhance the impact of implemented solutions.
- Conducted thorough analysis of user feedback, integrating insights into ongoing process enhancement initiatives.
- Coordinated efforts with onshore and offshore leadership to achieve effective calibration and operational consistency.
- Authored and maintained robust documentation of procedures, fostering transparency and uniformity among various departments.
- Implemented comprehensive training programs for staff, reinforcing a commitment to continuous learning and organizational development.
- Supported onboarding processes for new hires and optimized training initiatives to improve employee performance.
Front Line Leader – Field Support
Allstate Insurance Company
09.2014 - 08.2024
- Developed and implemented strategic, customer-centric support solutions through KPI analysis and data evaluation.
- Conducted analysis of performance metrics to uncover trends, supporting ongoing improvement efforts.
- Analyzed departmental needs and developed comprehensive plans for resource allocation to optimize overall productivity.
- Led technology adoption initiatives, enhancing operational effectiveness and reducing response times.
- Championed cross-team and cross-center collaboration efforts, leveraging continuous improvement strategies to address complex challenges and optimize processes.
- Analyzed employee performance through regular reviews, identifying growth areas and setting tailored goals to enhance overall effectiveness.
- Provided regular reports to upper management, highlighting successes and challenges to support informed decision-making.
- Implemented strategies to improve customer satisfaction by addressing concerns promptly and providing exceptional service.
Senior Unit Supervisor – Talent Development
Allstate Insurance Company
12.2013 - 09.2014
- Facilitated training sessions for new staff, focusing on effective knowledge retention strategies and skill enhancement.
- Assessed employee performance and delivered constructive feedback to enhance productivity and morale.
Senior Individual Risk Associate – Underwriting
Allstate Insurance Company
08.2004 - 12.2013
- Championed profitability and enhanced customer experience as subject matter expert.
Skills
- Proven team management skills
- Continuous learning mindset
- Process optimization
- Persistence in difficult situations
- Critical analysis
- Creative thinking
- Inquisitive mindset
- Effective relationship building
- Data-driven insights
- Analytical problem-solving
- Effective communication
- Responsive to new challenges
Professional Accomplishments
- RMBC Leadership Excellence Award Nominee, 2021
- RMBC Leadership Excellence Award Nominee, 2018
- Front Line Leader of the Year Runner-up, 2019
- Allstate RMBC Hero Award for Inspirational Leadership, 2014
- Allstate RMBC Circle of Excellence Award for Process Improvements, 2007
Extracurricular involvement
- Employee Apprenticeship Mentor/Founding Member
- Development Days Coordinator and Facilitator
- Film Critic at Awardswatch.com and TheContending.com
- Member of Critics Choice Association
- Member of Allstate Pride ERG
- Member of Allstate Black Excellence ERG
Timeline
Business Process Owner – Quality and Training
Allstate Insurance Company
08.2024 - Current
Front Line Leader – Field Support
Allstate Insurance Company
09.2014 - 08.2024
Senior Unit Supervisor – Talent Development
Allstate Insurance Company
12.2013 - 09.2014
Senior Individual Risk Associate – Underwriting
Allstate Insurance Company
08.2004 - 12.2013