Matthew C. Johnson
Apollo Beach,FL
Overview
20
20
years of professional experience
Work History
Manager, BPO Relations
FIS
10.2025 - 04.2026
- Optimized vendor delivery reliability through implementation of comprehensive escalation frameworks.
- Developed KPI structures to enhance performance measurement and accountability.
- Spearheaded initiatives that resulted in significant improvements in customer satisfaction scores.
BPO Relationship Manager
TBO Bank
10.2025 - 04.2026
- Own enterprise BPO strategy aligning vendor performance with CX objectives
- Drive executive decisions through data-driven insights and reporting
- Implement governance models improving SLA adherence
Director of Operations
CGS, Inc.
07.2022 - 12.2023
- Directed operations with comprehensive P&L accountability.
- Implemented workforce optimization strategies to achieve over 10% cost reduction.
Site Director
RDI Corporation
05.2019 - 06.2022
- Directed operations with comprehensive P&L accountability.
- Implemented workforce optimization strategies to achieve over 10% cost reduction.
Skills
Led initiatives to optimize BPO strategies, driving improvements in service delivery Managed vendor relationships to foster collaboration and enhance performance Oversaw project execution to align with strategic objectives and stakeholder expectations
Managed P&L responsibilities to ensure operational efficiency and strategic growth
Oversaw contact center operations to ensure optimal customer support and satisfaction
Oversaw workforce management initiatives to enhance operational efficiency Led optimization projects that improved resource allocation and team performance Championed strategies to align workforce capabilities with organizational goals
Designed and implemented KPIs to enhance performance tracking and decision-making processes
Executed comprehensive strategies for customer experience (CX) transformation aimed at improving client satisfaction
Managed coordination of multi-site operations to ensure seamless functionality across locations
Analyzed expenditures and identified opportunities for cost reduction to optimize budget allocation
Oversaw the implementation of service level agreements to align with organizational goals Coordinated with cross-functional teams to monitor and improve service delivery Championed initiatives to optimize performance and enhance client relationships
Timeline
Manager, BPO Relations
FIS
10.2025 - 04.2026
BPO Relationship Manager
TBO Bank
10.2025 - 04.2026
Director of Operations
CGS, Inc.
07.2022 - 12.2023
Site Director
RDI Corporation
05.2019 - 06.2022
Associate of Science -
Indiana University, Bloomington
Summary
Senior operations executive with 20+ years of experience leading large-scale BPO and contact center environments. Proven track record of delivering measurable business outcomes, including 30–50 point CSAT improvements, 10%+ cost reductions, and performance transformation across multi-site operations (50–400+ agents). Expert in P&L ownership, vendor management, workforce optimization, and KPI-driven performance strategy.
Education
Associate of Science -
Indiana University, Bloomington
Bloomington, INTechnology And Tools
- Genesys
- NICE CXone
- Five9
- Avaya
- Talkdesk
- Salesforce
- Zendesk
- Dynamics 365
- UKG
- NICE WFM
- Verint
- Calabrio
- Power BI
- Tableau
- Excel
- Conversational AI
- RPA