Summary
Overview
Work History
Education
Skills
Certification
Timeline
BusinessAnalyst
Monroe P. Johnston III, MBA

Monroe P. Johnston III, MBA

Portland,OR

Summary

Result-driven, inspirational, and creative leader with a track record of getting results. An expert in customer/member issue resolution. Highly skilled in creating training, guidelines, and processes that enhance operations. Expert presenter and negotiator with proven ability to forge solid relationships with partners and build consensus across departments and organizational levels.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Director of Customer Service – Service Recovery

OptumRx
01.2018 - 10.2022
  • Restructured Service Recovery team reducing escalation turnaround times for closure from 5-days to 48 hours, with over 70% of issues being completed the same day
  • Oversaw First Call Resolution (FCR) metric and Repeat Caller program reducing call backs while identifying underlying reasons for members' pain points
  • Served as Customer Service Department's liaison with Quality, Learning and Development, and Human Capital teams to ensure alignment on processes and evolve programs to achieve shared goals

Director Of Operations – Billing & Customer Care

Charter Communications
09.2014 - 09.2016
  • Oversaw locations training, budgeting, quality, mentoring, business analytics, and overall strategic operations
  • Evolved and organized standard operating procedures (SOP) to improve efficiencies and reduce cost per call by 20%
  • Collaborated with the national quality team to rewrite the quality guidelines to improve customer service

Associate Director – Customer Care

T-Mobile USA
04.2011 - 09.2014
  • Utilized expert troubleshooting skills to analyze, diagnose and create strategies to turn around three struggling sites focusing on leadership development and re-engineering of processes
  • Evolved the national quality program to ensure continued dominance as an industry leader in customer service as measured through JD Powers
  • Developed and mentored new leaders nationally through a national mentoring program and as a National Executive Coaching Team member

Regional Leadership Development Manager – Human Resources

T-Mobile USA
01.2009 - 02.2011
  • Led development programs in the Pacific Northwest region, creating customized leadership skills solutions to improve performance and improve employee retention
  • Mentored directors, managers and supervisors to improve implementation of corporation goals
  • Created onboarding and mentoring programs for new leaders which were leveraged throughout the care organization

Education

MBA -

Pepperdine University
Malibu, CA

Bachelor of Arts -

California State University
San Bernardino, CA

Skills

    • Strategic Business Planning
    • Project Management
    • Cross-Functional Team Leadership
    • Change Management
    • Executive Coaching
    • Organizational Development
      • Issues Resolution
      • Hiring and Retention
      • Cross-functional Team Leadership
      • Leadership Development
      • Training and Development
      • Vendor Management

Certification

  • Certification in Evidence-Based Coaching – Fielding Graduate University; Santa Barbara, California
  • Myers-Briggs Type Indicator (MBTI) Certified Instructor – CPP; Seattle, Washington


Timeline

Director of Customer Service – Service Recovery

OptumRx
01.2018 - 10.2022

Director Of Operations – Billing & Customer Care

Charter Communications
09.2014 - 09.2016

Associate Director – Customer Care

T-Mobile USA
04.2011 - 09.2014

Regional Leadership Development Manager – Human Resources

T-Mobile USA
01.2009 - 02.2011

MBA -

Pepperdine University

Bachelor of Arts -

California State University

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Monroe P. Johnston III, MBA