Nichelle Y Johnson
San Antonio,TX
Summary
Results-driven Sr Operations Manager with extensive experience at Citibank, recognized for enhancing operational efficiency and driving revenue growth. Proven expertise in strategic planning and risk mitigation, with a commitment to fostering diversity and inclusion within teams. A track record of mentoring staff has led to notable improvements in customer satisfaction and streamlined processes. Career aspirations include continuing to leverage operational excellence to achieve organizational goals.
Overview
27
27
years of professional experience
Work History
Sr Operations Manager
Citibank
San Antonio, USA
08.2022 - 05.2024
- Provides business updates, manages projects to drive results, change, and improvement; promotes efficiency by gaining alignment within the portfolio and across all lines of business.
- Direct the growth, development, and effectiveness of daily operational responsibilities of up to 18 senior supervisors, with oversight of an average of 265-300 outbound/inbound collection agents.
- Fosters a healthy culture by promoting the company’s operating principles, engagement, and talent development.
- Ensured appropriate staffing through collaboration between the capacity planners, recruiting, and training partners.
- Managed dialer strategy and changes based on staffing, seasonality, and other external factors that may have a direct impact on business results.
- Developed and executed a project to minimize Wrap time and improve Right party connects, rotating leadership among team members every quarter.
- Organized training sessions for new hires to ensure successful transition into their role.
VP of Operations, Sears SPG Collections and Click to Chat Collections
Citibank
Greensboro , NC
07.1999 - 10.2022
- Trained and managed up to 38 agents in Click to Chat associates in WAH environment and ensured all Performance and compliance requirements were met
- Responsible for managing operations for internal/Non-internal audit issues, providing weekly updates on conference calls with the external partner to ensure work is progressing on each assigned issue
- Successfully developed and coached 25-35 Collection Agents, including review and approval of Collector’s monthly performance plans such as call handle time, dollars collected, promises to pay, right party contacts, schedule adherence/availability, regulatory compliance
- Consistently ensured all policy requirements were met in regards to timesheets, privacy policy, and compliance measurements
- Oversee the mitigation of risk, review/analyze monthly business reviews for customer service/collections/credit and track trends deviating from plan
- Conduct/supervise remediation efforts to provide oversight, participate in call listening sessions while overseeing various projects within scope of operations
- Hired and managed employees to maximize productivity while training staff on best practices and protocol.
- Developed and deepened relationships with functional leadership to interconnect revenue generation initiatives with day-to-day operations.
Loss Control/Late Stage Collections
Citibank
Greensboro, NC
07.1997 - 07.1999
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Followed up regularly with customers who had previously agreed upon repayment plans.
- Monitored aging reports to prioritize collection efforts on overdue accounts.
- Initiated legal proceedings when necessary, such as filing liens against delinquent accounts or referring cases to outside collection agencies.
- Executed skiptracing techniques to locate delinquent account holders.
Education
Diversity and Inclusion Certificate
Cornell University
04-2022
Business Management & Political Science
Rockingham Community College
GuilfordBusiness Management & Political Science
Guilford Technical Community College
GuilfordSkills
- Customer Satisfaction
- Revenue/Sales Growth
- Process Improvement
- Change Leader
- Team Building/Leadership
- Team Collaboration
- Staff Training/Supervision
- Key Relationship Building
- Strategic Planning
- Risk Mitigation
- Diversity & Inclusion
- Coaching and Development
- Relationship Management
- Executive Leadership
- Implementation Leader
- Policy & Procedure Compliance & Controls
- Ethics & Integrity
Honors Involvement
- Citi’s In The Know Newsletter Committee
- Member of Citi Black Heritage Network of Charlotte NC
- Member of Citi’s Women’s Network
- Sponsor for Citi’s Diversity, Equity and Inclusion Champions: Together We Can Collaboration Committee
- Citi’s San Antonio Black Heritage Network-Marketing and event planning
Professional Development
- Citi’s Black and Hispanic Leadership Program, 2021-2022
- Citi’s Executive Leadership Council Symposium Participant, 2021
- Citi’s OMS Owning My Success Participating Member, 2021-2022
- Diversity and Inclusion Certification, Cornell University, 2022
Timeline
Sr Operations Manager
Citibank
08.2022 - 05.2024
VP of Operations, Sears SPG Collections and Click to Chat Collections
Citibank
07.1999 - 10.2022
Loss Control/Late Stage Collections
Citibank
07.1997 - 07.1999
Diversity and Inclusion Certificate
Cornell University
Business Management & Political Science
Rockingham Community College
Business Management & Political Science
Guilford Technical Community College
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