Robert Burnett-Johnson
Southfield,MI
Summary
Results-oriented Contact Center Manager with 22 years experience driving operational excellence and customer satisfaction. Built high-performing teams, implemented strategic initiatives, and leveraged technology to optimize performance. Consistently delivered exceptional results, including 15% cost reduction, 12% NPS increase, and 20% handle time decrease. Led organizational transformations, cultivated high-performance cultures, and ensured regulatory compliance. Seeking a strategic leadership role to drive revenue growth, enhance customer experiences, and deliver exceptional outcomes.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Freelance Consultant
Career Break
07.2022 - 07.2023
- Simultaneously, maintained industry expertise through LMS and NICE Dojo training to execute strategies to boost client revenue.
- Provided consulting services to [industry/clients]. Conducted market analysis, identified growth opportunities, and launched strategies to increase market share and revenue by 7%.
NICE CXone Contact Center Manager
Arena Technical Resources
07.2022 - 01.2023
- Executed customer service strategies for a $30 million project with TRC Companies, integrating NICE CXone from an outdated Genesys system.
- Deployed NICE inContact omnichannel communications, improving response times by 30% and service quality for PSEG-LI.
- Refined call center operations by organizing CCaaS meetings to manage call routing and IVR features. Focused on workforce management and analytics, achieving a 20% reduction in call handling time, resulting in a 12% increase in customer satisfaction and substantial cost savings.
Independent Business Analyst
Career Sabbatical
11.2021 - 07.2022
- Conducted business analysis and process improvement projects. Identified and resolved operational inefficiencies, leading to increased productivity and customer satisfaction.
- Analyzed customer requests, executed solutions to reduce backlog by 20% and improve customer satisfaction, while volunteering for additional responsibilities to ensure 100% on-time project delivery.
Contact Center Manager
Robert Half Technology
08.2020 - 11.2021
- Managed large remote team operations for Robert Half, partnering with the State of Michigan (UIA) during COVID-19.
- Oversaw recruitment, minimized technical issues with DTMB, and performed quality assurance, reducing error rates by 15% through updated claims processes.
- Planned and enhanced customer interactions using NICE inContact Dashboard, IEX for scheduling, and Power BI for data-driven decisions, improving service levels by 25%, reducing handling times by 30%, and increasing customer satisfaction by 18%, while reducing attrition rates and call volume from 70,000 to 7,000 daily calls in over a brief period.
Senior Director, Customer Care
MSC Industrial Supply Co
08.2018 - 11.2019
- Leveraged Google Analytics to enhance customer understanding, optimize online strategies, improve support processes, and drive continuous improvement, resulting in a 10% increase in Net Promoter Scores, leading to an additional $250,000 in revenue
- Orchestrated the consolidation of resources across sales, supply chain, technical support, and government departments to drive strategic initiatives and enhance e-commerce; optimized shipping tariffs, boosting efficiency and revenue by 20%
Customer Experience and Brand Manager
2020 Companies
11.2016 - 10.2017
- Established transparent communication channels with internal stakeholders, developing comprehensive brand guidelines and ensuring consistent messaging across all media. Utilized Google Workspace to streamline processes and improve efficiency by 20%.
- Used Salesforce insights to analyze customer purchase patterns and feedback, enabling the development of personalized marketing strategies that enhanced customer experience and increased product consumption.
Service Delivery Manager | Helpdesk Manager
iVantage Group | ZipLogix
05.2015 - 09.2016
- Directed customer service operations, overseeing call center and field teams at Detroit Water & Sewage Department, leveraging ServiceNow and Aspect Software for digital consumer engagement, streamlining workflows, cutting response times by 25%, and reducing emergency calls.
- Optimized Microsoft Dynamics 365 CRM and Zendesk integrations by resolving critical data storage and user interface issues, resulting in a 25% reduction in ticket resolution time and an 18% increase in client adoption.
Contact Center | Operations Manager
S&P Data | Collabera
05.2013 - 10.2014
- Boosted S&P Data team performance with Talkdesk training, enhancing interactions through intelligent routing and analytics. Improved efficiency and service quality, enforcing standards, and achieving 20% monthly profit growth through strategic expansion.
- Streamlined Verint's workforce management at Blue Cross Blue Shield of Michigan (BCBSM) to address service gaps, reducing wait times by 28% and improving agent productivity by 20%.
ASSOCIATE DIRECTOR
Verizon
09.2004 - 07.2012
- Collaborated on long-range business strategies, enhancing operational efficiency by 17% through daily operations management, while setting team goals for FCR and cultivating a positive work environment through teamwork and open communication, resulting in a 12% increase in employee satisfaction.
- Addressed and resolved departmental budget issues by leveraging IEX TotalView, Aspect Workforce Management, and Salesforce CRM tools for comprehensive reporting and analysis. This approach led to more informed, data-driven decisions, resulting in a 30% increase in efficiency and cost savings.
Education
Master of Science (M.S.) in Administration -
Central Michigan University
Mt. Pleasant, MIBachelor of Arts in Communications -
Xavier University of Louisiana
New Orleans, LASkills
- Staff Development
- Cross-functional Collaboration
- Vendor Management
- Coaching and Mentoring
- Process Improvement
- Call Center Technology
- Data Analysis
- Problem-Solving
- Workforce Management
- Organizational Development
- Technical assistance
Certification
- NICE CXone ACD Administrator, 2023
- Lean Six Sigma Green Belt, 2024
- ITIL Information Technology Infrastructure Library, 2026
Timeline
Freelance Consultant
Career Break
07.2022 - 07.2023
NICE CXone Contact Center Manager
Arena Technical Resources
07.2022 - 01.2023
Independent Business Analyst
Career Sabbatical
11.2021 - 07.2022
Contact Center Manager
Robert Half Technology
08.2020 - 11.2021
Senior Director, Customer Care
MSC Industrial Supply Co
08.2018 - 11.2019
Customer Experience and Brand Manager
2020 Companies
11.2016 - 10.2017
Service Delivery Manager | Helpdesk Manager
iVantage Group | ZipLogix
05.2015 - 09.2016
Contact Center | Operations Manager
S&P Data | Collabera
05.2013 - 10.2014
ASSOCIATE DIRECTOR
Verizon
09.2004 - 07.2012
Master of Science (M.S.) in Administration -
Central Michigan University
Bachelor of Arts in Communications -
Xavier University of Louisiana
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