Robert Burnett-Johnson
Southfield,MI
Summary
Accomplished Contact Center Operations Manager with over 22 years of experience driving performance through KPI management, SLA adherence, and Workforce Management (WFM) optimization. Delivered success in implementing omnichannel solutions to enhance customer experience, reducing call handling time by 20% and improving first-call resolution by 15%, mastered Verint, CRM systems, and process improvement methodologies like Lean Six Sigma, producing measurable results in cost reduction, productivity, and customer satisfaction.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Freelance Consultant
Career Break
Work From Home
07.2022 - 07.2023
- Guided clients on contact center best practices, market trends, and operational improvements, resulting in a 7% increase in market share and revenue while maintaining industry expertise through LMS and NICE Dojo training.
NICE CXone Contact Center Manager
Arena Technical Resources
Remote, United States
07.2022 - 01.2023
- Directed remote operations, hitting KPI targets for Michigan UIA, including a 15% error rate reduction through process enhancements.
- Optimized NICE InContact, IEX, and Power BI systems to improve agent efficiency by 10% and boost CSAT by 18%.
- Enhanced WFM through real-time monitoring and reporting, reducing the abandon rate by 30% and improving service delivery.
Operations Consultant
Career Sabbatical
Work From Home
11.2021 - 07.2022
- Analyzed business operations using data analytics tools, reducing client backlog by 20%, enhancing customer satisfaction, and ensuring 100% on-time project delivery through agile project management methodologies.
- Engineered a performance optimization strategy for contact centers that included process mapping and efficiency audits. These efforts yielded a 15% decrease in response times, positively impacting client retention rates.
Contact Center Manager
Robert Half Technology
Remote, United States
08.2020 - 11.2021
- Directed remote operations, hitting KPI targets for Michigan UIA, including a 15% error rate reduction through process enhancements.
- Optimized NICE InContact, IEX, and Power BI systems to improve agent efficiency by 10% and boost CSAT by 18%.
- Enhanced WFM through real-time monitoring and reporting, reducing the abandon rate by 30% and improving service delivery.
Senior Director, Customer Care
MSC Industrial Supply Company
Southfield, MI
07.2018 - 10.2019
- Analyzed customer behavior with Google Analytics, driving a targeted marketing strategy that increased SurveyMonkey satisfaction by 10% and generated $250K in revenue.
- Orchestrated cross-functional team efforts to streamline e-commerce and shipping, reducing delivery times by 20% and elevating overall customer satisfaction.
Customer Experience and Brand Manager
2020 Companies
Hybrid/Remote
11.2016 - 10.2017
- Fostered strong relationships with Samsung Electronics stakeholders, creating clear brand guidelines, and ensuring consistent messaging across all platforms, which led to a 15% increase in brand recognition and customer engagement.
- Increased product sales by 20% through targeted customer satisfaction initiatives, utilizing Salesforce CRM and Google Workspace to improve customer experience.
Service Delivery Manager | Helpdesk Manager
iVantage Group | ZipLogix
Detroit, MI
05.2015 - 09.2016
- Elevated ServiceNow and Aspect Software integrations for the City of Detroit Water & Sewage Department, reducing ticket response times by 25% and minimizing emergency calls, while improving overall service delivery standards.
- Directed Microsoft Dynamics 365 and Zendesk integration for ZipLogix, overseeing US and Philippines helpdesk teams, resulting in a 25% improvement in ticket resolution and an 18% increase in client adoption.
Contact Center | Operations Manager
S&P Data | Collabera
Troy, MI
05.2013 - 10.2014
- Launched an initiative for BPO clients to integrate Talkdesk and Verint, driving process improvements that resulted in 20% profit growth while establishing a robust framework for ongoing operational enhancements and data-driven analysis.
- Revamped Salesforce CRM for a healthcare provider, cutting first response time by 25% and boosting NPS by 10% in a high productivity ANM/COB department.
Associate Director, Customer Support
Verizon
Southfield, Michigan
09.2004 - 07.2012
- Developed strategies that simplified operations, improving efficiency by 17% and boosting employee satisfaction by 12%.
- Executed the rollout of IEX TotalView, Aspect WFM, and Salesforce CRM, streamlining workflows and improving data accessibility, resulting in a 25% boost in departmental efficiency and improved decision-making capabilities.
Education
Master of Science - Administration
Central Michigan University
Mount Pleasant, MI12-2005
Bachelor of Arts - Communications
Xavier University of Louisiana
New Orleans, LA06-1998
Skills
- KPI Management
- CRM Systems (Salesforce, Zendesk)
- Service Now
- SLA Adherence
- Verint & NICE CXone
- Google Analytics
- WFM Management (WFM)
- Lean Six Sigma
- Microsoft Dynamics 365
- Process Improvement
- Data Analytics
- Omnichannel Communication
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
Operations Consultant
Career Sabbatical
11.2021 - 07.2022
Contact Center Manager
Robert Half Technology
08.2020 - 11.2021
Senior Director, Customer Care
MSC Industrial Supply Company
07.2018 - 10.2019
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, Customer Support
Verizon
09.2004 - 07.2012
Master of Science - Administration
Central Michigan University
Bachelor of Arts - Communications
Xavier University of Louisiana
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