Summary
Overview
Work History
Education
Skills
Timeline
Generic

Robin Johnson

Cary,NC

Summary

Dynamic Implementation Specialist at Xerox with a proven track record in project management and stakeholder engagement. Successfully coordinated complex installations and improved customer satisfaction through effective communication and process improvement. Adept at data analysis, generating insightful reports that drive strategic decisions and enhance operational efficiency.

Overview

23
23
years of professional experience

Work History

Implementation Specialist

Xerox
Cary, NC
02.2016 - Current
  • Monitor the progress of transition in order to meet deadlines set by clients.
  • Maintain detailed records of all changes made during the implementation process.
  • Coordinate installation activities with external providers.
  • Assist in resolving escalated customer issues related to implementation.
  • Facilitate meetings between stakeholders to discuss project requirements, objectives, or outcomes.
  • Generate weekly, monthly, quarterly reports summarizing key performance indicators.
  • Engage external vendors as needed for additional resources or assistance during implementations.

Service Delivery Manager

ACS Services
Cary, NC
05.2008 - 02.2016
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Collaborated with management team on long-term strategic planning initiatives for the organization.
  • Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
  • Created detailed reports on the performance of individual departments within operations.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.

Customer Care Manager

Mellon HR Solutions
Cary, NC
08.2002 - 05.2008
  • Drafted reports summarizing the results of customer surveys and providing recommendations for improvement.
  • Resolved escalated customer complaints promptly and professionally.
  • Assisted in hiring new personnel when needed as well as provided ongoing training and development initiatives.
  • Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
  • Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
  • Identified opportunities for process improvements that would optimize operational efficiency and reduce costs associated with call center operations.

Education

Bachelor of Arts - Women's Studies

University of Massachusetts, Amherst
Amherst, MA
05-1996

Skills

  • Project management
  • Data analysis
  • Process improvement
  • Customer service
  • Change management
  • Team leadership
  • Stakeholder engagement
  • Time management

Timeline

Implementation Specialist

Xerox
02.2016 - Current

Service Delivery Manager

ACS Services
05.2008 - 02.2016

Customer Care Manager

Mellon HR Solutions
08.2002 - 05.2008

Bachelor of Arts - Women's Studies

University of Massachusetts, Amherst

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