Wendy Johnson

Work History

Smithfield Foods

03.2016 - Current

Sets strategic vision for the department and reports insights and issues broadly through the organization communicating trends and emerging issues
Oversees the department operations including workflow, scheduling, and service levels to maintain best in class service for multi-state team
Develops and manages consumer communications for recall or product withdraw events
Trains, coaches, and encourages team members to reach and exceed team and professional goals
Partners with social media agencies to monitor and respond to online consumer reviews and inquiries
Acts as a consumer advocate and information resource for marketing, business management, quality assurance, and operations
Conducts quality control evaluations on calls and cases, monitors consumer affairs associates performance, troubleshoots efforts and resolution techniques.

Smithfield Foods

03.2011 - 03.2016

Managed the operations of the consumer affairs team and seasonal call center sales and service
Developed training, procedures, and performance metrics for departments
Fully staffed and trained temporary associates for seasonal call center
Oversaw the day to day workflow and scheduling for both teams
Provided best practice guidance and feedback to associates
Documented consumer complaints and inquiries and reporting trends and insights.

Capital Group

01.2006 - 09.2009

Hired, trained, managed, and mentored a team of nine associates responsible for retirement plans, advisory and retail business relationships for over 35 key accounts
Initiated associate development programs, evaluated associate progress, and made bonus and merit increase recommendations
Developed performance metrics, analyzed departmental needs, documented best practices for performance benchmarking, increased department proactive contacts by 20%
Implemented a communication system to track project status, resulting in increased efficiency and stream-lined workflow.

Capital Group

01.2000 - 01.2006

Oversaw 2 major accounts and collaborated with a Sr
Partner to manage 5 of the top 10 largest accounts in the firm
Successfully introduced new funds, share-classes, policies and products which contributed to the dramatic growth of sales and assets over this period
Developed and employed business plans, marketing campaigns and product placements
Trained clients on technical aspects of products
Supported internal sales force by providing reports on sales structures, systems, products, individual campaigns, and the competitive landscape for key accounts.

Capital Group

01.1994 - 01.2000

Cultivated relationships with Financial Advisors, educated them about the products, demonstrated how to position products in Advisor's client base
Created and adhered to a profitable territory business plan.