Steve Johnson
Senior Strategic Operations Manager
Manila,00
Summary
Strategic Senior Manager with overall 13-year experience and 6+ years in leadership roles. My experience has been largely focused in leading & transforming for mid- large scale contact centers which includes retail, hospitality, and large technology clients. Key highlights of my career include driving transformation for a leading retail client for $870K through efficiency improvement, turning around P&L for a leading restaurant business by 10% and also leading the customer service business for the world’s largest search engine client. My core competencies are driving customer service performance improvement, managing teams, budgeting, forecasting, capacity planning, P&L analysis and working with functional groups, leadership to deploy solutions.
Overview
14
14
years of professional experience
7
7
Leadership Experience
9
9
Experience Managing Teams
2
2
Vendor Management Experience
Work History
Senior Manager
Cognizant
06.2021 - Current
- Launched an innovative call center business in Manila, Philippines for 1400+ FTE by transitioning restaurant ordering services with annual revenue of $27M Championed P&L Initiatives to drive business transformation for a 1400+ FTE deal turning around margins by 10% by working with various functional groups and senior leadership Organized the budgeting and forecasting process through strategic planning, analysis by spearheading the strategy & PMO team Owned the billing, invoicing process for 1500+ restaurants by being the product owner resulting in 30% billing accuracy improvement, 99.95% timely invoicing and collections.
Manager
Cognizant
01.2018 - 06.2021
- Chaired 450+ FTEs as a customer service manager for the world largest search engine & video sharing client driving 6% improvement in CSAT & overall improvement in SLA/KPI Performance Programmed the setup of contact center services in Manila, Philippines for 300+ FTEs for a large US Supermarket and Ecommerce business resulting in 20% cost reduction for clients.
- Spearheaded and Collaborated with the social media monitoring teams to improve online services and increase social media following for ecommerce clients.
- Implemented IVR Technology solutions via Avaya, Nice, Genesys leading to ~$869K in savings within 3 months boosting customer satisfaction by 10.
Team Manager
Cognizant
01.2015 - 12.2017
- Headed the customer service, IT helpdesk for a leading Australian, US retail client services in Manila, Philippines Boosted the compliance/CSAT scores for businesses by adopting to ITIL and HDI certifications and framework.
Team Leader
Cognizant
08.2011 - 12.2014
- Fostered a 3rd party organization as a vendor manager by driving sales and transformation for small medium businesses for the world’s largest search engine client Selected to guide the Philippines customer service team on IT, Helpdesk procedures and setup up of the training, quality framework for a restaurant business.
Process Specialist
Cognizant
08.2010 - 07.2011
- Performed Value Stream Map of the supermarket process - Top 3 Winners of the Business Unit Recognized with the business unit enterprise Idol Award for 2012 for creating process documents.
- Received the Phoenix - Player of the Quarter Award for 3rd Quarter 2012 for driving automation.
Senior Process Executive
Cognizant
11.2008 - 07.2010
- Selected as support buddy within the first 8 months to mentor new hires Selected to Travel to the US to learn new business and setup the process in India.
Customer Service Executive
Allsec Technologies
11.2007 - 10.2008
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
Education
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KVCET, Anna University
05.2003 - 05.2007
Skills
Operation Leaderundefined
Timeline
Senior Manager
Cognizant
06.2021 - Current
Manager
Cognizant
01.2018 - 06.2021
Team Manager
Cognizant
01.2015 - 12.2017
Team Leader
Cognizant
08.2011 - 12.2014
Process Specialist
Cognizant
08.2010 - 07.2011
Senior Process Executive
Cognizant
11.2008 - 07.2010
Customer Service Executive
Allsec Technologies
11.2007 - 10.2008
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KVCET, Anna University
05.2003 - 05.2007
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