Open to opportunities

Mary-jane Johnson

@mary-janejohnson

Message

I am an experienced call center manager delivering world-class customer service and remote team leadership.

South Africa

Message

What I'm looking for

I seek a remote leadership role managing high-volume customer support teams, prioritizing customer satisfaction, process improvement, cross-time-zone coordination, and meaningful operational impact.

I am a results-driven call center manager and customer service specialist with over eight years of experience leading high-volume support teams, founding and operating outbound contact centers, and consistently exceeding performance metrics through empathy-driven conflict resolution and disciplined operations.

I excel at remote leadership and US client coordination on EST schedules, designing lead-generation and cold-calling programs, and leveraging CRMs and tools such as Pipedrive, JustCall, Slack, Sage Pastel, Xero, and Notion to streamline workflows, reporting, and team performance.

Experience

Work history, roles, and key accomplishments

Current

Call Center Manager & Cold Caller

Current

Principal Acres LLC

Jan 2025 - Present (7 months)

Oversee daily call center operations and team performance while conducting high-volume cold-calling campaigns to generate leads and maintain EST client coverage; produce performance reports to optimize productivity and workflows.

Pipedrive JustCall Cold Calling Team Leadership CRM Management Slack Reporting Remote Work

Call Center Manager & Department Founder

Riaan Klopper Conveyancing Attorneys

Jan 2021 - Jan 2025 (4 years)

Established and led a lead-generation department for conveyancing, running targeted cold-calling campaigns and managing inquiries to consistently exceed conversion and client-satisfaction targets.

Lead Generation Cold Calling Conveyancing Knowledge Team Management Regulatory Compliance Customer Service

CEO & Founder

PlaceWorx

Jan 2019 - Jan 2021 (2 years)

Founded and operated an outbound call center handling 500+ daily contacts for real estate lead generation, achieving strong conversion rates and maintaining remote team quality standards.

Outbound Calling Lead Generation Remote Team Management Customer Support Quality Assurance

Real Estate Agent

Harcourts Maritz

Jan 2017 - Jan 2018 (1 year)

Managed property bookings, viewings and transactions while resolving client issues and building strong relationships through empathetic, efficient service.

Client Relations Transaction Coordination Viewings Management Negotiation Customer Service

Personal Assistant & Office Manager

Route 21 Storage & Containers

Jan 2018 - Present (7 years 7 months)

Managed client communications, invoicing, quotations and accounting systems while maintaining accurate customer documentation and financial records.

SAGE Pastel Invoicing Quotation Management Client Communication Office Administration Xero

Real Estate Agent

Re/Max

Jan 2016 - Present (9 years 7 months)

Provided property information, managed bookings and cancellations, and resolved customer issues related to viewings and documentation while maintaining client satisfaction.

Client Communication Documentation Customer Service