Richard Johnson

Supported 300+ agents and maintained service levels over 95% by coordinating with executives, operations, and teams to execute workforce/dialer strategies. Managed workforce planning and PTO, monitored attendance/adherence, ensured dialing compliance via excluded-account and campaign configuration audits, and performed QA analysis (AHT, ACW, call quality) to recommend improvements.

Built a loyal, high-profile clientele base by focusing on individual fitness goals and conducting research and continuing education to guide programs. Delivered reliable, high-quality training and helped support business growth through personalized guidance and strategic planning.

Worked as an independent personal trainer and fitness coach, developing and delivering individualized fitness programs for clients based on their health needs and goals.

Designed and executed daily dialer campaigns across delinquency buckets to improve revenue recovery and agent productivity. Built performance dashboards for executive leadership and developed targeted calling strategies to improve contact rates and collection outcomes.

Monitored incoming call volumes to support service level objectives and analyzed data to provide productivity, compliance, and utilization reports to staffing teams. Adjusted call routing variables, coordinated offline activities, and reviewed/approved production schedules to ensure adequate coverage.

Handled collections for 30-, 60-, and 90-day delinquency accounts while meeting or exceeding productivity goals and maintaining strong quality assurance performance. Recognized as a top performer for compliance and collections goals.

Studied Business Administration at Palm Beach State College in West Palm Beach.