# Robert Burnett-Johnson

Robert Burnett-Johnson is a remote worker on Himalayas, Virtual Call Center Account Manager / Team Leader at JPMorgan Chase & Co., based in United States.

Source: https://himalayas.app/@robertburnett-johnso

```text
Customer operations executive at JPMorgan Chase improving customer experience and efficiency in regulated banking.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 153k+ USD |
| Job categories | Customer Operations Executive, Contact Center Manager, Operations Manager, Workforce Manager, Customer Operations Director |
| Skills | Customer Operations, Call Center Operations, Business Planning, Operational Strategy, Budget Management, Demand Forecasting, Resource Allocation, BPO Delivery, Performance Governance, Workforce Management, Contact Center Modernization (CCaaS CX), Process Improvement, Automation, Business Continuity, Technology Investment Alignment |

## About

```text
At JPMorgan Chase & Co., I use financial-services operating data to identify performance risks and prioritize improvements in customer experience and efficiency. I partner across workforce, quality, compliance and technology functions to strengthen service consistency in a regulated banking environment.

At PSEG Long Island / The Resource Collaborative, I supported operational readiness for a $30M Genesys-to-NICE CXone modernization serving approximately 2,500 agents and users. I contributed to approximately $5M in savings, 30% better response performance, 20% lower AHT, 12% higher FCR and 95% service-level performance.

At MSC Industrial Supply Co., I led customer-care operations encompassing 200+ employees and delivered approximately 15% cost savings. Across my work in banking, telecommunications, utilities and outsourced delivery, I’ve focused on business planning, budget management, workforce readiness and service transformation.
```

## Experience

### Virtual Call Center Account Manager / Team Leader (current)

[JPMorgan Chase & Co.](https://himalayas.app/companies/jpmorgan-chase-co). Dec 2024 - Present

```text
Uses financial-services operating data to identify performance risks and prioritize improvements in customer experience and efficiency. Partners across workforce, quality, compliance, and technology functions to address operational constraints and strengthen service consistency.
```

Skills: Financial-Services, Customer-Experience, Performance-Analysis, Workforce-Management, Compliance, Quality-Assurance, Technology-Integration

### NICE CXone Contact Center Manager / Program Leader

PSEG Long Island / The Resource Collaborative. Jul 2022 - Jan 2023

```text
Supported operational readiness for a $30M Genesys-to-NICE CXone modernization serving approximately 2,500 agents and users. Coordinated business, technology, operations, and vendor stakeholders across requirements, workflows, testing, and stabilization.
```

Skills: NICE-CXOne, Genesys, Contact-Center-Modernization-(CCaaS-CX), Stakeholder-Management, Requirements-Gathering, Testing, Stabilization, Cost-Savings, Performance-Improvement

### Workforce Manager

State of Michigan Unemployment Insurance Agency. Aug 2020 - Nov 2021

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Directed workforce and service-delivery disciplines under extraordinary public demand, using capacity analysis to prioritize operating constraints. Helped reduce daily call demand from approximately 70,000 to 7,000 and contributed to significant reductions in backlog, processing time, errors, and fraud.
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Skills: Workforce-Management, Capacity-Analysis, Service-Delivery, Process-Improvement, Fraud-Reduction, Backlog-Reduction

### Senior Director, Customer / Contact Center Operations

[MSC Industrial Supply Co.](https://himalayas.app/companies/msc). Aug 2018 - Nov 2019

```text
Led customer-care operations encompassing 200+ employees, aligning resource priorities, leadership development, and service-performance objectives. Delivered approximately 15% cost savings, lowered abandonment 20%, and supported 10% growth in online sales.
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Skills: Call-Center-Operations, Leadership-Development, Cost-Reduction, Process-Improvement, Automation, Digital-Adoption, Customer-Service

### Operations Manager, BPO Customer Service

S&P Data / Collabera. May 2013 - Oct 2014

```text
Managed outsourced healthcare service delivery for a major client, balancing contractual service expectations with staffing, quality, and productivity. Improved first-response performance 25%, NPS 10%, and productivity 15% through performance analysis and process redesign.
```

Skills: BPO, Healthcare, Service-Delivery, Performance-Analysis, Process-Redesign, Client-Management, Quality-Assurance, Productivity-Improvement

### Associate Director, Customer Operations

[Verizon Wireless](https://himalayas.app/companies/verizon-wireless). Sep 2004 - Jul 2012

```text
Directed high-volume customer operations, managing budgets and workforce plans while addressing compliance, continuity, and service-performance priorities. Reduced operating expense approximately 30%, raised efficiency 17%, and improved customer satisfaction 12%.
```

Skills: Customer-Operations, Budget-Management, Workforce-Planning, Compliance, Business-Continuity, Cost-Reduction, Efficiency-Improvement, Customer-Satisfaction

## Education

### Lean Six Sigma

Green Belt, Lean Six Sigma. 2024 - 2024

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Lean Six Sigma Green Belt certification obtained in 2024.
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### Project Management Institute

PMP, Project Management. 2017 - 2017

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Project Management Professional (PMP) certification obtained in 2017.
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### Xavier University of Louisiana

Bachelor of Arts, Communications

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Bachelor of Arts in Communications from Xavier University of Louisiana.
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### NICE CXone

ACD Administrator, Contact Center Administration. 2022 - 2022

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NICE CXone ACD Administrator certification obtained in 2022.
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### Central Michigan University

Master of Science, Administration

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Master of Science in Administration from Central Michigan University.
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### Association of Certified Fraud Examiners

Certified Fraud Examiner, Fraud Examination. 2023 - 2023

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Certified Fraud Examiner (CFE) certification obtained in 2023.
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### AXELOS

ITIL, IT Service Management. 2017 - 2017

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ITIL certification obtained in 2017.
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## Tech stack

- Tableau
- Amazon Connect
- Salesforce
- Zendesk
- Genesys
- SQL
- ServiceNow
- Power BI

To contact Robert, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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