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Network Power1000+ people
Investor & VC
Startup Founder
United States
Work Background
Lead Sourcing Specialist
KrogerLead Sourcing Specialist
Nov. 2022Remote
Onsite Supervisor
StaffmarkOnsite Supervisor
Jul. 2022 - Nov. 2022Dallas, Texas, United States
Talent Ambassador
StaffmarkTalent Ambassador
Jun. 2022 - Jul. 2022Dallas-Fort Worth MetroplexLet's get it! Grateful for the opportunity to work and help better the employee experience!
Director Of Customer Service
OutdoorsyDirector Of Customer Service
Mar. 2021 - Jan. 2022Austin, Texas, United StatesOutdoorsy is a San Francisco based company providing an online marketplace for RV travel rentals. It has been voted the #1 trusted RV rental serving 38 million customers. The platform has booked 840,000 travel days among 620,000 users and has generated $325M in annual revenue. Responsible for leading the strategic vision, operational management, and optimization of customer service, enhancing client experience, and providing cross-functional and daily leadership to over 100 team members. Designed, developed, and implemented new recruiting processes to source, interview and onboard high caliber candidates for while developing training plans and ensuring team development, excellence and best practices. Created new processes to ensure the hiring and onboarding of high performing, customer-centric agents. Developed KPIs and enhanced metrics to inform strategies for customer experience, growth, and success. Implemented organizational trainings to enable the development, retention and growth of exceptional customer service leaders and representatives while delivering group and one-one coaching and trainings. In collaboration with the Vice President, led the technical and strategic implementation of organizational-wide change management tools, serving as the technical specialist for 140 customer service agents. Led quality assurance efforts and implemented quality control measures for leading business partnerships. Build and foster impactful relationships with both internal and external key stakeholders to expand opportunities.
Customer Success Supervisor
OutdoorsyCustomer Success Supervisor
Mar. 2019 - Mar. 2021Austin, Texas, United StatesReporting to the Senior Manager of Customer Service, responsible for maintaining exceptional customer support operations, while providing daily leadership to 3 Customer Service teams and 45 team associates. Integrated the Kustomer and Amazon Connect Phone system and designed the call flow for the toll free line. Developed and implemented policy requirements to increase professionalism, accountability and attendance. Selected as the Team Leader for Specialty Teams and Team Leaders. Drove meaningful discussions around partnerships, tooling, features, and services to increase and enhance existing customer relationships.
Feb. 2017 - Mar. 2019Austin, Texas, United StatesReporting to the Manager, responsible for leading the full life cycle recruiting and placement of 1,000 candidates while reducing team member attrition rates and providing daily leadership to a team of 4 direct reports. Managed full-cycle recruiting process with a focus on strong hiring manager partnership and candidate advocacy. Achieved high volume staffing objectives by recruiting and developing effective vetting processes. Key Highlights: Successfully recruited and hired 367 teammates, 6 team leaders, 1 quality assurance specialist and 2 trainers. Partnered with 12 hiring managers and created a competitive advantage in talent acquisition and retention. Decreased 2017 attrition rate from 30% to 9% through the development of objective hiring profiles. Executed sourcing strategies to identify talent while managing social media marketing to increase lead generation. Served as the key liaison between the recruiting & customer support teams, building trusted relationships and a positive working environment through cross-functional communication and impactful leadership.
Customer Service Team Lead
eBayCustomer Service Team Lead
Aug. 2013 - Feb. 2017Austin, Texas Metropolitan AreaResponsible for leading the technical training, coaching and mentorship of 22 customer service team members while leading adoption, training and change management best practices for a new call center in Austin, TX. Led marketing and branding initiatives to facilitate cultural adaptation and build a relationship between the call center and Austin city culture through innovative partnerships and community philanthropic efforts. Developed enhanced KPIS and designed a peer coaching system to drive team member engagement, performance, and development As a result, increased employee retention and decreased team attrition to 3% for a team of 60. In partnership with the Talent Acquisition team, selected to serve on focus groups and led strategic hiring process
Assistant Customer Service Manager
LegalZoomAssistant Customer Service Manager
Feb. 2011 - Sep. 2013Austin, Texas Metropolitan AreaReporting to the Manager, responsible for establishing quality assurance, leading change management and implementing operational improvements while providing daily leadership to 6 team leaders and up to 50 associates. In partnership with the Manager and HR Director, developed hiring profiles, established a work culture founded on excellence, and led strategic hiring efforts of 45 associates. Reduced employee turnover and increased retention. Nominated for the Presidential Leadership Group, a mentorship program designed to promote business leaders.
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