!!

PROFILE

A proven leader in large organizations within various industries, showing strong results in key performance indicators and employee relations. A Senior Executive with experience in managing operational budgets of $100M+ and revenue generating businesses of more than $500M. Excels at client and associate retention, financial health, and market growth. Known for consistent results, accountability and the fortitude to build a strong leadership culture.

EXPERIENCE SCPMG CALL CENTER SERVICES REGIONAL EXECUTIVE DIRECTOR, KAISER

PERMANENTE, PASADENA, CA — 2015-2016 Responsible for Call Center Operations serving 4 million Kaiser Permanente members in Southern California. Executive oversight of 1,700+ call center representatives and a lead-ership team of over 200. Achievements in year 1 include:

- The first leg of centralizing the centers in order to provide a consistent member experi-ence regardless of which part of Southern California care is received.

- Worked in partnership with the organization's 4 Labor Unions that represent the work force across Southern California and increased the Work at Home population from less than 0.5% to 25% in 2015

- Improved Employee Satisfaction scores

- Improved Service Level results across the organization

- Achieved 4% under budget, 2015

!VICE PRESIDENT OF CLIENT SERVICE, ADP, MILPITAS, CA — 2011-2015

Responsible for leading a workforce who serviced a client base of 36,000+ payroll clients generating $550M+ in annual revenue. Expertise in customer service and technology, as well as creative thinking, paved the way through a variety of progressive responsibilities and roles while at ADP. Lead the consolidation effort to bring 2 operating regions into 1. Owned the client relationship and developed a workforce ready to take on the complex issues presented to them. Successful in both the relationship side of the business along with the technical. Well known for creative thinking and bringing the best out of direct re-ports.

!!! � 1

275 E. Green St. #1444 Pasadena, Ca 91101 (626)831-5251 aljohnson1505@gmail.com

A N D R E A L . J O H N S O N

!!!SOLUTION CENTER DIRECTOR, ADP, CALIFORNIA/TEXAS/INDIA — 2006-2011

Drove a complete overhaul of the business, from a people, process, and technology per-spective. Clients outsourced their employee wage garnishments for interpretation of the many different laws across the country, the delivery of required notifications, and the pro-cessing of funds. Expanded business to India in under 90 days, with training, technology, culture and business objectives. Key partner in the design and implementation of a self service IVR with Speech Recognition, providing 24/7 access to our callers and reducing the cost to serve.

!DEPARTMENT ADMINISTRATOR, KAISER PERMANENTE, ANAHEIM, CA — 1989-2006 Progressive growth within the company led to this role, leading one of KP's largest service centers in the country. Accomplishments include a 44% reduction in associate turnover, 5% increase in customer satisfaction, and under budget each year. Improved manage-ment/union relationship, and partnered with the department stewards to create a produc-tive, encouraging environment. Key partner in the design of a local self service IVR, as well as a National IVR that was implemented across the country. Created a successful Group Interview Process that was recognized by the board and implemented the nation wide.

!EDUCATION

UNIVERSITY OF PHOENIX, ONTARIO, CA — MBA, 2007

UNIVERSITY OF PHOENIX, ONTARIO, CA — BS, 2005

SKILLS

Strategic thinker with an operational outlook, client and employee relationships, visionary, motivator, fiscal responsibility, leadership development, problem solver, public speaker/presentations, negotiations, call center operations, WFM, ACD, IVR, Telephony, Chat

REFERENCES

Judy White, Chief Operating Officer, Kaiser Permanente Southern California Permanente Medical Group - (714)458-3450

Lynn Demshock, Vice President, Human Resources, States Logistics Services - (909)917-9107

Carey Mason, Divisional Vice President/General Manager, ADP - (720)587-9614

! � 2

!275 E. Green St. #1444 Pasadena, Ca 91101 (626)831-5251 aljohnson1505@gmail.com

� 3