Passionate People Developer & Change Leader

Award winning, results-driven change leader. Effective at building high performing teams. Engaged, passionate collaborator who uses innovative thinking to inspire others to exceed individual, departmental, and organizational objectives. Management expertise includes employee engagement, diversity and inclusion, change management, labor relations, sales execution, call center support infrastructure and direct call center management. Consistently ranked as top performer with stakeholders of all levels.

• 25 years call center leadership in sales, customer care and operations support.
• 15 years call center management.
• 10 years call center support and operations.

Last Resume Update January 12, 2021
Address Lake Stevens
E-mail lianetj69@gmail.com
Phone Number 425-210-4909
LinkedIn Profile https://www.linkedin.com/in/liane-johnson-0a64461b2/

Experience

AT&T
SR Sales Operations Manager
Jan 2012 - Jul 2020

Provided call center operations support, engagement, execution, and planning. Supported attendance, leaves and payroll for National Business Sales and Service organization with 4000+ employees.
• Led cross-functional cultural enrichment team focused on improving employee engagement. Initiatives resulted in a 5X increase in eNPS (employee satisfaction) from 2015 to 2017.
o Implemented Employee Engagement / Culture Council focused on Employee Engagement, Diversity & Inclusion, Employee Giving, Wellness Initiatives, Culture Initiatives and Career Development
o Created yearly roadmap and strategy
o Organized and hosted several hundred cross functional events
o Created tools, communications, guidelines and benchmarks to measure success
o Hosted, trained, supported and audited centers and senior leaders to ensure meeting diversity & inclusion requirements
• Led team of 18 Attendance Managers, Leave Managers, Payroll GTRs and Payroll Clerks supporting mobility, wireline and collections spanning all wireless and wireline labor contracts.
• Ensured consistent implementation of all attendance and leave policies across the Renz organization.
• Subject matter expert on COVID related attendance and the various leave options available to employees, depending on their personal situation.
• Subject matter expert on state specific laws regarding FMLA and Attendance. (Washington State Sick Paid Leave, California Kin Care, Puerto Rico Sick Leave Law)
• Created a daily Attendance Snapshot to update leadership on hourly attendance impacts. Leaders used this to see how many employees were out due to COVID and how many were working from home during each hourly interval.
• Led several collaborative efforts with HR, Labor, Consumer, National Attendance and Payroll to develop new policies and procedures around the implementation of Washington State Paid Sick Leave and California Kin Care.
• Led company-wide task force charged with developing new call center policies to dramatically improve attendance, reduce no-call and no-shows, excused absences not paid, late call-ins and FMLA time less than an hour. New policies resulted in a 25% improvement in 2017 and we reduced unplanned absences by 1180 hours.
• Managed Business Mobility Labor Liaison Team responsible for coordinating all grievances and arbitrations.
• Participated in Mobility Labor Mediation involving Bothell Call Center underpaying overtime, resulting in savings of $125K on settlement
• Implemented manager development program LEAP (Leadership, Execution, Accountability and Performance) & Leadership Academy across Business Mobility Customer Care organization supporting over 2900+ internal employees and over 5000 Strategic Partner employees.
• Trained 930 managers on new program.
• Managed team of LEAP Champions, situated in all Business Mobility internal centers, responsible for coaching center managers, to ensure proper and consistent execution and smooth adoption of LEAP program.
• Led multiple cross-functional initiatives to drive increased productivity on Rep and Team Manager scorecard metrics. Reduced scorecard metrics from 30 disparate to 5 consistent metrics across multiple work functions.
• Saved $24 Million due to organizational efficiencies.
• Developed LEAP Portal to simplify and standardize coaching documentation process and improve timely resolution of grievances attributed to Performance Management. The resulting time saved on documentation allowed for a 25% increase of coaching time.
• Designed and implemented new key principles of OUR PROMISE resulting in a 14% increase in NPS (Net Promoter Score) and reducing detractors by 40%.
• Led cross-functional cultural enrichment team focused on improving employee engagement. Initiatives resulted in a 5X increase in eNPS (employee satisfaction) from 2015 to 2017.
• Managed organization-wide effort to standardize and align selection criteria, nomination process and timelines for all internal Business recognition programs.

Contact Candidate