Johanna Jackson-Gray

Customer Hire Desk Manager

Professional Overview
Johanna Jackson-Gray is an experienced customer service and operations professional with a strong background in the call center industry. As the Customer Hire Desk Manager at GAP Group Limited, she leverages her expertise in client relations, team leadership, and process optimization to drive exceptional service delivery and operational efficiency.

Experience Summary

Current Role
As the Customer Hire Desk Manager at GAP Group Limited, Johanna is responsible for overseeing the efficient and effective operation of the company's customer hire desk. She manages a team of customer service representatives, ensuring they provide prompt and personalized support to clients. Johanna's leadership has contributed to improved customer satisfaction, with the hire desk achieving a 95% customer satisfaction rating over the past year.

Career Progression
Prior to her current role, Johanna served as the Call Center Manager at Rundle & Co. Ltd., where she successfully led a team of 30 customer service representatives and supervisors. During her tenure, she implemented process improvements that resulted in a 12% reduction in call wait times and a 15% increase in first-call resolution. Johanna began her career as a Call Center Representative at Rundle & Co. Ltd. and CDS Global, Inc., where she honed her customer service skills and gained valuable insights into the industry.

Academic Background
Johanna holds a Bachelor of Science degree in Business Administration from the University of Northampton, where she graduated with Honors.

Areas of Expertise

• Customer service and client relations

• Call center operations and management

• Team leadership and development

• Process improvement and optimization

• Data analysis and performance reporting

Professional Impact
Throughout her career, Johanna has consistently demonstrated her ability to drive positive change and impact the organizations she has served. As the Customer Hire Desk Manager at GAP Group Limited, she has implemented initiatives that have resulted in a 20% increase in first-call resolution and a 10% reduction in customer complaints. Johanna's commitment to continuous improvement and her ability to foster a culture of excellence have earned her the respect of her peers and the trust of her clients.

Conclusion
Johanna Jackson-Gray is a seasoned customer service and operations professional with a proven track record of success. Her strong leadership skills, coupled with her deep understanding of the call center industry, make her a valuable asset to any organization. As she continues to evolve in her career, Johanna is poised to make a significant impact on the organizations she serves.