Norris Johnson
Regional Operations & Customer Experience Management
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About
People-focused executive leader with extensive experience directing disputes, fraud, recovery, risk management, contact center, and customer service operations across financial services and BPO environments. Proven success leading geographically dispersed teams, managing client portfolios and multimillion-dollar budgets, and reducing operational risk and losses. Recognized for developing scalable SOPs, performance frameworks, and best practices that drive operational excellence and sustainable growth.
Trusted executive advisor and relationship builder skilled in navigating complex escalations, leading organizational change, and aligning cross-functional teams with business priorities. Adept at leveraging data, reporting, and continuous improvement methodologies to identify trends, solve business challenges, and enhance operational outcomes.
Education
Bachelor of Arts (B.A.), Public Administration | Augustana College
Leadership Development Program Certificate | Eckerd College
