Kelly Johnson, Customer Experience Manager.
It’s day 3 of Women in Construction Week. Today we feature Kelly Johnson, our Customer Experience Manager!
Describe your role as Customer Experience Manager:
The Customer Experience Initiative was born four years ago, in efforts to build stronger customer centered culture. I manage and lead activities focused on Customer Satisfaction, Quality Assurance, and Growth.
It has been rewarding to see how proactive initiatives have led to better partnerships and better service. One way in which MacDonald-Miller has seen the initiative’s success is through service contract retention rate. As a result of proactive Customer Experience activities, there has been a 2-3% improvement in contract retention.
“A formal Customer Experience initiative and a program manager like Kelly is critical to success and pays for itself year after year. Customer Experience (CX) also helps build our brand and helps support a rewarding and fulfilling working environment. Kelly’s efforts are not executed in a vacuum but through collaboration with our field, account managers and everyone who interacts with our clients. The customer service training that Kelly designs and facilitates helps our front line technicians become advocates for our clients business mission and that translates into happy clients who year after year choose MacMiller as their partner.” – Dave Herr, VP/General Manager of Service
Why did you choose a career in construction?
My father, Bruce McBride, is a retired electrician – he worked for many years in the field then became a teacher at the PSE JATC. I always looked up to the success and enjoyment he experienced in his career. When I had the opportunity to join MacDonald-Miller, I looked to him for advice and guidance and he urged me to go for it because the construction industry had been so good for our family, and because he had worked with MacDonald-Miller on projects and said it was a great company with top-notch employees. I loved growing up and seeing the buildings in Seattle and Bellevue he managed jobs at, and loved the idea of being a part of a company that helps build and maintain so many awesome buildings in the Northwest!
What do you enjoy most about working at MacMiller?
Working at MacDonald-Miller has been the highlight of my career. Being a part of a team that is so customer-focused and hard-working inspires me to challenge myself every day.
I was drawn to the culture of MacDonald-Miller and the amount of people I met from the company that have been here for 15, 20, 25, 30+ years. It’s impressive and I’ve never been with a company that boasts so many long-term employees!! Once I joined the team I could instantly see why – MacMiller encourages learning, growth, hard work and collaboration. Working at MacDonald-Miller really feels like I’m a part of a team making a real difference in the world – because we are, one customer at a time!”