Managing Director, Call Center Services
As Managing Director of Cohen Brown’s Call Center Services, Johanna Lubahn is responsible for helping our clients achieve greater sales and service results in their Call Centers, and for developing new business from current and prospective clients.
In her current role at Cohen Brown, Johanna works with a global client base of call centers in various industries. This is accomplished by developing and implementing a quarterly/annual embedding blueprint that encompasses all leadership, front-line and support initiatives to meet each client’s business goals and objectives. In her tenure at Cohen Brown, Johanna has helped over 90% of clients to outperform their competitors and marketplace results on a regular basis using a combination of consulting proven best practices and process tools.
She has co-authored white papers for the call center industry, as examples: Call Center Cinderella; Rushed, Routine and Robotic; The Missing Slipper: Communications Arts and Skills; and We Need to Talk.
Previously, Johanna managed National Australia Bank’s Call Center operations in Australia and New Zealand as the Head of Telephony, Asia/Pacific. During her tenure, sales results increased 400%, employee satisfaction rates rose dramatically, and staff attrition was significantly reduced. Prior to that assignment, Johanna served as Director of Telephone Banking at Michigan National Bank, where she led the creation of a “bank-within-a-bank” profit center in the Call Center that eventually generated 50% of the bank’s retail sales. Much of this success can be directly attributed to the use of Cohen Brown training programs, methodologies, and tools. Johanna also held the positions of Regional Manager, Retail Operations Manager and Training Manager while at Michigan National.
Johanna holds a B.A. degree in Management & Organizational Development from Spring Arbor College (Michigan) and a Graduate Certificate in Retail Banking from the University of Wisconsin.Go Back