Marcus Johnson
About Marcus Johnson
Marcus Johnson serves as the Head of Client Contact Center at City National Bank and has extensive experience in the contact center industry, including leadership roles at Bank of America and Bank of the West.
Work at City National Bank
Marcus Johnson has served as the Head of Client Contact Center at City National Bank since 2019. In this role, he oversees the operations of the contact center, ensuring effective service delivery and customer satisfaction. His leadership contributes to the bank's commitment to providing high-quality support to its clients in Los Angeles, California.
Previous Experience at Bank of America
Marcus Johnson held various positions at Bank of America from 2004 to 2016. He started as a Resource Manager and progressed to roles including Sales and Service Executive, Business Controls Executive, and Site Executive, Senior Vice President. His tenure at Bank of America spanned over a decade, during which he led multiple contact center sites and managed vendor operations.
Education and Expertise
Marcus Johnson earned a Bachelor's degree from the University of California, Los Angeles, where he studied from 1991 to 1995. He has participated in numerous leadership programs aimed at enhancing his strategic planning and resource management skills. Additionally, he holds a Six Sigma Green Belt certification and has completed Black Belt training, showcasing his expertise in process improvement.
Leadership Roles in Contact Center Industry
Throughout his career, Marcus Johnson has demonstrated leadership in the contact center industry. He has led operations serving diverse customer segments with varying complexities. His extensive experience includes managing vendor operations and overseeing multiple contact center sites, contributing to his reputation as a knowledgeable leader in the field.