Marcus T. Johnson
Master's of Business Administration (MBA)
Master's of Science, Telecommunications Engineering (MS)
Project Management Professional (PMP)
Certified Workforce Development Professional (CWDP)
I am a senior operations and development strategist specializing in leading effective teams that exceed stakeholder expectations through world-class program delivery.
Throughout my career I have stepped up to respond to critical problems including municipal COVID-19 response, economic development, technology deployment for critical medical services as well as product and service delivery.
I consistently deliver:
- Elegant programs appropriate for product/service demand
- Organization and brand advocacy
- Measurable mission results
- Scalability and sustainability by aligning efforts to capitalize on opportunities
WHO am i?
I thrive on results, action, enthusiasm, and collaboration.
I am constantly described as:
- Tenacious & tactful leader
- Invested in mission results
- Value people
- Take a consultative & prescriptive approach to solve problems
What are my goals?
- Wins: Honorable achievement with a high performing team
- Development: Continued growth through challenging and dynamic work
- Pay It Forward: Develop others as others have invested in me
- Dig For Diamonds: Continue to exceed expectations and refine skills
- Be The Standard: Meaningful Social Impact
Leadership qualifications
- Senior Level Management
- Problem Solve Complex Issues
- Relationship Management
- Exceed Quotas and Goals
- Revenue Pipeline Management
- Contract Negotiations
- Stakeholder Management
- Operations Management
- Process Improvement
- Policy Development
- Program Management
- Public Relations & Engagement
- Talent Management
- Provides Technical Guidance
- Community Engagement
I have Director-level experience in development of national strategies, designing and leading world class teams and programs benefiting EBITDA and promote value.
- Strategic Operations
- Business Development
- Portfolio Management
Over my 20-year career spanning several sectors, I have developed high performing teams to execute a variety of projects from generating revenue to process improvement.
- Delivered innovative solutions for economic development services
- Led complex equipment deployment for the nation’s 2nd largest hospital network
- Led national sales teams for start-ups
- Executed critical negotiations for Fortune 500 companies
- Provided Diamond-level service for clients in Real Estate
Adaptability - My broad and deep experience and success across multiple sectors has enabled me to amass a tool kit of solutions to drive performance.
Situational Awareness – I have a unique ability to connect every individual team member to the organization’s strategic objectives and create stakeholder champions.
Laser Focus - Ability to maintain a clear, concise understanding of priorities, goals, objectives, while driving teams to overcome hurdles to deliver quantifiable results.
skillset
Public Relations & engagements
workforce development
community engagement
talent management
project management
economic development
YEARS OF EXPERIENCE
In addition to these steps, I’ve discovered it is critical to consistently assess team dynamics, gather feedback, and iterate on strategies to adapt to changing circumstances. Encouraging a growth mindset and investing in the professional development of team members contribute significantly to building a sustainable high-performing team and nurturing future leaders within the organization.
- Vision Alignment:Ensure that team members understand and align with the organization's vision and mission.
- Individual Alignment: Help team members connect their personal and professional goals to the larger purpose of the team and organization.
- Regular Reinforcement: Consistently communicate the team's purpose through various channels to reinforce its significance.
- Process Mapping:Clearly define and document key processes and workflows within the team.
- Roles and Responsibilities: Establish and communicate clear roles and responsibilities for each team member.
- Workflow Optimization: Continuously evaluate and optimize working procedures to enhance efficiency and effectiveness.
- Regular Team Meetings: Conduct regular team meetings to provide a platform for open discussions.
- Anonymous Feedback Channels: Implement anonymous feedback channels to encourage honest and constructive input.
- Active Listening: Encourage active listening skills within the team, fostering an environment where everyone's voice is valued.
- Diversity and Inclusion Initiatives: Embrace diversity and implement inclusive practices within the team.
- Strengths-Based Approach: Identify individual strengths and leverage them for the overall benefit of the team.
- Cross-Functional Collaboration: Encourage collaboration between team members with diverse skills and backgrounds.
- Transparency: Foster a culture of transparency by openly sharing information about team goals, challenges, and successes.
- Reliability: Encourage team members to consistently deliver on commitments, building trust over time.
- Conflict Resolution: Develop effective conflict resolution strategies to address issues promptly and constructively.
- Agile Mindset: Promote an agile mindset, emphasizing the importance of adaptability in a dynamic work environment.
- Training and Development: Provide training opportunities to enhance team members' adaptability skills.
- Scenario Planning: Conduct scenario planning exercises to prepare the team for potential changes and challenges.
- Collaborative Goal Setting: Involve team members in setting and refining team goals.
- Recognition of Contributions: Recognize and celebrate individual and collective achievements to reinforce a sense of ownership.
- Team-Based Performance Metrics: Implement metrics that measure team performance collectively, fostering a shared sense of responsibility.
- Learning Culture: Cultivate a culture that values continuous learning and professional development.
- Mentorship Programs: Establish mentorship programs to facilitate knowledge transfer and skill development.
- Learning Platforms: Provide access to learning platforms and resources to support ongoing skill enhancement.
- Market Analysis: Conduct a thorough analysis of the market to identify opportunities and challenges.
- SWOT Analysis: Assess the project’s strengths, weaknesses, opportunities, and threats.
- Customer Needs Assessment: Understand and prioritize customer needs to align the project with market demands.
- Competitor Analysis: Examine competitors to identify unique selling propositions and potential differentiators.
- Financial Modeling: Develop detailed financial models to forecast revenue projections.
- Profitability Analysis: Evaluate the profitability of the project by considering costs, pricing, and revenue potential.
- Risk-Adjusted Revenue Targets: Set revenue targets with risk considerations, accounting for potential challenges and uncertainties.
- Scalability Assessment: Consider the scalability of the project to ensure revenue goals can be met in various scenarios.
- Technical Feasibility: Assess the technical capabilities required for project implementation.
- Legal and Regulatory Compliance:Conduct due diligence to ensure compliance with relevant laws and regulations.
- Resource Assessment: Evaluate the availability and adequacy of resources, including manpower, technology, and infrastructure.
- Market Feasibility: Analyze the market conditions to determine if the project is viable and sustainable.
- Cost-Benefit Analysis: Compare the expected costs of the project against the anticipated benefits.
- Timeframe for ROI: Define the expected timeframe for realizing a return on the investment.
- Risk-Adjusted ROI:Consider potential risks and uncertainties in calculating the return on investment.
- Post-Implementation Review: Plan for a review process post-implementation to assess the actual ROI against projections.
- Scope Definition: Clearly define the project's objectives, deliverables, and boundaries.
- Scope Verification: Validate and gain consensus on the project scope with key stakeholders.
- Scope Change Management: Establish a process for managing and documenting scope changes.
- Budget + Schedules:
- Budget Allocation: Allocate resources and funds based on the project's requirements and priorities.
- Schedule Development: Create a detailed project schedule with milestones and timelines.
- Contingency Planning: Incorporate buffers in both budget and schedule to account for unforeseen challenges.
- Resource Planning: Identify and allocate the necessary resources, including personnel and materials.
- Stakeholder Communication Plan: Define a plan for communicating with various stakeholders throughout the project.
- Communication Channels: Determine the appropriate channels for different types of communication.
- Feedback Mechanism: Establish a system for receiving and incorporating feedback from stakeholders.
- Crisis Communication Plan: Develop a plan for communicating effectively in case of unexpected issues.
- Risk Identification: Identify potential risks to the project's success.
- Risk Assessment: Evaluate the likelihood and impact of identified risks.
- Risk Mitigation Strategies: Develop strategies to minimize or eliminate potential risks.
- Contingency Plans: Establish contingency plans for high-impact risks that cannot be fully mitigated.
- Regular Reporting: Implement a regular reporting system to update stakeholders on project progress.
- Milestone Celebrations: Recognize and celebrate key milestones to boost team morale.
- Issue Identification: Encourage team members to identify and report issues promptly for quick resolution.
- KPIs (Key Performance Indicators):
- KPI Selection: Define and select relevant KPIs aligned with project goals.
- Performance Measurement: Regularly measure and evaluate performance against established KPIs.
- Continuous Improvement: Use KPI data to identify areas for improvement and implement necessary changes.
- Quality Standards: Clearly define and communicate quality standards for project deliverables.
- Quality Assurance Processes: Implement processes to ensure adherence to quality standards.
- Continuous Monitoring: Regularly monitor and assess the quality of work throughout the project lifecycle.
- Feedback Loops: Establish feedback loops for continuous improvement in quality.
- Resource Forecasting: Forecast resource needs based on project progress and future requirements.
- Risk Forecasting: Anticipate potential risks and their impact on project outcomes.
- Financial Forecasting: Project and update financial forecasts based on actual performance and changes in project dynamics.
- Quality Control Inspections: Conduct regular inspections to ensure deliverables meet quality standards.
- Client Feedback: Gather feedback from clients and stakeholders to assess satisfaction.
- Continuous Improvement: Use feedback and inspection results to drive continuous improvement in quality.
- Task Tracking: Implement a robust task tracking system to monitor progress on all project tasks.
- Metric Analysis: Regularly analyze project metrics to identify trends and areas for improvement.
- Resource Utilization: Monitor the efficient use of resources to optimize project outcomes.
- Comprehensive Reporting: Provide comprehensive reports to stakeholders, summarizing key metrics and overall project health.
- Remember, effective project management requires a dynamic and adaptive approach, so these details can be further tailored to the specific needs and nature of your project.
- Comprehensive Performance Reports: Generate detailed reports covering all aspects of project performance, including timelines, budget adherence, quality metrics, and key performance indicators (KPIs).
- Visual Data Representation: Utilize charts, graphs, and other visual aids to make complex data more accessible and easily understandable for stakeholders.
- Trend Analysis: Conduct trend analysis to identify patterns in project performance and make data-driven decisions for continuous improvement.
- Variance Analysis: Compare actual project performance against the planned benchmarks, investigating any significant variances.
- Stakeholder Recognition Programs: Implement recognition programs to acknowledge the contributions of key stakeholders, including team members, clients, and partners.
- Public Acknowledgments: Recognize project successes publicly through press releases, social media, or other communication channels.
- Awards and Certifications: Pursue and showcase relevant industry awards and certifications as a testament to the project's success.
- Acknowledgment Events: Organize events or ceremonies to acknowledge and thank stakeholders for their dedication and support.
- Clear Success Metrics: Define specific success criteria that align with the project's goals and objectives.
- Key Milestone Achievements: Identify and celebrate key milestone achievements that contribute to the overall success of the project.
- Client Satisfaction Surveys: Conduct client satisfaction surveys to gather feedback and measure the success of meeting client expectations.
- Post-Implementation Review:Assess the project's success through a comprehensive review process after the completion of key deliverables.
- Post-Project Evaluation: Conduct a thorough evaluation of the project, focusing on both successes and challenges.
- Documentation of Lessons Learned: Document insights gained from the project, detailing what worked well and areas for improvement.
- Knowledge Sharing Sessions: Host knowledge-sharing sessions to disseminate lessons learned throughout the organization for continuous learning.
- Integration into Future Projects: Apply lessons learned to improve processes and decision-making in future projects.
- Feedback Mechanisms: Establish feedback mechanisms to collect input from stakeholders on the project's success and areas for improvement.
- Iterative Planning: Use feedback to iterate and refine project management approaches for ongoing and future projects.
- Benchmarking: Compare project performance against industry benchmarks and best practices to identify opportunities for improvement.
- Adaptive Strategies: Implement adaptive strategies based on insights gained during the project to enhance overall project management effectiveness.
- Sustainability and Long-Term Impact:
- Environmental Impact Assessment: If applicable, assess and report on the project's environmental impact, showcasing sustainable practices.
- Long-Term Benefits Realization: Monitor and report on the realization of long-term benefits and outcomes resulting from the project.
- Legacy Planning: Develop plans for sustaining project success beyond its initial implementation, ensuring long-term value for stakeholders.
Active Service
Aurora Economic Development Council
Second Chance Center Board of Directors
Community College of Denver Advisory Council
Management & experience summary
Launched Programs
Established the 1st Telecom Expense Management System
De-centralized billing and accounting across all 12,000 domestic locations, High staff turn-over creating knowledge gaps in existing services, new staff installing unnecessary services, creating duplicate billing, excess service lines. This process repeated for at least 10 years
C-Suite under pressure to find $170M in savingsor additional revenue from 2007 to 2011 or execute management level staff reductions
2007 Corporate staff that didn't understand telecommunications billing, company structures or telecom procurement for Wireless, Data, Landlines or long-distance
Reluctance to change
Move to Centralized Billing
I gain CFO and COO buy-in to have 100% of telecommunication send to a 3rd party vendor for certified processing and sorting. I outlined lined the issues, potentials savings, and benefit to over 1,000 district managers
Excess Line ReductionSourced an auto-dialer services to call each of the 45K+ known phone lines to validate if the number was a working, belonged to H&R Block or in-service. Performed multiple passes over 2 weeks to identify lines that could be eliminate, reducing wasteful expenditures.
Recommended National StandardsDeveloped a Telcom service SOP, considering office size (people, revenue, type of service) with the required telecom to ensure ample capacity for peak period customer service.
Oversaw RFPs with Largest ProvidersRequested best package for Conference Calling, Local Services, Long-Distance, Wireless, premise equipment and rebates with the nation's largest providers (AT&T, Sprint, Verizon, SBC, Embarq - 2007). Negotiated aggressive overbilling and credit recovery from over 250 localized carriers
Telecom Expenses
$8M
Savings
- Deep understanding of our Telecom Partners, Created an annual review process to capture overbilling, avoid service disruptions, and SLA credit recovery
- $4M/year savings 2008 - 20011
- The Auto-dial became a new Technology Services standard to test Office Readiness prior to the Tax Season
- Individual contribution to Corporate Savings goal of $170M
$20M
Realized Savings
2007-2011
South Central Regional Sales Team
Underperforming Sales Staff Low Marol, Accustomed to last-rankings, used economy as an excuse
Toxic environment, inconsistent leadership, no sales processes, confusion and low-customer confidence
Last in all national sales and performance metric ranked #5 out of 5 regions
Fact-Based Sales Playbook
Assess territories based on past performance, financial analysis, company targets to POA for each territory (i.e., Texas - client show ratios, Tenn. - client retention post-sales.)
Team & Moral BuildingConvened 1:1's to understand individual staff, personal motivators professional goals, and inhibitors. Quickly identified high- performers, those in need of additional training, and removed low-performers/low-motivated individuals for shifts.
Direct Engagement with UnderperformersCommunicated new expectations, offered 1:1 training, additional resources, eliminated non-performance excuses. If POAs and CAPs rejected, removed low-performers/low- motivated individuals for shifts
Deployed Sales Solutions & ProcessesOutsources lead generation, database maintenance, and travel arraignments to recognize immediate budget benefit. Leveraged free apps, US Dept of Education and other statistical databases to educate and inform sales associations. Personally, demonstrated successful sales and processes.
overhead costs
25% Savings
- 30% increase in workshop attendance
- 50% decrease in workshop walk-outs,enabling sales team could meet with additional potential clients
- 40% increase in Net Sales - moving the South-Central region from #5 to #3 with-in 5-months
- Increase team compensation and sales bonuses
40%
Net Regional Revenue
Opened LA's 1st Sobering Center
Tenured underperforming medical and safety staff, Incorrect assessments, sending intoxicated homeless to jail.
Stress on Medical, Fire & Safety resources, increased Roll- Time, Patrols, and Distractions.
$3M to $5M in wasted resources time
Aligned Political Champion
Assessed solutions and alignment with local elected officials including LA Mayor Garcetti and Board of Supervisors
Business Case DevelopmentCreated a project plan that provided low-cost technical COTS solutions, in addition to staffing support of contractors motivated and compensated by KPIs
Sourcing: People & ProcessSourcing: People & Process Evaluated capabilities, reputation, and performance histories. Mission alignment between contracted organizations, established cross-functional training to ensure new team success
- Delivered cloud-based EMR Systems to LA's 1st Sobering Center: David L. Murphy Sobering Center
- Provide specialized treatment for intoxicated individuals who were transported to the facility instead of hospitals;
- Freed up emergency responders and keep hospital beds openfor people who need them most.
Y1 - 2,463 "sobering encounters"
Y3 - 9,133 "sobering encounters"
$9.6M in Annual Savings
-2017 Cal Health Report
Streamlining and Sustainability - Created a new way of doing business for City & County of Denver
Thrusted into an ecosystem of over 60 siloed, unaligned, and inconsistent performing agencies
- Lead, championed & funded core partner organizations
- Aligned organizations enabling rapid customer engagement and sustainable services
TODAY:
- Community College of Denver's Center for Workforce Initiatives (CWI) serves as WORKNOW'S backbone
- Seed funders and project owners provide management and oversight of CWI staff
FISCAL
- Seed funders
- Project Onwers (Employers, Customers)
- Education and Training
- Workforce Strategies and Policies
- Supportive Services
Influencer
- Public Parnters (Decision-makers)
- Financial Supports
- Education and Training
Delivery
- Employment Services
- Job Quality and Access Services
- Workforce Strategies and Policies
Bolstering Denver's Construction Talent Pipeline.
Denver has over $9B in city construction and infrastructure projects
Critical talent shortages that jeopardize project on-time delivery
Delays equate to:
Situational Awareness & Possible Solutions
Conducted national construction policy best practices review; Extensive Industry Interviews; Analysis of internal assets and resources; Survey political environment
Business Case Development & AdvocacyLead negotiations between City Council Members and the Mayors Office, Identified target populations that would benefit from high-paying sustainable jobs, created budgets, secured funding, identified key stakeholders, secured Mayoral Proclamations and agency approvals
Consensus & Stakeholder ManagementSecured agreement with over 35 SLG agencies, industry associations, contractors, unions, and CBOs to connect job seekers to Construction Careers
Leadership & ExecutionConnected the unemployed & under-employed to construction career training, built databases and reporting tools, established IGAs and contracts for wrap around service providers, developed workforce development contract language, built a new organization that is the pride of regional workforce development
Created State & Municipal Standards
- Formed the Denver Construction Careers Pilot, a national standard construction careers development.
- Workforce Development requirements adopted by the State of Colorado within 1-year. Industry embraced outreach and engagement for youth and underserved populations for talent development
Diversifying Franchise Ownership
- H&R Block (Kansas City, MO) Leadership baffled by market share loss
- C-Suite under pressure to ebb losses in tax preparation in YOY (Down 3M to 5M YOY)
- Corporate staff didn't listen to tax preparers. Viewed as temp help, didn't have a voice.
- Public Perception H&R Block = Border Patrol (Government Entity)
Studied IRS Data
- I reviewed the IRS Preparer Tax Identification Number (PTIN) system to determine where historic H&R Block customers were going for services.
Demographic Analysis
- Demonstrated clients in highly diverse cities where increasingly movnig to "Mom & Pop" tax prep offices
- Offices where the staff mirrored the hyper-local population were stable
- Offices that did not mirror the local pop, declining
Recommended Expanding the Franchise Program. Built business case based on:
- Found sustaining funding resources (Closing Sears Ofices & Lists of people who failed to file)
- Millions lost to ex-H&R Block Tax Preparers who opened their own business
- Championed feedback that preparers with similar life experiences or cultural understanding might be better equipped to offer advice on tax benefits or obligations related to these circumstances
- Examples: Language Barriers, Percieved Bais, and Discrimination, Community Cupport, Specific Financial Circumstances
YEAR 1
15+ Net New Franchisee Offices
$17M
- Enabled access to the American Dream and Generational Weath
- Sold multiple offices to MWVE owners. 100% minorities and 1st Generation Americans
- H&R Block grew tax return count for the 1st time in 10 years in Southern California (LA County)
- 3 of the top area tax preparers became franchisees and advocates for franchise expansion in 2010 and 2011
Innovations to Support the Administration - Allowing the Mayor's Office to Focus on COVID-19
Growing Concerns Over:
- Diversity, Equity, Inclusion & Belonging
- Access to City Resources
- Delivering on Bondy Commitments
Complaints From Community Advocates:
- Industry Associations
- Registered Neighborhood Associations
- Non-Profit Organizations
Community Impacts:
- Reduction DPS Student Engagement
- Crime Rate Concerns - Hot Spots
- Access to Wrap Around Services
Convened community and industry inputs to identify solution though leaders and gather a list of root cause issues.
Aligned resources to identify a short list of impactful solutions and resources.
Created communication plans, accountability matrix and action plans to demonstrate the administrations commitment to Denverites concerns.
Leveraged COTS Solutions to promote activity and progress:
- Activity reports to COVID-19 EOC
- Virtual Workshops (Zoom, Teams)
- Video Interviews
- YouTube Training & Informational
- Assisting Higher Ed with grant applications (MSU, CCD, CUD)
- Continuation for Services for DCCP
- Created a workforce impact methodology for RISE BOND
- Support Framework for City Wide DEI efforts - 2020
- Catalyst for cross-agency collaboration
- Created Special Revenue Fund from Construction Permits
turner construction
- Secured $130 million plus in contracts during tenure
- Identified $1.7 billion in target projects for 2026
- Workforce Development Coordinator for public sector projects
- Evangelist for operations team expertise
- Proved over $50 million in non-competition leads to trade partners and other Turner regions
CITY AND COUNTY OF DENVER, DENVER ECONOMIC DEVELOPMENT AND OPPORTUNITY
DENVER CONSTRUCTION CAREERS PROGRAM
- Provide foundational leadership and planning to establish the Denver Construction Careers Pilot (DCCP).
- Supported over 14,000 jobs across 13 projects valued at $10M to $230M
- Managed 12 vendors to provided supportive services, training, and shared services
- Drove automatic college enrollment of Denver Public School free/reduced lunch students to 2 local universities.
- DCCP outcomes featured in at 2020 Winter U.S. Conference of Mayors - Workforce Development Board meeting.
LA COUNTY DEPARTMENT OF HEALTH SERVICES
- $3.5M Electronic Health Records system deployment in LA County Sobering Center. Approximately 25 people a day, removing them from emergency hospitals or prisons. Financial benefit estimated $8M per year.
- $24M maternity ward equipment upgrade across the LA's largest 6 hospitals.
- $15M migration of prescription fulfillment system.
CITY OF SIERRA VISTA
- Established the 1st Office of Economic Development for the City of Sierra Vista
- Worked directly with Department of Defense IT Contractors to address business need by coordinating meetings with state and federal decision makers such as senators, congress members, and local councils.
- City Council adapted 2 workforce development proposals for improvements to the historical business district of Sierra Vista
- Researched various state and federal economic development programs and prepared various technical reports for the City
- Council, City Manager and Community Development Director such as down payment assistance programs which can promote home ownership.
EDUCATION JUNGLE
- 100%+ return on investment within 8 months of operations
- Forged partnerships with 4 Private Colleges and Universities that guarantee admissions for students
- Created high impact direct mail campaigns for online registrations yielding 1%+ response rate
- Coordinated/scheduled volunteers and part-time staff to service clients over 70 hours per week
- Developed a 2-year strategy to increase IT capacity, enrollment, with a target of 85% retention
- Deployed value-add online & mobile features, to increase overall student engagement
Associations
Government Procurement, Oversight and Program Administration
Industry Engagement
Vendor Management, Private
Boulder, Colorado
1994 - 1999
Boulder, Colorado
1996 - 1998
Phoenix, Arizona
1999 - 2000
Phoenix, Arizona
2000 - 2001
Phoenix, Arizona
2000 - 2004
Phoenix, Arizona
2004 - 2007
Kansas City, Missouri
2007 - 2009
Los Angeles, California
2009 - 2011
Dallas, Texas
2011 - 2013
Los Angeles, California
2013 - 2015
Sierra Vista, AZ
2015 - 2016
Los Angeles, California
2016 - 2018
Denver, Colorado
2018 - 2022
Denver, Colorado
2018 - 2022
Denver, Colorado
3/2022 – Present
