Alex Jackson Email & Phone Number

I lead and direct multiple groups including Customer Service, Account Management, Collections, Provisioning, Project Management, Field Operations and Office Administration. I am responsible for defining and delivering the industry-leading customer experience at FirstDigital where my success can be measured by outstanding customer retention percentages and.

Riverton, Utah, US

• Managed the activities of the Contact Center by establishing procedures and ensuring quality service standards were achieved.
• Analyzed Contact Center statistics to ensure an adequate number of agents and supervisors were available to answer telephones and email.
• Provided leadership, coaching and training to supervisors and agents relative to performance enhancement and exercising sound judgment.
• Conducted performance evaluation meetings with supervisors; coached them in conducting goal setting discussions and helped them provide feedback to call center agents to ensure performance standards are met.
• Made hiring and separation decisions for the Contact Center.
• Facilitated department meetings and communicated performance and productivity information regularly to Demonstrator Support Director.

Herndon, VA, US

• Managed billing, order entry, and e-mail support teams.
• Analyzed, developed, and improved process and procedure to achieve organizational efficiency.
• Provided leadership and training to ensure productivity and quality goals were being met.
• Participated in the creation of quality standards and conducted weekly call and e-mail monitoring.
• Resolved escalated customer calls.
• Conducted weekly team meetings, monthly one-on-ones, and annual performance reviews.