Christopher J. Jackson Email & Phone Number

Richardson, Texas, Us

Internally recruited to help create and establish a culture and processes for the newly created Customer Solutions Architect Team. I was able to handle service requests, client escalations, create help file articles, learn new products, collaborate with new departments, cross product train for my teammates, and continue my education on the multiple integration points between products. These includ ActiveBuilding, Lead2Lease, Websites, Syndication, Marketing Center Management, Classifieds, Online Leasing, Contact Center Leasing, Contact Center Maintenance, LeasingDesk Insurance, Screening, United Platform, OneSite Leasing and Rents Core, Knock LMA, and Knock Analytics. ■ Created, approved or assisted on a total of 173 ILM Lead Manager articles■ Accounted for 79% of total Customer Success Architect ILM cases resolved ■ Top 5 on the list of most cases completed by a Customer Success Architect■ Conducted over 30 Screening Scoring Model Reviews■ Completed 1,154 total tasks including emails and phone calls or project goals■ Help teammates with organizing and executing numerous product trainings and ways to improve case documentation■ Closed out 20% of all Client Success Architect Knock and Knock Analytics tickets■ Owned and helped assist on over 50 plus Client Health Events

Richardson, Texas, Us

Here I nurtured 9 key accounts, served as primary point of contact, and captured revenue opportunities by driving client adoption and usage to achieve targeted annual revenue goals. I proposed 1 of 9 separate products offered under the LeaseStar brand. I conducted quarterly business reviews to analyze key metrics of customer usage and identify opportunities for improvement. I established and cultivated client relationships that fostered open communication and trust. I marshaled internal department heads to maximize client success.■ Directed negotiations in the closing of ~$20K sale of web interface to function as primary marketing platform for influential multi-family industry leader to promote 9 different properties.■ Prepared major client (JVM) to overcome challenges with navigating LeaseStar and successfully upsold client to attain additional product solutions: Payments, OneSite and YieldStar.■ Increased revenue opportunities through identifying top 10 lead generation sources for the largest privately owned association management company in the Delaware Valley area with 41 properties across the US.

Richardson, Texas, Us

In this position, I maintained $1.6M revenue stream through fostering relationships with 57 Propertyware accounts with 52,674 units. I immediately built trust with newly implemented customers through proactive feedback campaign phone calls. I leveraged relationships between internal leadership teams to optimize outcomes for each customer.■ Increased portfolio of 67 customers across the US and Canada to $2M+ and 70,000+ units, by delivering onsite training / consulting with customer base.■ Chosen to handle 22 of the top 50 revenue generating client accounts; implemented a total of 38 Renter’s Insurance accounts with 9,913 units.■ Increased portfolio growth to reach $1.7M through offering 123 paid on-site hours of training and consulting in 1 year; which in turn decreased cancellations 1.7% in 2015.■ Raised revenue from $5K to $118K in 8 months for the nation’s largest residential real estate brokerage operating in 50+ of the 100 largest metro areas in the US after providing guidance to minimize overwhelm.■ Restored neglected key account with 3,950 units and expanded revenues by re-focusing efforts on delivering value to retain their business. ■ Developed Welcome to Propertyware webinars for newly-implemented customers. Initiated online training plan for 3 accounts and executed Welcome to Propertyware webinars for new clientele.■ Instructed more than 315 customers on Propertyware system over 7 road shows.

Richardson, Texas, Us

In this position I took ownership of developing 70 Propertyware accounts with 40,409 units totaling $1.3M+ in revenue. I served as system administrator and expert user for Propertyware Training Department, delivering both paid and complimentary Propertyware Trainings to clients and other RealPage departments. I stepped in to resolve escalations surrounding billing discrepancies, address implementation issues and answer user questions.■ Created Instituted renter’s insurance for single family property owners; defined training program and coordinated implementation schedule for 50 clients with 13,640 units over 12 months.■ Reduced cancellations 1.2% due to complimentary trainings, paid trainings and escalations.■ Assigned to trained and maintain 50 Renter’s Insurance Implementation clients as subject matter expert on LeasingDesk Renter’s Insurance.

Richardson, Texas, Us

At this time, I focused on supervising 25 full-time Propertyware agents. I worked 1-on-1 with agents and listened to customer calls to pinpoint areas of opportunities and define individual performance goals. ■ Moved team average from 3.7% to 4.1% and increased agent scores 15% month over month for 8 consecutive months. ■ Led recruitment process for support team in the Philippines; traveled abroad to train 11 off-shore agents on the Propertyware Product to establish and grow Pilipino call center.■ Accomplished average wait time of 2 minutes, 24 seconds and upheld 86% service level for Propertyware clients. ■ Reduced number of service request tickets 2.1% after enabling customers to update billing information and upgrade subscriptions from online application.

Richardson, Texas, Us

Here I was initially hired as level 1 support agent; promoted to Level 2 after maintaining 91% quality assurance scores and averaging 93% FCR throughout life of tenure. I enabled QA team to achieve 95% monitored score after designing new QA form

Richardson, Texas, Us

At this time I was one of two individuals recruited to simultaneously support 4 products (OneSite, Propertyware, Tenant Pro 7, Complete). I resolved difficult customer situations with patience and empathy. I consistently delivered highest first call resolution ratings across entire product support team.