Danielle Jackson, Phd Email & Phone Number

• Implemented reporting infrastructure for 6 lines of business.
• Launched formalized digital team to handle online leads from potential clients.
• Spearheaded development of performance management system to track employee growth and coaching opportunities.
• Implemented succession planning resulting 25% increase in internal promotions.
• Assisted in transition to 24*7 contact center environment
• Scaled up outbounding efforts resulting in a 75% increase in attempts and a 50% increase in booked leads

Austin, Texas Metropolitan Area

• Facilitated SOP creation and revision of existing processes.
• Successfully managed the transition to a new reporting structure, ensuring seamless integration of teams and functions while maintaining performance.
• Managed automated dialer campaigns to prospect and qualify leads that generated 50k in revenue with agentless efforts.

Austin, Texas Metropolitan Area

• Crafted and executed an annual budget while conducting in-depth variance analysis, yielded 1 million in savings.
• Developed performance management system to track key metrics such as customer satisfaction, service level agreements and response time; improved team productivity by 30%.
• Implemented feedback mechanisms such as surveys and focus groups, result is 96% CSAT and 95% FCR.
• Established KPIs and SLAs to ensure consistency in the 2 million interactions managed.
• Established geographic redundancy and oversaw operations in four strategically located contact center facilities.
• Directed a results-oriented debt recovery team, utilizing predictive analytics and segmentation techniques to prioritize collections efforts, resulting in a 23% improvement in recovery rate and exceeding monthly.

United States

• Transitioned 50% of volume to internal BPO team 90 days faster than initially projected with no decrease in CSAT.
• 48% improvement in NPS score YOY with 25% decrease in operational expenses.
• 95% Csat for 2 lines of business with 35% increase in survey engagement.
• Led the initiative to create and deploy the company's inaugural formal retention team, resulting in a 40% improvement in customer retention for escalated customers.

• Developed and implemented a budget forecasting model that reduced operational expenses by $500k in six months.
• Increased C-sat to 94% within 90 days while decreasing unproductive time 44.11%.
• Reduced process inconsistencies which moved FCR to 95%; resulted in 28.44% decrease in calls.
• Led the successful implementation of process improvements and automation initiatives, reducing unproductive time by 44.11% in a 7-month timeframe, leading to increased operational efficiency and improved overall team.
• Orchestrated a successful customer service transformation initiative, driving customer satisfaction to an 94% within 90 days, while simultaneously slashing unproductive time by 44.11%.

Austin, Texas Area

• Implementation of NPS improvement process; Score improved 10.91% in 1 year.
• Created new onboarding training which decreased AHT by 40% and hold time by 91%.
• Delivered 90% first contact resolution rate with 25% contact increase.

• Achieved 90% average Quality Assurance score for team of 50+ agents by implementing more consistent coaching.
• Streamlined call flow and reduced handle time in sales agents by 40% within 6 months.
• Orchestrated a comprehensive training program for 100+ associates, leveraging interactive learning to improve retention and comprehension rates by 35%.

Austin, Texas Area

• Addressed escalated customer complaints and reported results directly to CS manager and president.
• Decreased escalated complaints an average of 35% per agent.
• Coached direct reports to ensure that service level agreements were met. Identified areas of improvement and implemented key initiatives.
• Implemented quality and operational improvement initiatives for organization-wide processes to improve customer satisfaction levels and business productivity.

• Provided customer satisfaction through effective and timely resolution of a variety of customer inquiries.
• Addressed customer complaints at first point of contact with minimal escalations.
• Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Completed ongoing training to stay abreast of product, prices and policy changes.

Austin, Texas Area

• Handled Inbound and outbound customer service calls and provided excellent customer service.
• Built and retained customer loyalty through timely and effective one call resolution.
• Responded to customer inquiries requests; resolved issues efficiently and professionally.
• Observed and exceeded company identified performance metrics and compliance measures to ensure retention of inbound call volume.

Doctor Of Philosophy - Phd, Psychology

Degree is in Depth Psychology with an emphasis in Jungian and Archetypal Studies

Master'S Degree, Psychology With An Emphasis In Jungian And Archetypal Studies

Bachelor'S Degree, Psychology

Activities and Societies: McNair Scholar Program

Associate'S Degree, Psychology

Activities and Societies: Phi Theta Kappa