Danielle Jackson, Phd Email and Phone Number
As a customer service professional my priority is to make the customer's life easier and remove friction from the experience. I have 14 years of contact center experience, 11 of which have been spent in leadership. I believe in the power of influence, a satisfied customer carries more than just their purchasing power. At SHOP LC, my team reduced customer complaints by 30% by improving call center response times and implementing a new customer feedback system. We also facilitated 1000% increase in customer survey participation with automation within 30 days of inception. I pride myself on simplicity and consistency when it comes to solving customer problems.My commitment lies in fostering a supportive environment where my team members can thrive and excel in their roles. By removing barriers and providing the necessary resources and support, I empower my team to deliver outstanding customer experiences.In addition to my proven track record of success, I have a deep understanding of the forecasting, budgeting, QA, VOC, NPS, Fraud management, and many other aspects of the customer experience. I am also highly analytical and data-driven and have a talent for synthesizing complex information to inform decision-making.I'm always looking to grow my personal and professional network. Feel free to connect via LinkedIn or contact me directly at danielle.jackson@my.pacifica.edu
T3 Services Group
View-
Call Center ManagerT3 Services Group Apr 2024 - Present• 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
-
Customer Service ManagerRadiant Plumbing & Air Conditioning Jul 2023 - Apr 2024Austin, 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. -
Director Of Customer ServiceShop Lc Jun 2021 - Jul 2023Austin, 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 targets consistently. -
Head Of Customer ServiceShop Lc Nov 2020 - Jun 2021United 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.
-
Senior Cs ManagerShop Lc Dec 2018 - Nov 2020• 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 performance.• Orchestrated a successful customer service transformation initiative, driving customer satisfaction to an 94% within 90 days, while simultaneously slashing unproductive time by 44.11%.
-
Customer Service ManagerShop Lc Jul 2013 - Dec 2018Austin, 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.
-
Call Center ManagerLiquidation Channel Sep 2012 - Jul 2013• 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%. -
Customer Service SupervisorLiquidation Channel Dec 2011 - Sep 2012Austin, 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.
-
Customer Service RepresentativeLiquidation Channel Jul 2010 - Dec 2011• 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.
-
Call Center AgentLiquidation Channel Apr 2010 - Jul 2010Austin, 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.
Danielle Jackson, Phd Education Details
-
Psychology -
Psychology With An Emphasis In Jungian And Archetypal Studies
-
Psychology -
Psychology
Frequently Asked Questions about Danielle Jackson, Phd
What company does Danielle Jackson, Phd work for?
Danielle Jackson, Phd works for T3 Services Group
What is Danielle Jackson, Phd's role at the current company?
Danielle Jackson, Phd's current role is Experienced Contact Center Director | Transforming Teams to Deliver Extraordinary Customer Experiences.
What schools did Danielle Jackson, Phd attend?
Danielle Jackson, Phd attended Pacifica Graduate Institute, Pacifica Graduate Institute, St. Edward's University, Austin Community College.
Not the Danielle Jackson, Phd you were looking for?
-
Danielle Lord, PhD
Auburn, Wa2providence.org, providence.org1 +125326XXXXX
-
Danielle Jackson, PhD
Instructional Designer & Lecturer - University Teaching And Course Design ExpertiseIthaca, Ny2mansfield.edu, odu.edu -
Danielle Olivier Jackson, PhD
Greater Houston1fortbendisd.com
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial