Jackie Smith Email and Phone Number

•Leveraged business knowledge to level-set issues and escalate to Vendor Partner Manager contact.•Inspected compliance, strategies, and tactics to ensure partner centers met requirements and objectives.•Created centralized process improvements through new and revised programs.•Monitored internal process opportunities, developed strategic plans, and advanced performance within partner enterprises.•Interacted with partner call center to provide feedback and communication on process improvement opportunities.•Collaborated with Vendor Partner Managers to identify performance concerns and trending patterns through Microsoft Excel spreadsheets and metric reviews.•Maintained up-to-date project documents for initiatives, including technical details, user expectations, and deliverables.•Provide feedback on PowerPoint presentations sent to leadership team on KPI progress.•Identified system concerns and collaborated with partners and their IT teams for efficient resolutions.•Managed documentation, tracking, reporting, and storage of control evidence, risks, and action plans.•Conducted and assessed representative interactions via call monitoring systems for quality assurance.•Called customers back to assist managing escalations, resolving issues, and troubleshooting to ensure customer issue resolution.•Created a positive culture and environment of teamwork and open communication for suggestions to improve the customer experience from all levels of employees.•Promoted three times over 10-year career with the company.

•Manage employees on the technical support escalations team. Motivate the team to improve individual and team metrics for excellent customer experience and self-development.•Training and Development: Created 189-page Microsoft Word training manual for the Escalations Team to ensure team performance was current with procedures for managing work.•Handle escalation requests from Senior Leadership, social media, and field managers received in Microsoft Outlook box. Developed process to work/prioritize/follow-up on any requests that required an Executive Summary with a Root Cause Analysis write up.•Ran Daily/Weekly/Monthly reports on team metrics using Excel and Pivot Tables.•Quality control reviews to improve performance. Performed live/recorded call reviews of customer interactions to ensure consistently following flow and process. Reviewed SharePoint tickets to ensure proper documentation. Immediate feedback delivered when live observation and met monthly to level set on recorded call reviews. Ensure all subordinates provide an empathetic experience for our customers.•Developed protocols for data products support/correction.•Subject matter expert. Managed the daily team chat and answered questions for situations that were not normal business information.•Arrange vendor meets between Wholesale and field. Developed processes for handling Wholesale requests.•Working on established governmental timelines for resolution for service issues. Set periods for the team to provide updates on those requests.•Interpret service orders stuck/incorrect in the system. Developed training materials for correcting those orders and ensuring that they were properly assigned. •Troubleshooting with both hardware and software of computers and devices.•Management of Team SharePoint. Follow-up correspondence to team on changes to process.• Performed monthly archiving in Access database to ensure reporting would compute correctly and keep volumes under the 5,000 caps for system.

• Resolved escalations from various internal and external customers.• Implemented a process for order correction used company-wide.• Established interdepartmental relationships for more efficient resolution of escalation requests.

• Assisted customers with service concerns related to Data, Video, and VOIP products.• Exceeded KPIs, including sales, availability, and repeat rate.

• Assessed and developed individualized plans for people with brain injuries.• Developed and delivered customized training plans for individuals with brain injuries.• Navigated government agencies to advocate for consumer rights.• Arranged schedules with consumers to meet Department of Health billable timelines.

• Assessed and developed individualized plans for people with brain injuries.• Developed and delivered customized training plans for individuals with brain injuries.• Navigated government agencies to advocate for consumer rights.• Arranged schedules with consumers to meet Department of Health billable timelines.

Patient Services Supervisor (2004-2005)• Oversaw daily operations of a local branch of a home care staffing agency.• Managed office staff in scheduling, training, and service level review.• Coached employees to improve conduct and retention.• Conducted external sales for new account business.Patient Services Associate (2003-2004)• Coordinated scheduling of field employees to meet service time expectations.• Assessed and developed individualized plans for people with brain injuries.• Processed weekly payroll for field employees and billing for reimbursement.Employment Coordinator (2002-2003)• Upgraded patient/employee database from a paper system to a digital system.• Recruited new employees, conducted onboarding, and I-9 verification.• Scheduled training classes for potential field employee certification.