Jackson Poore Email & Phone Number

South Jordan, Ut, Us

Salt Lake City Metropolitan Area

Manage the operations of the Marketing department by ensuring Marketing Affiliates are following regulatory compliance requirements. Support the day to day operations of the marketing department and ensure we are effectively onboarding new affiliates who can increase lead volume.

Salt Lake City, Utah, United States

- Utilize various reporting tools (Alchemer, SQL, Microsoft 365, Power Apps, Tableau, Sharepoint) to view, create, and analyze data to drive performance and identify gaps.- Collaborate with leaders throughout the organization to implement new efficient and streamlined processes that lower costs and increase revenue (Process mapping, project management, and process implementation)- Lead various projects and initiatives for the organization to pilot new ideas and test for efficiency. - Partnered with different groups to review and update company policy and procedures for legal and regulatory purposes, and also for consumer interactions. - Managed the organization’s account utilized for consumer surveys and feedback. - Took in the challenge of learning technologies that would help us be more efficient and effective (Microsoft Forms, Alchemer, Power Automate and BI, Visual Studio, SQL, JIRA/Atlassian)

West Valley City, Utah, United States

- Led a team of CXRF support agents who seek to improve customer experiences by resolving escalated complaints and specialized requests over the phone, social media, and survey feedback. - Oversaw the implementation of a new Complaint Management System, which will conglomerate all types of complaints into one easy to use database. - Managed the Voice of the Customer initiative for Progrexion. Successfully implemented 56 of 115 actions items (48%) taken away from these meetings from 2022.- Established processes that have improved communication and lowered the number of complaints received.

West Valley City, Ut

- Consistently ranked at or near the top in stack ranking for overall performance and productivity. - Developed 5 frontline agents that were promoted in 2021. I also kept employee attrition down on my team below 10% for the entire year of 2021. - Led a risk initiative within the company where changes to company policy were made based on identified and ranked risks.

Midvale, Utah

- Built a strong team of independent agents in three different departments while taking on many different roles within a tiny startup credit repair organization. - Helped the company increase its staff from 6 to a total of 32 full time employees. - Assisted in the developed a quality assurance program and new hire training curriculum for the company.

Draper, Ut

- Worked with healthcare providers throughout the country to assist them in sending in needed medical records. - Created innovative process improvements for the medical record retrieval process.- Helped introduce sales techniques into the environment, which helped increase retrieval numbers by 6%.

Orem, Ut

- Promoted from a phone agent, to a trainer, to a Team Lead, and then an Operations Manager in my time there. - Led a team of up to 35 phone agents and up to 10 Team Leaders to achieve the top overall ranking for our call type in the years 2014 and 2015. - Create positive relationship with client leadership, and meet or exceed expectations for all revenue driving standards - Develop a group of Team Leaders, and prioritize time to supervise and coach them to improvement of their performance - Ensure the implementation, execution, and sustainability of the Continuous Improvement Management System and Elite Sales Performance Training- Propel the launch of all new client lines of business, including upstream sales, premium retention, and customer retention

Orem, Ut

- Developed a team of 21 agents to earn the highest number of premium service sales in a quarter as part of a national incentive including 110 teams. - Lead a group of customer service and sales representatives, and drive their sales and productivity performance to exceed targets in place- Manage time using a prioritized schedule to focus on coaching team members who have the biggest impact on performance or are the highest attrition risk - Facilitate required and supplemental training for new products, processes and changes to business operation - Activate new agent success by motivating them to proficiency in performance in a two-week timeframe, and then following up to ensure their sustainability in performance

Orem, Ut

• Train all employees on needed product and service knowledge, process changes, and sales techniques • Supplement Team Leaders on setting goals and implementing actions to increase agent performance

Orem, Ut

• Accept calls from customers and solve root cause concerns, while also up-selling products or services to ensure the most advanced experience possible • Present long term solutions to the customers who called in with technical or other problems by probing for wants, interests, and needs and providing relevant solutions

West Jordan, Ut

Bachelor Of Science - Bs, Business Administration And Management, General

Human Biology