Jacqueline Mckenzie Email & Phone Number

Houston, Texas Area

Managed teams of professional employees focused to assist customers with new business energy solutions; exceeded established goals and targets. Oversaw daily operations for commercial department and related objectives; performed various HR efforts such as staff recruitment and development resource utilization. Created and developed sales culture resulting in solid incremental market share gains along with maintenance of operational efficiency; managed team and drove sales goals from channel partners.  Implemented process for new shoppers, resulting in close rates increase; consistently achieved goals of 10%-15% month-over-month. Added products at a rate of 20% of goal within first year and increased cross-sells value; improved processes through development of call back process which achieved 5%+ weekly sales per agent. Developed and prepared situational scripting and work-around efforts that increased team efficiency; improved customer service overall, increased sales and mentored top performing teams. Monitored daily team performance and measured work through standard audits; analyzed reports, oversaw calls, provided individual coaching, scorecard reviews; prepared weekly, monthly and annual performance management reviews.

Houston, Texas

Supervised 25 customer service sales agents taking inbound calls and processing new transactions; responsible to provide direct customer electric service and efforts to cross-sell products. Drove and monitored profitable acquisition sales, performance appraisals, coaching; performed development planning, counseling and overall team supervision.

Houston, Texas

Oversaw team of 20 highly skilled agents responsible for problem resolution initiatives; team handled customer’s escalated situation upon first contact, eliminating follow up processes and second calls. Demonstrated leadership by developing and mentoring team to achieve efficiently; enforced goals to effectively address and customer issues, resulting in positive outcomes. Analyzed customer feedback through industry knowledge to identify improvements and enhance customers’ experience.

Houston, Texas

Supervised team of executive desk representatives, responsible for resolution of customer service issues; responded effectively to a variety of escalations.  Provided daily management and oversight to 10 escalations representatives; acted as point of contact for related account issues or problems. Responded professionally to escalated calls from BBB, Media, and the Office of the President; exhibited communications abilities to follow protocol and address challenging situations.

Houston, Texas

Served in supervisory and management role, responsible for building team of 20 customer service representatives; ensured proper processing of calls about service issues and customer requests. Established and develop successful team through education, training and mentorship efforts; provided complete supervision of team, as well as, performance requirements and appraisals. Led team and set priorities to ensure task completion and accomplishing performance goals; focuses included, Quality, Adherence, Service Level and Average Handle Time (AHT).

Sugarland, Tx

Drove development of WorldCom's Telecommunication first Global Email DepartmentCreated and implemented 95% of all processes and procedures for new Email departmentSupervised team of 10 employees in support of WorldCom's largest and most sensitive Email Global accounts.Coached and developed employees in customer service, procedural guidelines for account maintenance and resolving complex service and billing issues.Created various management reports for documentation and tracking of productivity, customer issues and Agent performanceMonitor activities, transactions and records of transactions