Jason Dowden Email & Phone Number

Dallas, Texas, United States

Dallas, Texas, United States

• Managed workforce for a multi-billion-dollar organization with 25K+ employees, optimizing staffing, payroll, and tools. Established an Employee Lifecycle org to enhance employee experience from onboarding to retention..
• Led a $35M organization of over 350 managers, associate directors and GMs who focused on various workforce related functions around forecasting, managing real-time call delivery and employee pay and scheduling.
• Provided client-centric, top-tier support through collaboration with key leaders and understanding specific needs, analyzing business trending and offering meaningful solutions focused on driving growth.
• Supported the forecasting and delivery of 100M annual contacts achieving Accessibility targets of 95% consistently, while driving significant technological (SaaS, CCaaS, CRM & AI) transformation.
• Built a Business Continuity Program, guiding unionized groups in contingency planning for seamless customer service. Oversaw fraud/CSO/disaster events, directing customer mitigation as well as major outage support.

Dallas, Texas, United States

• Established and managed a 'human assist' channel for digital interactions, overseeing 2,500 internal/BPO chat, social media, and back-office representatives. Assembled various teams into a cohesive organization after.
• Innovated an improved Omnichannel customer journey for effective cross-channel issue resolution through enhanced tooling integration, Google AI implementation and bonus/penalty/incentive restructuring.
• Provided professional technical, sales and retention support to customers through digital transformation, product strategy, and human-centered focus while overseeing proper quality assurance.
• Realized reduced containment rates, improved resolution scores and overall customer sentiment increases while improving sales penetration / close rates through targeted offers and healthy incentive programs.Key Skills.

Dallas, Texas, United States

• Provided strategic direction and leadership across operations and long-term initiatives for AT&T’s large Consumer Care division, overseeing 30K+ employees/vendors and a $2B+ budget. Key Highlights:
• Lead project planning and execution to solve for over $100M in budget gap pressures driving >20% YoY reductions while achieving both operational (CX) and sales/retention objectives.
• Directed day-to-day operations and long-term CX and employee strategy, providing C-suite and Board-level materials as well as external communication support.
• Built a multi-year playbook focused on building meaningful relations where customers felt guided to the best, needs-based solutions by technology powered, human-centered experts.Key Skills: C-Suite & Board Level.

• Led a 3,000+ employee, $100M global organization delivering premium support to our most valuable and vulnerable telecom and video subscription products. Built brand loyalty through enhanced CX strategies creating.
• Introduced BOTs/automation, implemented sales opportunities and reduced churn to realize >$100M in annualized call shed, dispatch reduction, cost-avoidance and revenue generation.
• Led, coached and developed team members to optimize empowerment and accountability while promoting over 30 frontline reps and managers to their next level of management while growing the team by 250%
• Achieved highest annual attainments across peer group (102%) while exceeding budget by 10% through driving process improvements and agent performance through data insights and rigorous goal setting.Key Skills: Process.

Dallas, Texas

Plano, Texas

Richardson, TX

Richardson, Texas

Little Rock, Arkansas

Bentonville, Arkansas

Master Of Business Administration - Mba

Bachelors, Business Management