Jerry Campbell Email & Phone Number

Keller, TX, US

Santa Clara, CA, US

• Publishing leading practices for the implementation and adoption of CSM, FSM, PSDS, FSO, TNI, HCLS, Automation and Intelligence, AppEngine (Citizen Development) Service Portfolio Management on the ServiceNow platform
• Lead global team of 9 Product portfolio managers on customer feature adoption, automation and digital touches and Go-To-Market Leading Practices for Creator, Customer Industry workflows.
• Orchestrated Speedway Debook from 7-Eleven acquisition; converted Speedway call center agents to 7-Eleven CSM Licenses; convergence redistributed $420K to 7-Eleven contract renewal.
• Partner closely with Business Unit GM’s, Customer Success leaders, Training and Partners to create and lead end-to-end data product strategy, execution, and user adoption; addressed escalation issues for top 10 Large.
• Created Customer Connection Podcast: Focused on gaining insights of feature adoption and implementations. 18 Episodes, +16K downloads, 89 countries.
• Conducted Conference/Webinar workshops/SNUGs; Customer Contact Week, Knowledge 23, 8 PEAK webinars; customer follow-ups led to Thales Service Catalog, White label, Virtual Agent/Chat adoption in coordination with.

Minnetonka, MN, US

• Understands current state and defines the future state vision for a world class customer experience across all customer touchpoints; created effortless healthcare experience
• Applied best practices using industry benchmarks and relevant surveys (JD Power, NPS, CSAT, etc.) promoted actionable insight for Premier clients (Apple, Pfizer, Walgreens, Verizon, Roche)
• Developed fact-based business case assessments to drive investments while articulating both customer and business benefits (e.g., call reduction, time savings, cost savings, etc.)
• Created and maintained strategic roadmap to improve the customer experience and deepen relationships (listening points and interventions for each point along the journey)
• Built critical quality requirements closing gaps in experiences across digital and physical domains - in branch, digital or phone channels; 35% improved first call resolution rates

Irving, TX, US

• Provide oversight over the Voice of the Customer team while also managing third-party vendor call center.
• Led ServiceNow Customer Service Management (CSM) tool implementation; resulted in a Case Volume decreased by 93% and a 205% increase in case resolution rate (closing 71% of cases on the same day/with 85% first contact.
• Defined/led strategic programs to build Omnichannel capabilities with a focus on driving consumer engagement in all channels; leveraged knowledge base tools opening self-service, AI chat, SMS text and virtual agent CX.
• Managed successful deployment of 2 major technology implementations without sacrificing service quality and cost/servicing a case; efficiency improved 92%, allowing department to scale to support ever changing business.
• Diagnosed/enhanced telephony infrastructure limitations to remote working operations; improved overall call center SL metrics from 45% to a consistent 80% SL
• Developed a CX social media care team in conjunction with Sprinklr social listening and engagement tool; agents detect and respond 1900% faster to distressed customers

New York, New York, US

• Coordinated with Global Workforce Optimization to support businesses of 700+ FTEs; meeting financial objectives, ensured staffing productivity, and improved client experience
• Developed workforce management plan: establishing KPIs to support Customer Listening and Engagement (CLE) strategy--balanced team performance/efficiency; provided optimal solutions incorporated into call center (CC).
• Collaborated with Fraud Production support outlining new Incident Management (IM) procedures, provided analyst direct access to tickets request; expedited/improved process time by 30%
• Outstanding Operational Manager with concrete grasps of leadership, mentoring, resource management; flawlessly executed $5.7 billion merger of Citi and Costco business relationship
• Worked with Manager, CLE Operations to develop customer engagement metrics, including goal setting and delivering against KPIs, optimizing for customer lifetime value
• Partnered with IT, Incident Management, and Operations to resolve unpredictable risks (i.e. system outages, network connectivity loss, routing failure) and develop a real-time strategy to prevent risk to service goals

Executive ManagementDirect leadership and supervisor 36 employees organic organizational structure: responsible for communication, logistics, operational readiness scheduling, and training. Facilitated cross-functional/international communication during project overlays; mitigated scope creepAdvised executive senior leaders and staff on workforce matters.

Randolph AFB, TX, US

Program Management & StaffingDirectly supervised 5 employees hierarchical structured organization, responsible for $15M budget, training 119 members in 6 locations.Contract Officer Representative responsible for $34 million contract; managed program staffing and training,Overseen $35M Department of Defense contract, project life cycle designed for training.

Senior Management & Leadership Deployed Squadron Superintendent Multi-National Division Baghdad Iraq managed over 400 Airmen in nine distinctive career fields and $15M in communication, navigation, and weather operating systems.Managed 150 personnel; processed 50 lines of merged account funding; identified operation and maintenance shortfalls.Effectively.

Mid-level Manager Directly managed 40 employees into cohesive matrix structure designed to meet organizational goals.Established automated tools to integrate planning, reporting, scheduling, and training.Directs training, evaluation, and certification, ensuring teamwork of 74 employees in nine different work sections.Executed project planning, training.

Certification Of Customer Experience Program

Master Of Business Administration (Mba), International Business

Information Management, Professional Management Certification

Bsba, Management

Associate'S Degree, Munitions Systems/Ordinance Technology

Associate'S Degree, Information Technology