Jeff Morrison Email & Phone Number

Bloomington, MN, US

Seattle, Washington, US

• Responsible for leading a Customer Service organization of 150+ remote employees, including presales (Customer Experience), post sales (Product Support), operations, and training.
• Directed a team of nine senior leaders and 150 employees, supporting new product launches, ordering process and product maintenance, through multiple contact channels (calls, tickets, chat) with over 450k customers.
• Reduced contact rate by 24% through a cross functional partnership to enable proactive customer updates, consistent inventory levels and fulfillment execution, resulting in a $2M annual cost savings.
• Improved ticket and call response times by 80%, Revenue by 24%, and Customer Satisfaction by 8%.
• Established employees expectations at all levels, scorecards to measure performance, quality inspection criteria, onboarding and continual learning curriculum, new telephony and workforce management platform, career.

Nashville, Tennessee, US

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Basking Ridge, NJ, US

• Owned overarching technical strategic vision and implementation for the Business/Government Center Operations of 3100 employees. Strategies included: call routing, digital enhancements, tool utilization and.
• Directed a team of five senior managers and 300 employees providing full scope technical support to the Verizon Enterprise and Small/Medium business and government customer base (54M lines) in a 24x7 operation. Managed.
• Implemented a Career Progression Model, creating a new team of twenty Technical Advisors, executing on Go to Market preparation, product break/fix exercises, training development, incident management, delivering on a.
• Championed a Lean Six Sigma Initiative to reduce Call in Rate (CIR) related to Internet of Things (IoT) call type. Reduced CIR by 30% and cost by $2M annually.
• Led a Wireless Enterprise Help Deck support unit of 75 dedicated Experts handling complex troubleshooting solutions (VOIP, PIP, 5G Wireless, Email messaging platform) for business customers.
• Improved performance of the team: 8% Net Promoter Score, 14% in Revenue, 6% in Repeat Calls.

Basking Ridge, NJ, US

• Directed eight Associate Directors, 650 employees, and three distinct customer support teams – Phone Support (inbound calls), Fulfillment (online orders/emails), and Global Enterprise Advisors (account management)..
• Supported over 400 Enterprise accounts through increasing digital utilization, service plan optimization, retention, and future revenue growth. Partnered with sales and marketing team to ensure both sides of the.
• Championed a Lean Six Sigma Initiative to reduce customer contacts by increasing digital utilization, resulting in $1M cost savings.
• Sponsored Customer Experience initiatives that improved NPS by 8%, New Device CIR by 15%, and digital take rate by 15%.
• Improved performance of the West Area: 6% in NPS, 15% in Revenue, 4% in Repeat Calls.

Basking Ridge, NJ, US

• Led an operations team of seven Supervisors and 85 employees, fulfilling sales and business and government customer orders and account maintenance. Supported primarily white glove status customers (high revenue).
• Participated in a Lean Six Sigma project for streamlining new hire training, resulting in $2M savings annually.
• Awarded Top Performing National Fulfillment Associate Director in FY2012, delivering best in class accuracy,

Basking Ridge, NJ, US

• Responsible for the operations of a team of 11 supervisors and a workforce of 125 employees, supporting wireless customers with billing, service inquiries, and solutions troubleshooting.
• Improved performance of the team: 40% in Disconnects, 33% in OCC/call, 65% reduction in Equipment Discounting, 15% in Absenteeism, 14% in Upgrades/call, 5% in Average Calls per Day.

Basking Ridge, NJ, US

• . Member of the executive team tasked with providing leadership and oversight of all operations and administrative support functions at a large call center operation with 400+ employees, supporting a 1.2M customer base.
• Directly responsible for three distinct groups within the center – Customer Service, Financial Services & Activations, and Technical Support. Oversee and direct recruitment, employee development, rewards & incentives.
• Awarded a national ACE Award for top 10% sales achievement in 2009.
• Improved Net Promoter Survey Scores by 24%, Customer Service Revenue by 39% and Employee Turnover by 18%.

Little Rock, AR, US

• Ran the Financial Services discipline and six call center operations. Serviced six sites totaling 700+ employees, requiring 50% travel.
• Handled full charge control of a $35M operating budget, $260+M bad debt expense budget and two distinct lines of business. Supported seven managers by providing coaching and operational oversight for Financial Service.
• Improved employee turnover by 44%, Net Promoter Score by 10%, Cost Per Customer by 15%.
• Selected to participate in the Alltel Development Program in 2007 for superior performance and recognized leadership potential.
• Initially managed a team of 125 and was promoted to Director for outstanding performance, after one year in role.

Little Rock, AR, US

• Assigned a corporate staff position to direct the leadership training program for all 25 Alltel call centers nationally. Hired, trained, developed, scheduled and evaluated eight Performance Consultants that regularly.
• Conducted performance reviews in each call center to measure compliance with mandated SOPs, acknowledge best practice KPIs, and affect gains in efficiency. Built uniformity and optimized call center performance at the.
• Continually assessed and maintained current relevancy of the requirements of the AOP. Streamlined policy, improved training regimen, developed support materials, facilitated workshops and presented leadership training.

Little Rock, AR, US

• Fulfilled first management assignment, in charge of 400+ employees and three lines of business – Customer Service, Retail Activations, and Technical Support. Took on collateral management oversight of 80+ reps in the.
• Duties included: human resources, team development, daily operations control, and optimization of service levels, abandonment rates, customer service quality, calls per hour, transfer rates, shrinkage, and staff.

Little Rock, AR, US

• Analyzed trends/data and adjusted workforce levels to meet load demands for 22 call centers nationally. Supervised 25 staff.
• Compiled data and created myriad analytical summary reports for submission to the executive team.
• Developed the staffing element (2000+ employees) of the call center network’s annual budget.
• Consolidated the company’s workforce management discipline, delivering $200K in payroll savings. Recruited / trained new team members.

Little Rock, AR, US

• Supervised 150+ call center reps responding to customer service and financial services calls during off-business hours in 10 wireless markets. Led 20 Tech Support Reps and 15 Sales Reps (Bundled Services) selling long.
• Directed the migration of the activation of long distance, Internet and CLEC services and functions from Dalton, GA to Little Rock, AR. Hired and trained 15 reps and created training curriculum.
• Supervised 15 CSRs and controlled call center metrics, providing team coaching and development essentials.
• Initially employed as Retail Activation Specialist and quickly promoted to Supervisor (6 months).