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VALUE PROPOSITION► I am highly effective in customer success operations, with experience delivering results providing support to customers, building relationships, and sustaining growth.► My goal is to join a world-class organization in a position leading Customer Service operations.SUMMARY► Engaging customer service leader possessing a winning blend of expertise in relationship management, resulting in increased client satisfaction.► Leverages a unique mix of strategic and analytical expertise, consistently exceeding performance goals by aligning talent and effort with customer needs. LEADERSHIP HIGHLIGHTS★ With Coach-Net, managed as many as 100 contact center employees providing 24/7 support. Over three years, reduced the call abandonment rate from the high 30s to less than 10%.★ As Manager of Customer Support with TraXtion, directs a three-person team in the investigation and resolution of hardware and software issues reported by phone, chat, and email.★ Addressed a backlog of 164 open cases older than 14 days down to 27. Reduced the average response time from 57 seconds down to 12 seconds.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲Specialties: Customer Success, Voice of the Customer, Client Issue Resolution, Revenue Growth, Team Leadership, Call Center Operations, Data Analytics
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Director Of Customer ServiceBioteLewisville, Tx, Us -
Customer Support ManagerTraxtion Dec 2023 - PresentIrving, Tx , Us★ Supervises three direct reports in the investigation and resolution of hardware and software issues reported by phone, chat, and email.★ Rebuilt the Customer Support team after the COVID pandemic, hiring two additional agents in the first 90 days. Established KPIs to track inbound calls, success rates, abandonment rates, and open tickets.★ Lowered an abandonment rate of more than 100% by 80%. Addressed a backlog of 164 open cases older than 14 days down to 27. Reduced the average response time from 57 seconds down to 12 seconds.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT TRAXTIONTraXtion provides tire tread and alignment measurement solutions to automotive dealerships. -
Contact Center DirectorCoach-Net Feb 2020 - Nov 2023Grapevine, Texas, Us★ Managed up to 100 contact center employees providing 24/7 support for inbound calls for roadside assistance. Transitioned to 100% remote work within 60 days of hire due to the COVID pandemic.★ Secured significant improvements in call abandonment rates, NPS, and efficiency. Improved inbound service levels by more than 20% and lowered the outbound queue time by 50%.★ Reduced the call abandonment rate from the high 30s to less than 10%. In three years, and maximized coverage by taking over agent scheduling.★ Improved NPS from the 50s to the lower 70s, in part by reaching out to customers to provide status updates every 15 to 30 minutes.★ Positioned eight Level 1 agents for promotions and four Level 2 agents to advance to supervisory roles.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT COACH-NETCoach-Net is the leading RV roadside assistance company in the nation. -
Product Support ManagerResman Property Management Software Nov 2016 - Jan 2020Plano, Texas, Us★ Supervised 15 direct reports responding to inbound chats and email requests from clients experiencing issues with the company’s software application.★ Optimized staffing levels to reduce the inbound support queue from more than 600 cases down to an average of 150. Successfully increased the availability of support by 10 hours each week with no additional staffing.★ Improved first call resolution by 20% by developing written documentation as a resource for agents.★ Led the RFP, systems implementation, and training for upgrades from InContact to Omnichannel and New Voice Media. Additionally, transitioned the CRM from Desk to Salesforce, leading agent training and configuring reports to provide insight into first call resolution metrics.★ Instituted an on-call process that enabled the delivery of after-hours support to customers with business-critical issues.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT RESMANResMan produces software for the multi-family housing industry, including solutions to track rent, late fees, and maintenance requests. -
Director Of Customer ServiceThe Decor Group Dec 2015 - Nov 2016Irving, Tx, Us★ Established the Customer Support team and organization, directing a team a team engaged in inbound and outbound calls to recruit potential franchisees and solicit business for three divisions.★ Increased customer satisfaction and profit margin by offering customers a new tree at a substantial discount rather than repairing existing trees.★ Adopted NetSuite CRM, enabling the ability to track calls, gather data analytics, and identify trends in product quality.★ Established a follow-up program for customer leads, prompting outreach to 1400 potential customers.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT THE DÉCOR GROUPThe Décor Group is the nation’s largest franchise dedicated to selling and installing Christmas decorations, including lights and trees. -
Director, Product Support | Call & Contact Center Management | Voice Of The CustomerRealpage, Inc. Mar 2012 - Mar 2015Richardson, Texas, Us★ Promoted from manager of the Technical Support team to Director of Product Support, overseeing 225 agents in contact centers across Manila, Canada, Vermont, and Texas with an $8M budget.★ Created onboarding processes for the team in Manila, the company’s first offshore solution.★ Developed welcome documentation that provided a link to customer portal, directions for registration, and information for how to directly reach the help desk.★ Led a team that executed a global survey of over 4000 clients, leading to the creation of a formal process to secure customer approval for closed tickets.★ Reduced inbound calls by 50% by leading root cause analysis for internal escalations.★ Achieved a 75% first call resolution rate by implementing Salesforce.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ABOUT REALPAGE INC.RealPage is a multinational corporation that provides property management software for the multifamily, commercial, single-family, and vacation rental housing industries. -
Senior Manager, Product Support | Call Center Management | Contact Center OperationsRealpage, Inc. May 2010 - Mar 2012Richardson, Texas, UsI was recruited into this position to focus efforts on analyzing multichannel contact-center performance data and trends to improve processes based on needs assessment, performance reviews, capacity planning, and cost/benefit analysis. My team was comprised of 26 high-performing inbound call-center associates providing fast, accurate practical solutions to complex issues for small/medium business products across the US and Canada. ☑ Established production, productivity, quality, and customer-service standards.☑ Consistently reached multichannel contact center financial objectives through accurate forecasting and scheduling.☑ Rectified budget variances with the initiation of process improvement strategies and a focus on cost efficiency.
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Product Support Manager | Call Center Leadership | Customer Service ManagementRealpage, Inc. Nov 2005 - Dec 2010Richardson, Texas, UsI supervised a support team that provided technical support and resolved major customer service issues as a valuable sought after in-house resource. I also designed and integrated processes, tools, and measurement methodologies that effectively assessed the effectiveness of improvement initiatives.☑ Sustained a first call resolution rate of over 70% for a wide range of on-demand software solutions by analyzing existing processes, identifying areas for improvement and executing corrective action plans. ☑ Played key role in conversion from Siebel to Salesforce.☑ Delivered continuous and measurable improvements in process, cost, quality, and productivity through team training and 1-on-1 mentoring.
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Director, Call Center Operations | Contact Center Management | Performance ImprovementBanctec Mar 2000 - Sep 2005Irving, Tx, UsI enjoyed a progressive tenure with BancTec. I initially joined the company as a Customer Service Representative and maneuvered through increasingly challenging roles as a result of my talents in raising productivity, lowering costs, and engaging teams to optimize performance.I was ultimately designated for the Director of Outsourcing role in January, 2005 to drive the migration of the Dallas multichannel contact center to India and Canada. This involved developing service-level metrics, key performance metrics (KPI), and customer service strategies. I was able to guide the team in documenting processes, procedures, and workflow patterns to achieve a consistent new hire training. ☑ Eliminated contract penalties to reduce the multichannel contact center budget by $2 million without compromising customer service capabilities.☑ Streamlined workflow and yielded outstanding customer satisfaction after spearheading the integration of state-of-the-art technology for multichannel contact center and voice response systems.☑ Made on-site visits to major clients (Dell, Compaq, Lexmark) to emphasize benefits of transition, succeeded in executing a seamless transition for all accounts.☑ Sustained high levels of staff productivity despite impending layoffs and coordinated job fairs to assist departed team members in securing new employment. -
Call Center Manager | Operational Excellence | Employee Training & DevelopmentBanctec Dec 1995 - Mar 2000Irving, Tx, UsIn this role, I was able to stabilize call center performance following a rapid and successive turnover of 9 managers with a $5M budget.
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Customer Service Supervisor | Employee Training & Development | Continuous Improvement CultureBanctec Aug 1991 - Dec 1995Irving, Tx, UsI had the honor of being named to the Chairman’s Club in recognition of outstanding performance and promoted to Call Center Manager.
Jesse Jackson Skills
Jesse Jackson Education Details
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Mcneese State UniversityLiberal Arts Studies
Frequently Asked Questions about Jesse Jackson
What company does Jesse Jackson work for?
Jesse Jackson works for Biote
What is Jesse Jackson's role at the current company?
Jesse Jackson's current role is Director of Customer Service.
What is Jesse Jackson's email address?
Jesse Jackson's email address is jj****@****net.com
What is Jesse Jackson's direct phone number?
Jesse Jackson's direct phone number is +197276*****
What schools did Jesse Jackson attend?
Jesse Jackson attended Mcneese State University.
What are some of Jesse Jackson's interests?
Jesse Jackson has interest in Health.
What skills is Jesse Jackson known for?
Jesse Jackson has skills like Management, Salesforce.com, Team Building, Leadership, Call Centers, Training, Outsourcing, Customer Service, Account Management, Customer Satisfaction, Process Improvement, Team Leadership.
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