Kimberly Jackson Email & Phone Number

Plan, direct, manage and monitor the activities of a Customer Services operations organization including management, non-exempt and bargaining unit employees. Maintain and deliver optimum quality of service to internal and external customers. Maximize employee performance and overall productivity. Implement standards and programs to improve processes, increase customer satisfaction, improve productivity, and meet or exceed financial and operational performance targets. Develop, direct, manage, evaluate and instruct managers of bargaining unit or non-exempt line employees in the department. Evaluate management, supervisory and line employee performance and develop programs and new processes to enhance job skills and motivate employee towards department goals. Interface with other business units to ensure timely completion of work and identified process/procedural improvements. Manage, direct and supervise the servicing of internal/external customer special needs. Develop working relationships and implementation plans with union to reduce union / management misunderstandings and resolve labor / management disputes / grievances. Manage activities and processes in accordance with management guidelines and the CBA. Establish and maintain a safe work environment for subordinates within the department. Manage the facility to ensure a safe, clean and productive work environment.

Oakbrook, Illinois

Supervise Customer Services bargaining unit non-exempt line employees. Monitor daily call volume and workload making adjustments where necessary to ensure call handling targets are achieved. Develop a work plan detailing the daily activities of the employees. Answer and discuss difficult customer problems. Review reports to assure the proper completion of work load. Interface with various organizations within Customer Services to ensure timely completion of work. Facilitate the scheduling of overtime. Maintain effective communication with bargaining unit or non-exempt line employees, enhance job skills and motivate employees to ensure Employee Satisfaction. Participates in various projects geared toward, customer satisfaction, employee satisfaction and process improvement.

Provided coaching and development to frontline Customer Service Representatives (CSRs) resulting in increased knowledge and improved customer experience as evidenced by consistent superior quality performance, post call survey results predominately scored as very satisfied, customer compliments and average customer verbatim scores of 8 out of 10. Two-time recipient of the Supervisor of the Quarter award for outstanding leadership.Provided coaching and development to C1 Supervisors who support the Care Center via a CSR Helpline, Customer Escalation line, Accelerated Escalation Process as well as managing processes and procedures that support overtime and scheduling. Contributes to employee engagement through active participation in the Career Development Program assisting front-line CSRs in building skills to aid in their career progression. Collaborated with a core group of Supervisors to support the launch and implementation of Leadership Development Curriculum designed to support the continuous education and development of Care Center leaders.

Answered customer telephone inquiries, processed customer service orders requests, handled credit and collection activities and deferred payment arrangements. Consistently provided a Premier Customer Experiences as evidenced by numerous quality awards, customer compliments and a Superior Performance quality award.

Established and met store and individual performance targets. Completed duties and provided leadership designed to deliver high levels of service to customers within the framework of established company policies. Provided answers to customer inquiries concerning billing processes, roaming, phone repairs, service upgrades and other general service related issues. Resolved service related problems for customers and prevented the disruption or disconnection of their accounts. Assisted and supported store associates in all aspects of sales and customer service as required. Responsible for full operation of retail store(s) assigned to including opening, closing, staffing, service levels, cash, and inventory. Coordinated sales and marketing events. Completed human resources and staffing responsibilities. Participated in community events and public relations activities to develop a positive image for the company in the local community.

Built and motivated teams providing superior customer support. Provided documentation regarding policy or procedure revisions. Processed and distributed daily productivity reports. Led personnel interviews. Conducted performance development sessions with representatives to drive company performance.