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.

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.

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.

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.

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.