Lawrence Jackson Email and Phone Number
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Lawrence Jackson personal email
Lawrence Jackson phone numbers
As the Director of Customer Service and Communications at The Texas Water Company, I led the customer experience operations, cross-connections control, new water service, field customer service, internal and external communications, community outreach, and conservation for over nine years. I have a proven track record of delivering strategic planning and successful solution implementation in these areas, managing a budget of over $2 million and a team of about 20 professionals.My core competencies include process improvement, team building, communication, and innovation. I am passionate about exploring and implementing new customer contact and communication solutions and technologies that enhance customer satisfaction and outreach. I am also committed to creating a positive company culture and fostering collaboration and learning among my team members and stakeholders. I have generated value and business opportunities by empowering knowledgeable and engaged employees, supported by technology, actionable data, and efficient processes.
Edwards Aquifer Authority
View- Website:
- edwardsaquifer.org
- Employees:
- 109
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Executive Director, External And Regulatory AffairsEdwards Aquifer AuthoritySan Antonio, Tx, Us
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Executive Director, External & Regulatory AffairsEdwards Aquifer Authority Oct 2024 - PresentSan Antonio, Texas, Us
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Director, Customer Service And CommunicationsThe Texas Water Company Feb 2014 - Sep 2023Canyon Lake, Tx, UsResponsible for managing the customer contact center and service operations; overseeing field service and new water service operations; managing billing and payment processes, leading internal and external communications, community outreach, and regulatory relations; and recruiting and training staff. Also responsible for developing and implementing strategic goals, improving software systems to enhance customer experiences, and maintaining public and media relations. -
Manager, Customer Service Contact CenterHill Country Holdings Llc, D.B.A. Ashley Furniture Homestore Apr 2013 - Nov 2013
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Manager, Customer Service SupportThe Scooter Store Jun 2011 - Mar 2013New Braunfels, UsSupervised approximately 15 ITSRs (Inside Technical Service Representatives) that provide over-the-phone troubleshooting and Service Work Order initation for existing power mobility users. Coach and develop ITSRs to exceed performance goals in phone fix rates, schedule adherence, and quality assurance. Within 60 days, brought current team to meet all adherence, attendance and quality assurance expectations and within 90 days bought team to meet and exceed service performance metrics. -
Manager, Inbound OperationsThe Scooter Store Feb 2008 - Jun 2011New Braunfels, UsSupervise approximately 15-20 CSRs focused on providing freedom and independence to those with limited mobility. Coach and develop CSRs to exceed performance goals in sales, schedule adherence, and quality assurance. Within 60 days, brought current team to meet all adherence, attendance and quality assurance expectations.
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SupervisorCenturylink Feb 2007 - Jan 2008Monroe, La, UsSupervised approximately 20 CSRs providing customer service for medium-sized Local Exchange Carrier with nationwide presence. Responsible for meeting sales goals for company; 80% of marketable revenue is generated from the Customer Service Contact Centers. Coach and develop CSRs to exceed performance goals in sales, schedule adherence, and quality assurance. Within 60 days, brought current team to meet all adherence, attendance and quality assurance expectations, and met sales goals within 4 months. -
Assistant Call Center ManagerInfonxx Aug 2003 - Aug 2006New York, Ny, UsSupervised between 3-10 Team Managers with up to 40 Customer Service Representatives (CSRs) on each team. Contact center handled approximately 1.5 million calls per day. Coached and developed Team Managers, Lead CSRs, Workforce Analysts and Monitors to better manage goals and priorities as well as foster call center operation efficiencies and awareness on the floor. Managed bilingual (Spanish) customer service operations with 3 managers and approximately 65 CSRs. Within 3 months of becoming an ACCM, brought all teams under my supervision to exceed their goals and mandates. Served as acting-Call Center Director when Director was not present in office. -
Team ManagerInfonxx Jan 2003 - Aug 2003New York, Ny, UsManaged team of up to 40 representatives providing multiple levels of Directory Assistance services for numerous clients such as Verizon, Sprint PCS, Comcast, XO Communications and Cox Communications. Trained new managers in all aspects of the InfoNXX business procedures and policies, including coaching and development of new representatives as well as all other management duties. Managed entire call center floor when Assistance Call Center Manager is not available.
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Project Manager, It DevelopmentWorldcom Nov 1999 - Jun 2001Developed business case models for Support Operations in order to justify capital expenditures for IT development. Managed implementation of strategic customer service, order processing, circuit provisioning, account receivable and maintenance and repair software development initiatives. Ensured that all customer support groups were represented in IT release initiatives and IT priority setting forums. Participated in relevant user acceptance testing events to ensure proper implementation of system enhancements. Established and maintained effective communication channels and deliverables for IT initiatives, programs, and implementations.
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SupervisorWorldcom Aug 1998 - Nov 1999Managed and supervised the CARE Processing department for all Commercial services (Major, Nationals, Government, Global and Special Markets) for MCI WorldCom. Industry Primary Contact for all Long Distance CARE related issues and represented MCI WorldCom in the Subscription Committee at the Ordering & Billing Forum (OBF).
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Technical AnalystWorldcom Jan 1997 - Aug 1998Subject matter expert (SME) for all Long Distance CARE and 1+ Equal Access related issues. Developed Business Requirements as needed for Long Distance CARE in the legacy WorldCom CARE Interface System (CIS), the legacy MCI NLIS (National LEC Interface System) and various legacy MCI and WorldCom Billing Systems.
Lawrence Jackson Skills
Lawrence Jackson Education Details
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Oklahoma State UniversityTelecommunications Management -
St. Mary'S UniversityInternational Relations
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Texas State UniversityInternational Studies
Frequently Asked Questions about Lawrence Jackson
What company does Lawrence Jackson work for?
Lawrence Jackson works for Edwards Aquifer Authority
What is Lawrence Jackson's role at the current company?
Lawrence Jackson's current role is Executive Director, External and Regulatory Affairs.
What is Lawrence Jackson's email address?
Lawrence Jackson's email address is lj****@****.rr.com
What is Lawrence Jackson's direct phone number?
Lawrence Jackson's direct phone number is +183082*****
What schools did Lawrence Jackson attend?
Lawrence Jackson attended Oklahoma State University, St. Mary's University, Texas State University.
What are some of Lawrence Jackson's interests?
Lawrence Jackson has interest in Hiking, Biking, Camping, Social Media And Business.
What skills is Lawrence Jackson known for?
Lawrence Jackson has skills like Team Leadership, Contact Centers, Call Center, Customer Service, Process Improvement, Management, Quality Assurance, Team Building, Staff Development, Conflict Resolution, Workforce Management, Performance Management.
Who are Lawrence Jackson's colleagues?
Lawrence Jackson's colleagues are Mike De La Garza, Brianna A., Isabel Martinez, Mariah Chude Bonham, Deana Watson, Omar Garcia, Mpa, Trinity Espinoza.
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