Lawrence Jackson Email & Phone Number

San Antonio, Tx, Us

San Antonio, Texas, Us

Canyon Lake, Tx, Us

Responsible 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.

New Braunfels, Us

Supervised 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.

New Braunfels, Us

Supervise 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.

Monroe, La, Us

Supervised 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.

New York, Ny, Us

Supervised 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.

New York, Ny, Us

Managed 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.

Developed 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.

Managed 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).

Subject 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.

Ms, Telecommunications Management

Ma, International Relations

Ba, International Studies