Mark Jackson Email & Phone Number

Dublin, Ohio, United States

Dublin, Ohio, United States

Provides executive-level leadership in a suite of professional services: Site Assessments, Benchmarking, Training, and Performance Improvement, Build and Transfer, Staff Augmentation, and Transformations. MANAGEMENT CONSULTANT (2019 to Present)Holds concurrent responsibility assisting Fortune 500 Companies drive key performance indicators (KPI) and customer experience. Including growth strategy and a specialized focus on Business Operations, Learning and Development, and Quality Assurance initiatives.

Westerville, Ohio

DIRECTOR / SITE OPERATIONS (2014 to 2019)Held management responsibility for four multi-channel contact center sites with 700 FTEs across remote locations that provided 24x7 inbound/outbound support. Supported services that included inbound and outbound calls, social media, claims support, collections, tech support, sales, customer care, back office, email, and mail support. Managed key clients across five lines of businesses (LOBs) in the travel, insurance, and loyalty/rewards, entertainment, concierge, and fraud solutions verticals.• In charge of $40M annual budget; key clients included Chase, American Express, Capital One, Bank of America, USAA, MasterCard, Wells Fargo, Citibank, Fifth-Third, Discover, and US Bank. • Led project workforce with on-going customer-experience-focused initiatives and coaching sessions, improved average NPS by 8% points across client portfolio; created/implemented employee retention program that decreased annual attrition from 140% to under 50%; and enhanced senior contact center leaders’ bench strength, creating and managing a career path program to develop existing and emerging talent. • Drove all contact center operations initiatives including service level management for all key clients, developing management experience and expertise, setting policies and procedures, employee communications, conflict resolution and employee motivation.• Charged by chief operating officer (COO) to turn around a failing center (slated to close); transformed into a referenceable asset; revamped call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.

Columbus, Ohio Area

Directed 200-member team across eight locations in North America, Mexico, and the Philippines, providing project management services of new hire and ongoing contact center enterprise learning solutions. Managed curriculum design and delivery methodologies for sales, technical support, social media, claims support, back office, email support, collections and customer service inclusive of change management. Rebuilt Quality Assurance department from the ground up with award-winning results from Contact Center World, NICE and ICMI.• Oversight of $15M annual budget; designed new hire assimilation programs, conducted employee appraisals, and devised individual learning plans, that delivered an 8% attrition improvement.• Created and implemented “New Hire Education Bay,” shortening the learning curve and reducing training attrition by 5% per class; pioneered first interactive voice response unit (IVR) for cxLoyalty, delivering a 30 second reduction in average handle time (AHT).• Developed “Train the Trainer” programs, building tools for trainer’s excellence, focusing on adult learning theory and classroom management; implemented Curriculum Certification Programs and Trainer Facilitation Workshops; and designed new scoring methodology, driving customer experience and C-Sat results from “needs improvement” to “exceeding expectations” across the site and all clients serviced.