Thomas Jackson Email & Phone Number

United States

Phoenix, Arizona Area

Ensured customer terminations do not exceed planned objectives.Conducted organizational assessments and quality assurance reviews to validate perfromance with requirements and to identify potential gaps in policies, procedures and business processes. Ensured franchisees operate within scope of customer account service agreement. ACHIEVEMENTS:  Documented and reviewed field inspection reports to ensure accuracy for updated trends and process improvement  Increased revenue from existing customers Assisted in integrating on-line performance management software systems for the entire company. Performance Management systems managed and monitored Quality Inspections, Surveys, Work Orders and Customer Satisfaction.

Phoenix, Az

In charge of strategic planning , development, staffing, management and financial performance. Direct functions involving client contact, billing and accounting. Train, direct and motivate call center team of 20 Client Services Specialist. Managed and coordinated action plans for daily operations, established work priorities and ensure client inquiries have been handled effectively while meeting cost, productivity and quality goals. Direct project management efforts in support of goals. Oversee company-wide charged with identifying and investigating fraud.* Orchestrated turnaround of sub-standard site performance, achieving or exceeding all key measurement parameters:

Managed customer service call center for Metris financials. Monitored and analyzed customer satisfaction, developed and implemented training programs and established policies for customer inquiries, inbound/outbound sales; and processing credit returns. * Established and directed customer satisfaction analysis area charged with identifying areas of customer dissatisfaction. Worked with cross-functional marketing team to eliminate loss and increase satisfaction.* Implemented credit returns analysis reporting to analyze/measure reasons for credits.* Designed customer service automated system, linking customer database for comprehensive tracking and reporting.* Facilitated site calibration calls to ensure level statistical reporting* Continually evaluated effectiveness of audit programs

Diverse responsibilities included operations project management; policy and procedure development, documentation and administration; automation development * Increased employee retention by 14% from previous year at a cost saving of $65K by establishing a new training program, orientation program, and recognition program for all new hires.* Created innovative new reports for senior management, incorporating Pivot Tables to demonstrate training productivity.* Assured that training offered is designed to promote customer service and computer applications that lead to higher achievement levels in company efficiency* Ensured challenging deadlines were met while meeting client’s budget guidelines by overseeing all day-to-day program activity