Traci Jackson Email and Phone Number

In my current role, I focus on elevating customer satisfaction and operational efficiency through the development and execution of innovative strategies. I'm committed to the ongoing training and development of our team, ensuring they are equipped with the highest standards of customer service excellence. By strategically managing our budget and resources, I aim to surpass service level agreements (SLAs) and key performance indicators (KPIs), fostering an environment of continuous improvement.Key Achievements:• Successfully led call center operations across residential and business segments, significantly boosting customer satisfaction and operational efficiency.• Provided direction and mentorship to support staff, quality assurance, and training teams, emphasizing service quality and performance enhancement in a contact center setting.• Engineered a smooth transition to remote work by leveraging strategic online engagement and technology upgrades, which enhanced both operational efficiency and team satisfaction.• Played a pivotal role in the team that achieved a 3-year collective bargaining agreement, promoting a stable work environment and improved employee relations

In this role, I spearheaded daily operations and strategic initiatives to deliver exceptional support to our business customers. My focus was on ensuring the highest levels of support and satisfaction by meticulously analyzing customer feedback and service metrics. This allowed for the identification of trends and implementation of improvements to address and resolve issues efficiently. I also led regular meetings with our team to review performance, set clear goals, and deliberate on strategic initiatives aimed at enhancing our service delivery.Key Achievements:• Played a pivotal role in leading a team of major account managers, significantly improving support for our large commercial and industrial clients, thereby reinforcing our commitment to excellence in customer service.• Successfully cultivated and strengthened relationships with key customers, securing long-term partnerships that contributed to sustained revenue growth.• Initiated and launched a specialized support team within the contact center, significantly enhancing support for SME clients during the pandemic by effectively addressing their unique concerns and needs

During my tenure as a Major Account Manager, I was dedicated to delivering bespoke services to government accounts, with a focus on elevating client satisfaction and forging enduring partnerships. My role entailed the efficient management and resolution of customer inquiries and challenges, thereby enhancing service reliability and fostering customer trust. I also coordinated strategic facility relocations to support seamless governmental highway projects, ensuring service continuity.Key Achievements:• Led the initiative for facility relocations within Duquesne Light, achieving timely clearance for essential construction projects with minimal operational disruptions, demonstrating effective project management and coordination skills.• Developed and deepened strategic relationships with governmental clients, establishing myself as a trusted advisor for comprehensive business solutions, which underscores my ability to build and maintain strong professional relationships.• Successfully identified and pursued growth opportunities for existing clients, contributing to account expansion and the enhancement of service value, highlighting my skills in strategic account development and growth management.• Facilitated collaborative meetings between Duquesne Light and clients, which played a crucial role in strengthening relationships and uncovering mutual growth opportunities, showcasing my capability in fostering collaboration and partnership development.

In my capacity as Area Manager for Verizon Communications' Wireline Division, I provided strategic operational leadership, effectively managing budgets for expenses, tools, and overtime to enhance productivity and efficiency. My role involved addressing and resolving escalated customer issues and Public Utility Commission (PUC) complaints, ensuring client satisfaction and regulatory compliance. I played a pivotal role in guiding the delivery of telephone, broadband, and entertainment services across the Greater Pittsburgh area, while also strengthening relationships with Union officials through effective communication and collaboration.Key Achievements:• Demonstrated leadership by mentoring a dynamic team of 14 managers and 260 technicians, effectively overseeing complex installation and maintenance projects to ensure adherence to plans, budgets, and timelines.• Temporarily assumed the role of Acting Director, steering a larger team of 1,000 technicians and 54 managers for two months.• Drove significant revenue growth by generating over $100,000 in team sales of FiOS and Verizon products in 2013, through strategic sales initiatives and comprehensive service training.• Managed 16 supervisors and 300 FiOS technicians across western Pennsylvania, demonstrating my capability to oversee large teams and ensure operational success.• Achieved a one-hour reduction in FiOS triple-play installation times by leveraging strategic tool utilization and daily oversight.• Significantly minimized technician repeat dispatches to under 2% within a week, enhancing service efficiency and customer satisfaction.

In the local manager position, I led a group of service technicians and splicers who installed and maintained customer's phone and internet service. I created and analyzed reports to improve productivity and improve the customer experience. Also, my responsibilities included training, coaching and daily road block removal.

As a dispatch foreman, I supervised a group of Maintenance Administrators who assigned work to installation and maintenance technicians and answered inbound customer call. I was responsible for managing the work level to ensure that scheduled force was able to meet our customer commitments. While in this position, I resolved customer and PUC complaints. ACD systems were utilized to manage call volumes and review behaviors in orders to offer coaching and development.

In this position, I handled all out of hours dispatches and emergency trouble calls received from other company centers, and prepared the force load projections for the following day.

My responsibilities included purchasing the infant and layette line for all Kaufmann's stores as well as creating reports to support increased sales as well as print and in store advertising plans.

As a Buyer, I was responsible for purchasing all audiovisual, photographic, books and office supplies. I also designed the University Purchasing Card program and completed the training throughout the 23 campus locations.