jdjackson1@msn.com

I am a proven leader with functional and technical in-depth analyses in support of project scope and objectives. I have evaluation and problem solving skills and can analyze test results across world service processes to draw inferences, identify gaps, establish trends and create meaningful reports for clients. I have created reports to provide customers with real-time insight into their processes.

As a project and operations manager I have automated processes to drive continuous improvement, and can work closely with colleagues to identify data related problems and solve them. I can interpret data and identify areas of high risk that require new test development, root causation and/or remediation. I have 5 + years of experience with analytics, ability to work with and draw conclusions from complex data.

I have demonstrated success in building a reporting and databases and have an advanced knowledge of Excel, Access and SQL. My oral and written communication skills are strong, I would love to learn regulatory or compliance standards. I always operate with a sense of urgency in responding to internal and external needs specific to compliance, privacy and general regulatory and policy requirements.

My Positive attitude and flexibility in dealing with and driving change in a fast paced environment make my abilities valuable to your company.

 

Skills

s Managing                     s Writing/Editing               s Coordinating                   s  Pivot tables

s Directing                      s Communication              s Planning                           s Access

s Production                   s Presentation                     s    Lean Six Sigma                s Excel/Word

s Training                        s    Project Mgmt                   s    Problem solving              s Minitab

s Business Analysis       s    Operations Mgmt            s Team Work                      s SQL

 

Experience and Achievements

 

Xerox (ACS)

·   Project/Operations Manager

Ø  Payroll

§ Improved efficiencies and payroll based on quality of work.

ü Result: Saved over $300,000 with operations move and ABC initiatives in mailroom operations.

Ø  International Operations/Project Management

§ Managed over 100 people internationally

ü Result: Over 500,000 documents scanned, indexed and stored daily meeting customer service level expectations.

§ Created and Managed new business project for client through conception, development, roll out and operation.

ü Result: Met client’s financial constraints and technical requirements adding $150,000 in monthly revenue.

Ø  Six Sigma Black Belt Analysis

§ Analyzed business process using Lean Six Sigma methods to determine cost effectiveness to the company.

ü Result: Changed procedure to improve efficiency for company and client, saving both over $100,000 a year annually.

Ø  Business Analysis

§ Created reports to track volumes, payroll, and productivity.

ü Result: Improved productivity by 50%. Adjusted employee head counts to meet volume trends reducing overhead 30%. Adjusted piece rates for employee pay to keep pay in line with position goals contributing to $300,000 savings.

§ Conducted root-cause analysis on technology based processing to resolve quality issues.

ü Result: Managed creation of new proprietary software to allow analysis of quality. Improved quality production by 75% and improved client relations, resulting in new $150,000 monthly revenue project.

 

Verizon Wireless

·   Customer Service Representative                                                                                    

Ø  Customer Service and Technical Support

§ Focused on team work, customer service and technical skills.

ü Result: Learned to resolve and more fully understand the wireless industry and proficient at problem solving.

                                    .

Arch Wireless

·   Customer Service Representative                                                                                    

Ø  Trouble Shooter

§ Resolved Client issues on Group Call issues.

ü Result: Became the company expert for group call handling all issues and resolving major group call issue for the deaf in Chicago affecting over 1000 people. Reduced customer wait time from 5 days to 1 day.                         

Ø  Administrative Manager

§ Managed telemarketing office to meet Sales Group goals, screened new hires, trained staff, motivated group for increased performance, designed incentive programs, analyzed historical sales model, implemented new sales tools.

ü Result: 75% increase in lead generation and sales opportunities

Convergys

·   Team Leader                                                                                                        

Ø  Customer Service

§ Focused on team work, customer service and technical skills.

ü Result: Became team leader, passing skills on to other teams and individuals to improve overall call center atmosphere and quality.                                                                  

Ø  Supervisor

§ Managed team of 15-19 people, presented daily team agendas, prepared schedules and time charts, administered performance appraisals, tracked performance and statistical goals, motivated team for improved performance.

ü Result: Top five team consistently with customer satisfaction scores and agent quality scores and low team turnover.

Ø  Training

§ Trained new agents in software and phone techniques.

ü Result: Top quality team. Customer base expanded over 5 times due to quality of service. 2 Customer Service Awards from JD Powers.

Ø  Statistical Tracking

§ Maintained monthly statistical records for review with employees.

ü Result: Improved quality, customer service and productivity, increasing agent call volumes 25% and quality scores 50%.

 

 

Education

 

University of Phoenix

·   Masters: Business Administration/Management Major

University of Utah

·   Bachelors: Organizational Communications, Public  Relations & Advertising Major