Kenneth Jackson

ad4t0j@r.postjobfree.com 510-***-**** Richmond, CA

SUMMARY Seasoned professional with 23 years of experience in customer-focused roles, seeking a Customer Success Manager position. Expertise in operational management, customer experience enhancement, and data-driven solutions from tenure at Amazon and autonomous vehicle operations. Proven track record in leading teams, driving customer retention, and implementing cost-saving strategies. WORK EXPERIENCE Manpower/Zoox

Rider Operations Jul 2023 - Present

• Ensure rider safety and monitor ride status through continuous live video surveillance.

• Facilitate two-way communication with riders using the in-vehicle audio system to address inquiries and provide assistance.

• Identify and relay vehicle issues to relevant teams, and document rider-related incidents for issue tracking and resolution.

Autonomous Vehicle Driver May 2022 - Jul 2023

• Documented real-time operational data, providing essential feedback for Software Engineering enhancements.

• Maintained network functionality to uphold Autonomous Vehicle safety standards during operation.

• Resolved software anomalies in collaboration with driver support teams, safeguarding system integrity within safety-critical applications. Transdev NA/Waymo

Autonomous Vehicle Driver Oct 2021 - Apr 2022

• Accurately processed and documented real-time data to support software engineering teams.

• Maintained network systems to guarantee the safe operation of autonomous vehicles.

• Resolved software issues effectively, promoting continuous driver support and operational efficiency.

Direct Delivery Services/Amazon

Station Manager May 2017 - Sep 2021

• Oversaw team performance, ensuring alignment with operational standards and metrics.

• Facilitated the development of an expedited delivery system to enhance service offerings.

• Implemented innovative techniques to elevate overall satisfaction for both associates and customers.

OnCourier365/Amazon

Operations Manager Jan 2016 - May 2017

• Enhanced departmental operations by implementing scalable process improvements, leading to increased efficiency and service quality.

• Oversaw and optimized inbound and outbound distribution activities, ensuring a focus on safety, customer satisfaction, and productivity. Google Shopping Express

Delivery Associate/Dispatcher Feb 2015 - Dec 2015

• Managed daily delivery operations, achieving a 99% client retention rate by consistently completing approximately 150 stops while maintaining high service standards.

• Optimized delivery routes resulting in a time savings of over 15 hours monthly and consistently achieved a 95% positive customer feedback rating. Action Figures/Trade Show Temps

Convention Personnel Nov 2008 - Feb 2015

• Delivered premium registration services and informational support to enhance attendee experiences at professional conventions.

• Ensured adequate staffing levels to meet the operational needs of large-scale industry events, maintaining a focus on quality and efficiency. American Tasting Institute

Sales Closer Jan 2007 - Oct 2008

• Identified and secured new business opportunities by effectively navigating trade shows to generate viable leads.

• Successfully negotiated and finalized agreements for Intellectual Property and Third Party Endorsements, contributing to revenue growth. Telcom Services Inc.

Fundraising Manager Dec 2004 - Jan 2007

• Directed the training and development of telemarketing staff, ensuring adherence to sales and customer service protocols.

• Consistently achieved top revenue status, leading to a 35% increase in new revenue through cold-calling initiatives over a two-year period. Rent-A-Center

Senior Account Manager Apr 2003 - Nov 2004

• Managed the complete sales cycle, ensuring customer satisfaction and seamless transaction execution.

• Led a team of Account Managers and implemented marketing strategies that resulted in sustained lead generation via referrals.

Stephen Dunn & Associates

Customer Service Manager Jul 2000 - Jan 2003

• Managed and developed a team of Call Center employees, focusing on effective training and motivation to enhance customer service delivery.

• Analyzed sales data to compile comprehensive weekly reports, consistently surpassing sales projection targets.

EDUCATION Merritt College

Associate in Science, N/A

Oakland, CA

SKILLS Analytical Thinker • Account Management • Time Management • Conflict Resolution • Customer Focused • Interpersonal Communication Professional

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