Customer Service, Project Management, Communications

LAWRENCE WADE JACKSON

**** ***** *****, *** *********, TX 78130 830-***-**** ***********@*******.*** LinkedIn

SENIOR MANAGER AND LEADER

I am a results-focused leader with over 30 years of senior management experience in customer service, strategic planning, communications, regulatory relations, sustainability and water conservation programs, public relations, and community outreach in water utility and telecommunications environments. I have been recognized as a successful manager and leader with proven strengths, including strategic planning and technology-centric initiatives while ensuring customer satisfaction. I am a key contributor and valued partner with executive teams to drive mission-critical goals and organizational development with a culture-building vision. With my strong cross-industry background, I have managed diverse teams and workforces of 500+ employees in multiple and international locations.

KEY BUSINESS STRENGTHS

Contact Center Management Customer Experience & Satisfaction Internal & External Communication Project Management IT System Implementation Strategic Planning Community Outreach Public Relations Emergency Operations Company Culture & Team Building

PROFESSIONAL EXPERIENCE

TEXAS WATER COMPANY, Canyon Lake, TX FEB 2014 – SEP 2023 Director, Customer Service & Communication

Managed customer contact center, customer service operations, customer billing, field service operations, cross- connection control, new water service operations, external and internal communications, community outreach, regulatory relations, and public relations. Highlights include:

• Developed, updated, and implemented ~10 software platforms and systems that improved customer experience, including Harris inHANCE, InvoiceCloud, VertexOne VxSmart, Neptune 360 (AMR to AMI), Mitel MiCC, and SnapComms.

• Managed integration of numerous regional water systems across the central Texas region.

• Serving as Public Information Officer, managed all public and media relations.

• As part of the Senior Leadership Team, developed company and enterprise strategic goals and initiatives.

• Consistently exceeded customer service productivity goals and met CSAT targets over the last three years.

• Responsible for recruiting, training, coaching, and managing multiple functional teams with ~20 professionals.

HILL COUNTRY HOLDINGS (DBA ASHLEY FURNITURE HOMESTORES), New Braunfels, TX APR 2013 – NOV 2013 Manager, Customer Care

Supervised ~30 CSRs (Customer Service Representatives), providing delivery support, customer service, service requests, billing, and other support services to customers served by 24 regional Ashley Furniture Homestores. Highlights include:

• Managed front-line support and escalations team, including recruiting, hiring, and coaching to exceed performance expectations for productivity, schedule adherence, and quality assurance.

• Brought team to meet and exceed productivity expectations within 90 days.

• Developed Net Promoter Score program for customer satisfaction surveys.

THE SCOOTER STORE, New Braunfels, TX JAN 2008 – MAR 2013 Manager, Inbound Operations and Service Support

Supervised ~20 CSRs (Customer Service Representatives), providing initial sales and over-the-phone support to durable medical equipment and power mobility customers. Highlights include:

• Managed front-line support and escalations team, including recruiting, hiring, and coaching to exceed performance expectations for productivity, schedule adherence, and quality assurance.

• Brought team to meet and exceed productivity and quality assurance expectations within 90 days.

• Developed and implemented a successful contact center Quality Assurance program. Page 2

CENTURYTEL, San Marcos, TX FEB 2007 – JAN 2008

Manager, Inbound Operations and Service Support

Supervised ~20 CSRs (Customer Service Representatives) providing customer service and sales for communication, internet, and Satellite TV service. Highlights include:

• Managed front-line support and escalations team, including recruiting, hiring, and coaching to exceed performance expectations for productivity, schedule adherence, and quality assurance.

• Brought team to meet and exceed productivity and sales expectations within 90 days.

INFONXX, San Antonio, TX JAN 2003 – OCT 2006

Assistance Call Center Manager

Managed 3 – 10 Team Managers with ~40 CSRs (Customer Service Representatives) on each team. Managed inbound call traffic of over 1.5 million daily calls across four domestic and one international call center. Highlights include:

• Managed bilingual (Spanish) customer service operations with three managers and ~65 CSRs.

• Brought all teams under my supervision to exceed productivity and quality assurance goals within 90 days.

• Experienced with Avaya and Aspect contact center and workforce management software and tools. Team Manager, Inbound Operations and Service Support Managed team of ~40 CSRs providing multiple Directory Assistance services for numerous clients such as Verizon, Sprint PCS, Comcast, XO Communications, and Cox Communications. Highlights include:

• Trained all new managers in all aspects of business procedures and policies, including coaching and developing new CSRs and all other management duties.

• Brought team to meet and exceed productivity and quality assurance expectations within 30 days.

WORLDCOM, San Antonio, TX JAN 1997 – JUN 2002

Project Manager, Customer Service and Service Operations

Developed business case models for Support Operations to justify capital expenditures for IT development and managed implementation of strategic customer service, order processing, circuit provisioning, account receivable, and maintenance and repair software development initiatives.

• Ensured that all customer support groups were represented in IT release initiatives and priority-setting forums.

• Participated in relevant user acceptance testing events to ensure proper implementation of system enhancements.

• Established and maintained effective communication channels and deliverables for IT initiatives, programs, and implementations.

OTHER RELEVANT EXPERIENCE

SUPERVISOR (CARE), WorldCom JUN 1996 – JAN 1997

TECHNICAL ANALYST (CARE), WorldCom JUN 1995 – JAN 1996

CIRCUIT DESIGNER AND VARIOUS CSR ROLES, WorldCom JUN 1992 – JAN 1995

EDUCATION / PROFESSIONAL CERTIFICATIONS / AFFILIATIONS

MS, International Relations, St. Mary’s University, San Antonio, TX 1988

BA, International Studies, Texas State University, San Marcos TX 1991

Comal Trinity Groundwater Conservation District (Secretary, Board of Directors), Comal County, TX 2021 – Present

Comal Trails Alliance (Treasurer, Board of Directors), Comal County, TX 2021 – Present

Canyon Lake Area Chamber of Commerce (President, Board of Directors), Comal County, TX 2016 – 2019

Czech Heritage Society – Bexar Co Chapter (Vice President) 2012 – 2014

WSET – Level 1 (Wine & Spirits Educational Trust) 2017

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