STEPHEN JACKSON

Eldersburg, MD *****

addt1l@r.postjobfree.com

443-***-****

Dynamic Executive with 16 years experience in CX, Service Delivery, Client Support and Contact Center Operations leadership. A seasoned professional who has built, groomed, and scaled, world-class customer centric teams, while fostering a collaborative and engaging environment. A proven deep expertise in customer service programs. A high level of attention to detail, the ability to think critically, solve complex problems, and a strong bias for action. Experienced with the management of remote workforce and third-party partners. Project Director - Customer Experience

MAXIMUS, Inc - Windsor Mill, MD

April 2020 to Present

Oversee all contract administrative functions including budget, financial controls and contract compliance.

• Maintain up-to-date and accurate knowledge with all applicable statutes, regulations and contractual requirements and ensures the project is in compliance with all and ensures all program/client services are effectively and efficiently delivered.

• Establish and maintains a productive relationship and effective communications with all MAXIMUS clients and other stakeholders, advocates and interested parties.

• Responsible for all P&L activities related to the contract and manages all financial activities related to the project, annual budget process, monthly and quarterly forecast and review.

• Develop staffing strategy to meet all performance objectives required of the contract; ensures appropriate performance goals and objectives are established for all project functions; monitors achievement of such goals.

• Manage all direct report subject matter experts; works closely with functional managers to ensure project delivery and quality.

• Oversee quality assurance and manage any necessary corrective actions to ensure consistent application of laws, regulations, policies and procedures pertinent to the project.

• Propose changes in policies and procedures to improve processes and ensure contract compliance. Client Account Manager - Customer Experience Software Avtex Solutions, LLC - Minneapolis, MN

September 2019 to April 2020

Partners with assigned clients to identify Customer Experience and Call Center business challenges and propose solutions.

Build a strong business relationship with the client gaining insight into their industry, business, and operations and serving as a trusted advisor. Manages client escalations, shares key insights with clients on trends in the Call Center and WORK EXPERIENCE

Customer

Experience market, present opportunities to introduce new CX technology and services to meet the client's continuous business needs.

• Develop and maintain strong relationships with my clients gaining insight into their industry, business, and operations and serving as a trusted advisor to key influencers and/or decision makers. Update client database with new opportunities, current account information and other business information.

• Collaborate with clients to identify business challenges and develops recommended CX and Call Center Solutions solutions. Work closely with Sales Engineers and Account Executives to structure solutions, create account plans

• Schedule and conduct biannual client business reviews with key contacts covering updates within the client's CX business and key initiatives, delivering product and feature updates, reviewing support performance and other client concerns..

• Manage client satisfaction ensuring a high level of customer experience. Participate in the diagnosis and resolution of escalated concerns. Serve as the focal point for client communication of outcome and ongoing troubleshooting, etc.

• Help to create and process client Statement of Works (SOWs) and Quotes for add-on services, software and hardware. Director of Operations

CareFirst Blue Cross Blue Shield - Owings Mills, MD September 2016 to August 2019

Primary Responsibilities

• Executes best practices in Contact Center management and oversight. Monitors the competitive landscape and market conditions to identify and address opportunities, issues and threats that impact Customer Care operations.

• Advocates for Customer Care priorities, collaborating with internal colleagues across the organization to achieve corporate goals.

• Builds and maintains a highly-functioning Customer Care organization through effective coaching and feedback. Mentors the Customer Care leadership team and provides resources and support to ensure they are effective in their positions. Maintains appropriate staffing levels through staffing model and Workforce Management (WFM) tools.

• Nurtures a strong culture that embraces inclusion and encourages employee contribution and growth. Maintains a high level of employee engagement and satisfaction through continuous staff development programs that enhance employee skills and knowledge. Implements recognition programs to promote high performance and high morale.

• Consistently delivers results against established Customer Care performance metrics including Service Level, Average Speed of Answer and Abandonment Rate. Ensures that standards are in compliance with requirements as well as internal protocols and goals. Implements mitigation measures as needed to meet targets.

• Collaborate with internal stakeholders on service and retention programs to increase customer loyalty

• Analyzes Customer Care data to identify trends and opportunities for improvement in Customer Care. Collaborates with internal departments to seek resolution for member and provider concerns.

• Ensures an ethical and compliant environment in accordance with company policies and health care industry regulations and standards.

Director of Call Center Operations

Healthcare Interactive - Glenwood, MD

2014 to 2016

Primary Responsibilities

Provided strategic and operational leadership for over 35 employees both internal and external in inbound and outbound service center.

Conceptualized, developed and implemented a 5 layered career path for the call centers service representatives in resulting in more than half of employees cross trained to handle multiple phone transactions and reducing on-boarding time for new employees by 25%.

Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.

Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, disciplining employees. Communicated job expectations. Planned, monitored, appraised, and reviewed job contributions.

Managed vendor support contracts for outsourced resources. Managed and delivered on an annual operating budget with a focus on efficient administrative cost spending. Identifying areas of opportunity for cost savings as well as new revenue growth. Service Operations Manager

Maxim Healthcare Services - Columbia, MD

2004 to 2014

Primary Responsibilities

Responsible for the day to day operations of 80 employees consisting of Tier 1, Tier 2 and Tier 3 Application Support Specialists. In addition, I was responsible for Support Team Leads, Business Analyst and Jr Project Management Team Staff.

Responsible for annual performance reviews for all employees within the department. Managed Annual budget for IT Service Operations Support Department. Responsible for the development of process improvement and workflow modification in accordance with ITIL v3 Foundation methodologies.

Collaborated with other members of Senior Leadership Team on projects and Initiatives that enhanced the quality of services offered to our customers.

Responsible for all recruiting, hiring and terminations of department personnel. Conducted training workshops for Junior Support, BA, QA and Desktop team members. Worked with stakeholders and IT Application Development Teams to determine support strategies for new product releases and upgrades for internal and external customers.

Responsible for managing to KPI's and SLA'S with contracted outsourced vendor. Bachelor of Science in Business Management & Information Systems Stevenson University

OPERATIONS

SDLC

OPTIMIZATION

HEALTHCARE

HEALTHCARE OPERATIONS

Call Center Management (10+ years)

Service Delivery (10+ years)

Customer Relationship Management

ITIL

IVR

Application Support

Business Analysis

EDUCATION

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Change Management

Microsoft SharePoint

Vendor Management

Process Improvement

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