Customer Service Manager

LELAND E. JACKSON

***** ***** ****** ******* • Edmond, OK 73013 • 405-***-**** • E-mail: ************@*****.***

SUMMARY

An effective Chief Executive Officer with over 20 years of corporate management experience. Accomplished and successful in business development with proven abilities in operations management, process improvement, quality assurance, deployment of groundbreaking technology, customer service, team building, and employee development. Diverse background includes leadership experience, strategic hiring, training and development, and the performance evaluation process. Demonstrated excellence in problem solving with strengths in meeting facilitation, consensus building, and optimal use of synergy leading to high performing teams.

ACCOMPLISHMENTS

• Assumed operations of a struggling start-up company; developed and implemented key processes leading to increased customer satisfaction within 6 months and increased revenue by 300% for the Oklahoma operation within 12 months.

• Developed a comprehensive hiring and training program resulting in regional adoption by upper management.

• Developed and implemented key processes for major client to ensure customer satisfaction and surpass requirements by 35-40% monthly.

• Selected to serve on a Quality Improvement Team that subsequently reduced false alarm cost by 70-75%.

• Expertly provided assistance regarding curriculum and training needs directly related to customer service and satisfaction as an Advisory Council member at ITT Technical Institute.

• Assumed Presidency of a young under-profiting company successfully increasing revenue by 75% and bottom line profit percentage by over 100% in a period of two years.

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PROFESSIONAL EXPERIENCE

DIGITAL TRANSCRIPTION SYSTEMS, INC – Oklahoma City, OK

President & CEO (2005-2011)

Responsible for company growth, compliance with HIPAA regulations, and identifying possible acquisition targets. Transitioned corporation to new platform to maintain compliance with new High Tech Act. Accountable for annual budget and writing and reviewing contracts with both vendors and clients.

Vice President & General Manager (2000-2005)

Responsible for daily operations including customer interface, staff management, cost control, and implementation of new technologies. Required to make effective sales presentations to decision makers in the health care industry and ensuring proper implementation.

PAPERLESS CLAIMS, INC - Oklahoma City, OK

Regional Sales Manager – Western Region (1999 – 2000)

Responsible for key business development at the executive management level. Target market included insurance companies and third party administrators.

General Manager (1994 – 1999)

Managed sales and field service functions, while serving as liaison between both our customer and their clients. Hired and trained all new managers and field service employees.

DIEBOLD, INC. - Dallas, TX

Firstline Manager (1992 – 1994)

Requested by Division Vice President to develop, staff, and implement a pilot program designed to train new service branches. Instrumental in establishing a profit within six months after startup, exceeding the projected 18 months. This model was implemented division wide based upon its proven success.

Branch Manager (1989 – 1992)

Responsibilities included cost control, increasing revenue, interacting with the sales department, developing a training plan for cross utilization of technicians, implementing a proactive plan to eliminate customer complaints and managing 22 technicians in a branch responsible for generating $1.2 million.

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Field Service Technician (1983 – 1989)

Responsible for maintenance, repair, and modification of computer based ATM's. Additional responsibilities included customer training, complaint resolution, and end user education.

U.S. AIR FORCE – Utah, South Korea (1979 – 1983)

Honorably discharged Sgt. Radar Inertial Navigation Systems repairman

Maintenance and repair of complex analog and digital systems

Instruction and supervision of foreign students on the maintenance of F-16 aircraft

EDUCATION

MBA – LeTourneau University, Dallas, Tx

BS Business Administration – LeTourneau University, Dallas, Tx

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