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CANDIDATE PROFILE
Name: CECIL JACKSON-II
Last Updated: 2019-07-03
Email: cecil.l.jackson@gmail.com
Phone #: 2147092757
Address: 18741 East Water Drive Unit -A
Aurora, CO 80013
RESUME
CECIL JACKSON-II
18741 East Water Drive Unit -A
Aurora, Colorado 80013
214.709.2757
cecil.l.jackson@gmail.com
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DIRECTOR OF CUSTOMER SERVICE | CALL CENTER DIRECTOR

* QUALIFICATIONS PROFILE

Highly accomplished, results-driven, and multifaceted professional with broad-based experience in general business operations, staff supervision, performance monitoring, sales, and telemarketing; backed by proven skills in managing CRM and E-CRM projects within call center environment.

Equipped with outstanding ability to develop and lead top-performing teams toward the achievement of corporate goals and objectives. Known for superior performance and creative problem-solving abilities to develop customized solutions and execute process improvements to boost total customer satisfaction, retention, and loyalty. Recognized for demonstrating strong work ethic; providing first-rate customer service; and working effectively with clients, associates, and other stakeholders. Proficient with Microsoft Office Suite, telephony, and workforce management software.

* AREAS OF EXPERTISE

* Inbound and Outbound Call Handling
* Strategic Planning and Implementation
* Quality Control and Assurance
* Organizational Needs Assessment
* Client and Vendor Management
* Call Evaluation and Optimization
* Performance Tracking and Reporting
* Customer Care and Support
* Budgeting and P&L Administration
* Regulatory Compliance


* PROFESSIONAL EXPERIENCE

UNITED STATES ARMY * GLOBAL LOCATIONS
Officer/Battalion Commander | Hand-Hand Combat Trainer –Special Forces and Ranger Units Sep 1986–Present
* Facilitated hand-hand combat training for Special Forces and Ranger Units
* Keenly supervised several combat ready teams, while leading the strategic planning and Tactical command

ANTHEM INC. * DENVER, CO
Customer Care Manager Jun 2015–Present
* Render operational and managerial assistance to all customer service staff
* Manage the development of departmental policies and procedures, along with application of changes and government mandated disclosures
* Ensure strict adherence to all company policy, while deploying best efficiency practices
* Review and determine call center productivity metrics while evaluating call center performance levels
* Work collaboratively with operations experts in analyzing and determining learning gaps to organize and execute necessary training sessions based on staff performance
* Capitalize on solid mentorship skills in developing staff and encouraging employees to maximize staff retention

CONVERGYS, FACILITY CLOSURE * DENVER, CO
Senior Operations Manager Nov 2013–Apr 2015
* Carried out the selection, training, and performance monitoring of direct reports within assigned and specialized areas
* Assumed full accountability in gathering data, performing root-cause analysis, and implementing corrective action plans to meet all service commitments
* Thoroughly assessed and secured all client service-level agreements
* Guaranteed the maintenance, growth, and profitability of existing clients and programs
* Encouraged and helped improved the Management Team
* Succeeded in leading all new implementation that boosted client satisfaction


STELLAR RESTAURANT SOLUTIONS * COLORADO SPRINGS, CO
Operations Manager Jan 2012–Oct 2013
* Provided keen supervision to the overall activities of more than 200-seat call center focused on delivering exemplary customer services
* Handled the forecasting and assessment of information against budget statistics on a weekly and monthly basis
* Coordinated with service managers in evaluating staff’s performance and determining new strategies to drive service and productivity improvements
* Led strategic efforts in meeting and exceeding goals and targets for average handling time (AHT), sales, cost efficiency, and quality of call

DENTAL NETWORK OF AMERICA * AMARILLO, TX
Senior Operations Manager | Site Manager Jan 2011–Oct 2011
* Mentored and developed staff through effective coaching and employee encouragement
* Generated operating budget and drove operational effectiveness for the site
* Executed staff evaluations to guarantee compliance of Amarillo site with Health Insurance Portability and Accountability Act (HIPPA), Diversity Principles, corporate integrity, compliance program policies and other applicable corporate and departmental policies

O’CONNOR & ASSOCIATES * HOUSTON, TX
Director –Customer Service Nov 2006–Jun 2010
* Trained management and supervisory staff in multiple sites with over 500 employees
* Applied strategic direction in overseeing the Collections, Call Center Operations, and Training and Quality departments.
* Directed the commercial and residential client implementation
* Managed workforce and reporting for over 6.5 million calls annually
* Took charge of recruiting and training managerial staff; handling budget; and monitoring profit and loss
* Reviewed call center information to recognize trends and initiate necessary changes to optimize operational effectiveness

US NOW * DALLAS, TX
Director of Operations, Facility Closure Sep 2005–Nov 2006
* Dealt with coordinating, handling, and maintaining client and vendor relationships
* Oversaw account management staff along with inbound and outbound Service Call Center Team member
* Supervised the overall operations which involved fulfillment and enrollment, workforce management, training, call quality, and staff development
* Offered limited medical services within the healthcare industry

EARLIER POSITIONS HELD:
CANICOM * DENVER, CO
Call Center Director, Facility Closure Apr 1999–May 2005
Senior Manager –Call Center Operations, Promotion Mar 1998–Mar 1999

MCI, * DENVER, CO
Senior Manager –Small Business Department Feb 1995–Mar 1998

AT&T, FACILITY CLOSURE * COLORADO SPRINGS, CO
Senior Manager –Corporate Training May 1992–Jan 1995


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