Jon C. Jackson
PureSafety, Franklin, Tennessee 2010 - Present
Technical Support and Training Specialist
*Assist clients with web-based OSHA training and certification questions by troubleshooting a variety of operating systems, browsers and security suites.
*Mentor new-hires in system orientation and training, monitor employee/customer interaction and provide constructive feedback to improve customer experience.
*Collaborate with product development to improve customer satisfaction based on daily feedback.
Clearwire, Milton, Florida 2009 – 2010
Technical Support Manager
*Lead a team of 30 Technical Call Center representatives in troubleshooting all aspects of personal and commercial wireless internet including home, mobile, and VOIP applications.
*Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
*Monitor interaction between customers and representatives to insure quality standards, providing feedback to employees to improve customer satisfaction.
*Recruit and interview applicants on a weekly basis, utilizing job fairs, local institutions, and government career counselors.
ForeFront Group, Brentwood, TN 2008 – 2009
Director, Customer Support and Inside Sales
*Lead a team of Customer Service representatives in all aspects of inside wholesale sales, including order entry, product management, inventory control, warehousing, and warranty/return issues.
*Developed and implemented departmental metrics program resulting in a dramatic reduction in workforce, reduced expenses, increased productivity, and greater customer satisfaction.
*Measure, record and report departmental progress directly to President and C.O.O.
*Designed Customer Satisfaction Survey and worked with executive sales manager to implement.
*Utilized 360 degree review process and progressive discipline policy to manage, coach and counsel a team of 12
Dealerskins, Nashville, TN 2006 - 2008
Manager, Dealer Support
*Manage a team of 18 Customer and Technical Support Representatives in all aspects of website support.
*Developed and implemented continuing education programs for existing employees, and coordinate new hire training, including overviews of HTML, SQL, Flash, Photoshop, and Cold Fusion.
*Implemented departmental metrics to measure and reward partner performance.
*Assisted with development of Customer Satisfaction Survey and increased average departmental score from below 80% to a consistent 90%+.
* Respond to and resolve escalated customer support issues.
Progeny Marketing Innovations Inc., Nashville, TN 2000 - 2006
Manager, Customer Relations
*Coach and supervise team of 15 Customer Relations Representatives for one of the largest direct marketing companies in the insurance industry.
*Headed process improvement team within the department, which resulted in a reduction in man hours, a reduction in cost per form processed, and increased quality of outgoing correspondence.
*Collaborated with diverse teams from all levels of the organization to develop correspondence related to new products and campaigns, to anticipate common inquiries, and to measurably improve customer satisfaction.
*Maintained, edited and updated all existing template letters and forms. Created, tested and implemented all new correspondence in an AS400 environment.
*Tracked and recorded departmental production and distributed workload according to company and departmental metrics.
Federated Insurance, Nashville, TN 1997 - 2000
*Part of 2-man Auto Dealer Claims Team which handled all Southeastern U.S.
*Certified and proficient in Property, Liability, and Environmental claims.
*Prioritized workload and routinely managed a portfolio of 120 to 150 open claims.
*Negotiated claim settlements with customers and/or their legal representative.
*Completed intensive 4-week Customer Service training seminar, focusing on written and verbal communication skills.
David Lipscomb University, Nashville, TN 1993 - 1997
Second Shift Maintenance Supervisor
*Supervised second-shift campus janitorial crew of 10 and responded to all after-hours maintenance emergencies.
*Responded to and logged all evening maintenance requests.
*Scheduled and assigned all evening janitorial needs.
*Supervised and trained largely non-English speaking janitorial staff.
B.A. English, David Lipscomb University, 1997