Brent Jernigan

About Brent Jernigan

Brent Jernigan is a Director at COPC Inc, bringing two decades of expertise in certification, compliance, and customer experience management. Since joining COPC Inc. in January 2011, he has played a key role in helping organizations optimize performance through best practice implementations, structured support, and certification processes.Prior to joining COPC, Brent served as Director of Compliance and Regulatory Services at a global outsourcing organization, where he led compliance efforts for COPC, ATA-SRO, and ISO certifications across multiple regions. He holds a BFA from The Ohio State University and is a COPC Certified Performance Leader in the COPC CX Standards for CSPs, VMOs, and Procurement Organizations.A sought-after COPC-authorized trainer and Six Sigma Black Belt, Brent has delivered training in COPC® Lean Six Sigma for Contact Centers, COPC® Best Practices for Outsourced Service Operations, COPC® Best Practices in Customer Experience, and COPC® High-Performance Management Techniques.Brent is also a published thought leader, having authored several articles and white papers on key industry topics, including Improving Contact Center Efficiency and Quality, Hiring the Right Frontline Staff, Improving First Contact Resolution, Creating a Committed Workforce, How Quality Automation Delivers Real Business Value, and The Challenges of Multi-Channel Integration to Meet Customer Expectations.With a passion for driving operational excellence and customer satisfaction, Brent helps multinational enterprises achieve sustainable, high-performance customer experience operations.

Experience

1. Director

   Copc Inc

   Jun 2020 — Present · Winter Park, FL, US

Education

• The Ohio State University

  Bachelor of Fine Arts - BFA

  1982 — 1987

Skills

• Copc
• Business Process
• Team Leadership
• Process Management
• Vendor Management
• Recruiting
• Performance Improvement
• Outsourcing
• Business Process Improvement
• Coaching
• Workforce Management
• Customer Retention
• Customer Experience
• Customer Service
• Call Center
• Cross-Functional Team Leadership
• Change Management
• Customer Satisfaction
• Training
• Operations Management
• Quality Assurance
• Bpo
• Service Delivery
• Business Analysis
• Team Management
• Performance Management
• Crm
• Management
• Quality Management
• Management Consulting
• Program Management
• Operational Excellence
• Leadership
• Inbound Marketing
• Data Analysis
• Contact Centers
• Six Sigma
• Customer Relationship Management (Crm)
• Process Improvement
• Call Centers