Janice Jackson

About Janice Jackson

With over 15 years of experience in the B2C and B2B industries, I bring a wealth of knowledge and expertise to my current role as a front-line manager in Connections. In this capacity, I lead a dedicated team to drive customer engagement and satisfaction, ensuring that we deliver exceptional experiences that exceed expectations. Beyond my managerial responsibilities, I am deeply committed to fostering leadership development and growth. I actively support individual contributors (ICs) looking to transition into leadership roles, providing mentorship, guidance, and resources to help them succeed in their career aspirations.In addition to my professional endeavors, I am passionate about driving advancement opportunities for the Black community. As the co-chair of my company\'s Black Employee Resource Group, I advocate for diversity, equity, and inclusion, championing initiatives that promote empowerment, recognition, and support for Black employees.My professional journey is defined by a dedication to excellence, a commitment to mentorship and development, and a relentless drive to create positive change in the workplace and beyond. I am excited to connect with like-minded individuals who share a passion for leadership, diversity, and unlocking the full potential of all individuals.

Experience

1. Zhl Manager, Connections

   Zillow

   Oct 2024 — Present

   As a Manager in the Connections team, I support frontline leaders and the broader business by leading through change and driving frontline performance, business results and employee engagement. Key responsibilities in this role include:Monitor and evaluate leader performance, provide feedback, and implement improvement plans.Develop and execute strategies in collaboration with senior leadership to drive team performance and business growth.Oversee project execution in partnership with stakeholders to ensure organizational success.Identify training needs for leaders and support their professional growth.Foster transparent communication within the team and with senior leadership.

Education

• Grand Valley State University

  Bachelor's degree, Communication and Media Studies

  2003 — 2007

Skills

• Call Center
• Vendor Management
• Call Centers
• Account Management
• Team Leadership
• Leadership
• Business Process Improvement
• Customer Experience
• Recruiting
• Direct Sales
• Customer Relationship Management (Crm)
• Sales Management
• Management
• Team Building
• Process Improvement
• Mentoring
• Contact Centers
• Coaching
• Workforce Management
• Sales
• Customer Retention
• Customer Service
• Customer Satisfaction
• Training
• Call Center Development
• Team Management
• Telecommunications
• Bpo
• Outsourcing