Michael Jackson

About Michael Jackson

I am an operations and client services leader with 15+ years of experience driving performance, scaling teams, and managing complex workforce solutions across contact center operations, staffing, manufacturing, and professional services environments.My career has been built on leading multi-site, multi-state operations and supporting both federal and commercial programs, with consistent responsibility across workforce strategy, service delivery, and client performance. I bring a track record of aligning business development, recruiting, and operations to ensure organizations not only win business but deliver on it at scale.Currently, I oversee a multi-million-dollar portfolio spanning staffing, direct hire, and contact center operations, with involvement in strategic initiatives including RFP, RFI, and RFQ development, cross-functional planning, and operational execution. My experience includes supporting large-scale workforce environments, from high-volume hiring to long-term program management across diverse industries.I am known for building high-performing teams, improving retention, and optimizing operational processes to drive measurable outcomes. My leadership style is hands-on when needed, but grounded in strategic alignment, accountability, and long-term performance.Core areas of focus include: • Operations & Service Delivery • Workforce Strategy & Talent Operations • Client Services & Account Management • Contact Center & CX Strategy • Process Improvement & Performance Optimization • Government & Commercial Program SupportLet’s connect and talk about how I can help grow your business, strengthen your operations, and lead teams to the next level.

Experience

1. Director of Business Development & Client Services (Operations & Strategic Growth)

   Nti

   Mar 2023 — Present · US

   Lead operations, client services, and business development strategy across federal and commercial programs within a national workforce organization. • Oversee a multi-million-dollar portfolio spanning staffing, direct hire, and contact center operations • Support development and submission of RFP, RFI, RFQ, and solicitation responses in collaboration with executive leadership • Provide cross-functional leadership across recruiting, operations, and client service delivery • Direct contact center operations and ensure performance across service levels, KPIs, and client expectations • Align workforce strategy and operational execution to support program success and client outcomesKey Contributions: • Improved operational performance through process optimization and call flow enhancements • Reduced turnover and increased retention across large-scale contact center teams • Strengthened client relationships across multiple industries and service lines

Education

• Williamstown Independent

  Diploma, General

  1997 — 2001

• First Response of the Bluegrass

  Emergency Medical Technican, Medical

  2003 — 2003

• Lexington Community College

  Business, Management, Marketing, and Related Support Services

  2001 — 2002

• KCTCS

  Graphic Design

  2002 — 2003

Skills

• Contract Recruitment
• Workers Compensation
• Executive Search
• HR Policies
• Onboarding
• Personnel Management
• Internet Recruiting
• Training
• Customer Satisfaction
• College Recruiting
• Labor Relations
• Temporary Placement
• Performance Management
• Employee Training
• Talent Management
• Interviews
• Leadership Development
• New Hire Orientations
• Adp Payroll
• Screening Resumes
• Candidate Generation
• Management
• Employee Relations
• Staffing Services
• Recruitments
• HR Consulting
• Human Resources
• Resume
• Recruiting
• Recruitment Advertising
• Recruiters
• Permanent Placement
• Employee Engagement
• Workforce Planning
• Job Fairs
• Technical Recruiting
• Applicant Tracking Systems
• Talent Acquisition
• Exit Interviews
• Screening