Rebecca Jackson
Senior Associate @Shiftsmart
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WORK HISTORY
Senior Associate @Shiftsmart
ABOUT REBECCA JACKSON
Energetic Operations leader who is passionate about your success. Passionate for your customers. Ensuring that your customers receive world-class customer experience is important. By creating encouraging, long-lasting, real relationships with the management team as well as the customer care representatives, this is achieved through trusted coaching sessions and training. Creative in solving challenges. By thinking outside of the box and encouraging others to participate in the decision-making processes, amazing ideas come about to solve unforeseen challenges and removes obstacles that may be in the way of achieving client targets. Core Competencies include: Operations Management | Strategic Planning | Customer Service & Support | Product Management | Training & Development | Cross-functional Team Leadership Continuous Process Improvement | Project Management | Client Services | Multi-Channel Customer Service | Customer Experience (CX) Key Performance Indicators (KPI\'S)| Coaching | Data Analytics | Customer Satisfaction | Account Management | Performance Management | Customer Relationship Management (CRM)|Quality Assurance (QA)| SOW / Contract Negotiation | Learning Management Systems (LMS)| Voice of the Customer (VOC)| First Contact Resolution (FCR)| Jira | Slack | Workforce Management (WFM)| Change Management | Escalated Problem Resolution | SurveyMonkey | Customer Engagement / KANA Five9 | Gamification | BlueJeans | Kustomer | Zoom | Gorgias NiceReply | Zendesk | Salesforce | AirCall | Wordpress | Desk | Stella Connect | Customer Satisfaction (CSAT)| AdobeConnect
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