TROY JACKSON
Calgary,AB
Summary
Dedicated customer service professional with over 20 years of experience in call center environments, recognized for exceptional interpersonal and advanced communication skills. Proven ability to thrive in fast-paced settings while delivering outstanding service and fostering positive team dynamics. Adept at problem-solving and achieving performance goals, contributing to organizational success.
Overview
25
25
years of professional experience
Work History
Customer Service Coordinator
Microserve
Calgary, AB
05.2020 - 01.2025
- Served as primary liaison for strategic customers and sales teams regarding specific customer data.
- Contributed to creating satisfied customers through courteous inquiry management.
- Served as primary contact between sales, customer, and internal production operations
- Initiated, tracked, organized, prioritized and monitored multiple projects through development, pro- duction, and fulfillment
- Used creative problem solving to achieve sales and customer objectives
- Managed special packaging projects using analysis and implementing improvements that reflect cost benefits
- Developed project time lines and monitors to ensure on-time delivery
- Provided prompt communication to the customer and sales representative regarding existing chal- lenges in meeting requested ship dates
- Communicated customer expectations to planning and scheduling
- Received, evaluated, and distributed customer supplied materials and/or information to appropriate department(s)
- Interpreted requests for developmental and other artwork and communicate needs to appropriate department
Customer Service Representative Team Lead
Rogers Communications
Calgary, AB
02.2016 - 05.2020
- Supervised team of Customer Service professionals for product and service enhancements in matrix setting.
- Responsible for multiple client accounts at a combined value of $2MM
- Collaborate with a variety of clients to understand their business goals and design/ launch a Customer
- Atisfaction program that is suitable for their needs
- Present high level strategic analysis to key decision makers on the client's team (i.e
- Operations, fi- nance etc.)
- Highlight areas of the business that can be improved based on feedback and scores provid- ed by customers
- Manage vendor relationships and collaborate on project goals and deliverables
- Project Manager for the client services department of an IT based environment:
- Responsible for creation of full project plan at the initial stages of all projects and managing sched- ule throughout the life of the project
- Manage scope of concurrent projects to ensure milestones are on schedule and within budget
- Problem solve any system issues that may arise and discover resolutions by researching causes and gathering requirements
- Actively provide leadership, support and mentorship to junior Project Managers within the team through formal and informal coaching
- Coordinated closely with other departments to ensure customer inquiries were resolved quickly and efficiently.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Answered customer inquiries and provided accurate information regarding products and services.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Developed positive relationships with customers through friendly interactions.
Client Services Coordinator
Bell Canada Enterprises
Calgary, AB
11.2011 - 10.2015
- My primary responsibilities include driving improvement to operational efficiency through ongoing change management in a multi-layered environment and among various stakeholders
- Furthermore - and as a continuous exercise of identifying opportunities; I consistently advocate for change that will lead to increased revenue and an enhanced Customer Experience through a more streamlined order- flow
- Some of my other duties are in participating in performance management through coaching to key ob- jectives as established by senior business partners and working collaboratively with internal and exter- nal customers in a B2B context; solidifying the relationships that Bell maintains as a retail/wholesale business partner
- I believe that my strengths as a people leader lend to a unique influence on those I support, founded on a platform of priority to team member engagement
- From there, I am able to leverage my extensive background and knowledge on coaching to success through self-discovery of strengths (and opportuni- ties) as measured by goals and milestones set with each team member individually.
- Consulted with customers to resolve service and billing issues.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
Customer Care Team Lead
TELUS Communications
Vancouver, BC
03.2000 - 11.2011
- Part of a top performing Customer Experience leadership team driven to inspire passion amongst front line representatives in a unionized inbound contact centre environment
- This was achieved through fostering a supportive learning and coaching environment
- In addition, results were sustained by main- taining an open and engaged workforce and by providing relevant and timely feedback in support of career growth and development
- Responsibilities & Accomplishments: Achieved over 90% engagement score; receiving recognition as one of the top teams in Customer Ex- perience : Represented major business accounts as an advocate for the client within the TELUS group of com- panies and alliances, ensuring integrity of their managed services while also taking the lead for the maturation of the Incident/Problem/Change Management process
- Managed a team responsible for developing operational metrics for use by the Senior Leadership team to better ascertain operational availability and sustainability
- Chaired regular review meetings with the Client, Directorate and VP to review ongoing issues Familiar and proficient with the SwitchGear coaching methodology Created and facilitated leadership development course (Future Friendly Leaders) which was offered to multiple lines of business within the Customer Experience organization Part of the National Engagement Committee to share ideas on maintaining high engagement year- round Developed and rolled-out best practices utilized throughout the country to impact key business met- rics such as sales and positioning Received R.O.A.R
- Award for Top Team SMS/CSAT results each consecutive quarter in 2003 Proposed new expense-to-revenue KPI structure to address gap between productivity and the Cus- tomer First strategy (business cost-savings initiative) Launched a New-Hire Standardization project across multiple business-units to streamline the man- agement approach with probationary employees to ensure consistency and to target top talent
Education
Project Management Professional (PMP) - Certification #3005304
Project Management Institute
05-2021
Mount Royal University
01.2002
Centennial Regional High School
01.1987
Skills
- One call resolution
- Strong Verbal Communication
- Customer relations
- Empathetic & Courteous
- Detail- oriented
- Active listening
- Handling escalations
- Adaptability and flexibility
Affiliations
Proficient with Microsoft suite of applications Microsoft Word, Excel, Access, PowerPoint, MS Outlook, MSTeams ,Power BI, SharePoint, MS Projects
Sales Force
Jira
SAP
Oracle
Timeline
Customer Service Coordinator
Microserve
05.2020 - 01.2025
Customer Service Representative Team Lead
Rogers Communications
02.2016 - 05.2020
Client Services Coordinator
Bell Canada Enterprises
11.2011 - 10.2015
Customer Care Team Lead
TELUS Communications
03.2000 - 11.2011
Project Management Professional (PMP) - Certification #3005304
Project Management Institute
Mount Royal University
Centennial Regional High School
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