DAMIEN JACKSON
Las Vegas,NV
Summary
Customer Experience leader with 5+ years in high-volume support and 2+ years leading frontline teams. Proven track record of improving CSAT, QA, and SLA performance through structured coaching, data analysis, and process improvements. Known for high ownership and urgency in fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Experience Team Lead
Reserv
11.2025 - Current
- Lead a team of 8-12 agents in a phone-first environment handling 700–1,000 weekly contacts, owning performance across CSAT, QA, and SLA
- Improved QA by 8-12% and CSAT by 5-7% through structured coaching, call reviews, and clear performance expectations
- Reduced repeat contacts by up to 9% and maintained 92–95% SLA adherence by identifying root causes and refining workflows
- Owned QA processes and partnered cross-functionally to drive improvements; selected for ACE Team and expanded to multi-line (Lyft) support
Senior Customer Support Specialist
Reserv
09.2024 - 11.2025
- Managed 40–60 daily contacts across channels while maintaining 88–92% CSAT and 95%+ SLA adherence
- Served as escalation point for complex cases, improving resolution quality while balancing speed and accuracy
- Reduced handle time by 8–10% and contributed to onboarding and SOP improvements that increased team efficiency
Digital Claims Associate
Clearcover Insurance
07.2021 - 09.2024
- Supported claims process and system changes in a regulated insurance environment, ensuring consistent execution across remote teams.
- Identified workflow inefficiencies using performance data and provided improvement recommendations to leadership.
- Maintained performance and quality standards during periods of operational change, meeting or exceeding all required metrics.
Virtual CRM Representative
Progressive Insurance
Las Vegas, NV
07.2018 - 07.2021
- Achieved high customer satisfaction by delivering accurate product information and resolving escalated inquiries. Fostered trust with customer accounts through proactive communication and timely follow-ups. Recommended strategic improvements to services and billing processes, leading to enhanced customer retention.
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions. Followed up with customers to determine satisfaction level with products or services.
PSS Tech Coach Supervisor
Asurion
Las Vegas, NV
12.2014 - 07.2018
- Led team-level change initiatives focused on performance improvement, workflow optimization, and adoption of new tools and processes.
- Designed structured coaching and enablement plans to drive behavior change and improve KPIs.
- Managed Quality Assurance activities including case reviews, trend analysis, and feedback loops to identify adoption gaps.
- Partnered with product and operations teams to reduce customer friction through tool and workflow improvements.
Billing Supervisor
USAA
Las Vegas, NV
02.2011 - 12.2014
- Led operational process changes within insurance billing support, ensuring consistent execution and service quality.
- Communicated policy and workflow updates through structured team meetings and coaching.
- Implemented process improvements that increased efficiency and reduced errors.
Education
B.A. - Audio Engineering
American River College
Licensed Insurance Adjuster - Nevada
Skills
- Leadership & Coaching
- Performance Management (CSAT, QA, SLA)
- QA & Calibration
- Data Analysis
- Process Improvement
- Change Management
- Cross-functional Collaboration
Certification
Earned and maintained Texas Adjuster License.
Timeline
Customer Experience Team Lead
Reserv
11.2025 - Current
Senior Customer Support Specialist
Reserv
09.2024 - 11.2025
Digital Claims Associate
Clearcover Insurance
07.2021 - 09.2024
Virtual CRM Representative
Progressive Insurance
07.2018 - 07.2021
PSS Tech Coach Supervisor
Asurion
12.2014 - 07.2018
Billing Supervisor
USAA
02.2011 - 12.2014
Licensed Insurance Adjuster - Nevada
B.A. - Audio Engineering
American River College