Jason Carter
New Orleans,LA
Summary
- Visionary Leader and highly capable change-agent who consistently refines and revitalizes strategies and execution, introduces change and facilities a results-driven environment.
- Enthusiastic Problem-solver with keen ability to rapidly assess diverse situational challenges, develop action plans, and lead team to meet or exceed targeted goals.
- Effective Communicator and relationship-builder with superior ability to leverage a level of influence to convey information across all business levels to produce a collaborative spirit to drive results.
Overview
15
15
years of professional experience
Work History
Retai Manager-Multi
Verizon
10.2018 - Current
- President's Cabinet Winner-2021
- Implemented culture improvement process across both locations-PULSE results exceeding company average at 4.24
- Improved district VMP performance in 2022 as pillar lead-10% increase by EOY
- Attained highest quota attainment for district store-2020
- Nominated as Customer Experience GM representative for territory-2020
- Developed two representatives for promotion to management
- Led Success Management Process trial in 2019
- Selected as Local Council/Social Responsibility champion for territory
- Developed Business Advisor plan to increase business growth by 23% increase in 2019
- Coached to customer satisfaction and cross team training to end with 86% overall satisfaction for year end 2019
- Implemented Assistant Manager accountability plan for business adds to end with highest attainment-September 2019
- Chosen as mentor for Specialist/Manager development program LEAD
- Facilitated trainings for district to include diversity and inclusion
- Reduced corporate risk by managing shrink processes and controlling inventory levels.
- Designed modern employee recognition program which boosted productivity and improved morale.
Solutions Manager
Verizon
9 2016 - 10.2018
- Selected for LEAD Manager program
- Developing member of Business Advisor training program for territory
- Led store in small/medium business practices as Business Advisor (top participation in district 4 of 9 months in role)
- Incorporated accountability in SMB lead discussions to drive growth (Top Gulf Store in September 2017-119 adds)
- Implemented partnership program for device protection positioning practice to secure attach rate (61.93% YTD)
- Trained and developed newly hired employees for balanced performance
- Performed store operational tasks as Operations Lead Manager for location (1st in lowest risk ranking for August 2017 and March 2018)
LEAD Manager-Technical Support
Verizon
09.2015 - 10.2016
- Developed and implemented New Supervisor Readiness program for newly hired leaders
- Introduced teaching library for Supervisors to increase efficiency in coaching
- Developed training reinforcement drills for improved customer satisfaction (97% March 2016)
- Built program to assist leaders with daily/weekly/monthly strategy development
- Partnered across channels to implement retail to call center job immersion program
- Enhanced department culture through relationship and team building activities (NPS-10)
- Established and advanced operations of Technical Support department
- Developed and implemented training initiatives for new hires.
Interim Senior Manager-Technical Support
Verizon
07.2016 - 07.2016
- Trained and developed three Interim Supervisors to achieve balanced performance (2 in Top 5 of call center)
- Coached to revenue generation for Insurance Enrollment (Number 1 Technical Support teams in enrollment per representative)
- Identified and drove center performance as part of strategic performance team
- Maintained departmental balanced scorecard through coaching observation and feedback (Number 3 in entire Enterprise)
Interim Senior Manager
Verizon
10.2013 - 09.2015
- Ended September 2014 tied for top scorecard among Senior Manager teams
- Coached/developed leaders for consistent results-9.43 /9.34 (Customer Experience-2015), 93.7/95.5 (Customer Experience-2014)
- Implemented culture and strengthened relationships with direct reports resulting in NPS score of 10.0
- Customer Pro hiring manager with 14 new Pro's hired
- After the Fact reduction project lead-Murfreesboro 1st in area upon launch
- Managed stakeholder relationships in operations of call center
- Ended October 2013 with top portfolio amongst Senior Manager Teams
- Provided feedback on Effective Communication for Leaders training program as location point of contact
- Led call center to number one in enterprise for Total Mobile Protection sales as part of strategic performance team
- Partnered across business groups for revenue generation project which increased accessories sold by 37.7% and add-a-lines sold by 48.4%
- Trained and developed five Interim Supervisors to achieve balanced portfolio (two in top five of call center-December 2014)
New Hire/Transition Supervisor
Verizon
10.2010 - 10.2013
- Developed Tech-A-Day Project for New Hires which decreased handle time by 41 seconds over course of two years (Project adopted by Midwest Area)
- Initiated Best Practices Call with other areas to implement 5 minute start of day huddles and structured new hire debrief sessions
- Increased customer surveys by 1.55 points across team from implementation of best practices
- Performed operations review with Midwest Vice-President
- Attended HR staffing calls and New-Hire Experience weekly calls to discuss area strategy in hiring process
- Awarded 3rd Quarter Best in Class Supervisor in Midwest Area (2012)
- Awarded 1st Quarter Best in Class-Upgrades (2011)
- Delivered new hire training to employees
- Developed individuals for career pathing (four promoted to technical support)
- Chosen as 2010 Employee of the Year
Coordinator-Technical Support
Verizon
08.2008 - 10.2010
- Resolved 45 technical support inquiries per day
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Troubleshot hardware and software issues and identified network/application issues
- Verified provisioning and diagnosed device or network issues
- Accessed trouble ticket system for tracking customer interactions and problem resolution
- Managed customer relationships by performing full range of customer service functions
Education
MBA - Human Resources Management
Strayer University
Washington, DCBachelor of Science - Business Administration
Strayer University
Nashville2013
Skills
- Project management
- Strong verbal communication
- Risk management
- Six sigma methodologies
- Strategic planning
- Team leadership
- Change management
- Relationship building
- Staff coaching and mentoring
- Operations management
- Leadership training & Development
- Process evaluation and enhancement
Additional Information
Experienced Senior-Level Leader with a demonstrated history of using my expertise in human relations, motivation, employee development, and balanced business practices to drive organizational goals.
Timeline
Retai Manager-Multi
Verizon
10.2018 - Current
Interim Senior Manager-Technical Support
Verizon
07.2016 - 07.2016
LEAD Manager-Technical Support
Verizon
09.2015 - 10.2016
Interim Senior Manager
Verizon
10.2013 - 09.2015
New Hire/Transition Supervisor
Verizon
10.2010 - 10.2013
Coordinator-Technical Support
Verizon
08.2008 - 10.2010
Solutions Manager
Verizon
9 2016 - 10.2018
MBA - Human Resources Management
Strayer University
Bachelor of Science - Business Administration
Strayer University
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