Jason Love
Cordova,TN
Summary
Highly results-oriented Customer Service Learning Manager with 8+ years of expertise in behavioral science, instructional design, and performance management within high-volume retail and customer service operations. Proven success in rebuilding underperforming service teams, implementing targeted learning initiatives, and driving critical customer service KPIs (CSAT, FCR) to achieve #1 vendor status. Seeking to leverage a strong background in operational excellence and leadership to design and execute high-impact learning strategies that optimize the customer experience.
Overview
8
8
years of professional experience
Work History
Operations Manager
Conduent
Florham Park, New Jersey
06.2017 - Current
- Service Excellence Leadership (2020-2025): Led the critical rebuild of the customer service operation for a major client (Apple), focusing on behavioral changes and KPI management. This effort resulted in the team achieving and maintaining #1 Vendor status and directly led to a promotion to Senior Service Manager.
- KPI-Driven Curriculum Development: Expertly analyzed critical service metrics (CSAT, FCR) and translated complex performance gaps into targeted Behavior Support Initiatives (BSI) and comprehensive learning programs for new hires and team leads.
- Performance Coaching Standardization: Created and standardized weekly coaching plans and meeting agendas used across all service teams to ensure consistent, high-level behavioral adherence and continuous improvement in service delivery.
- High-Potential Development (2018-2019): Designed and launched a two-week 'Bridge Program' for low-to-midlevel Service specialists, successfully closing knowledge and ability gaps and transforming participants into sustained high performers.
- Sales Performance Achievement (June 2025 – Present): Temporarily assigned to lead the underperforming Sales team, leveraging learning and training principles to drive key sales KPIs and elevate the team from last-place to #1 Vendor status within three months.
Education
Bachelor's Degree -
University of Memphis
Memphis, TN01.2003
Skills
- Instructional design and curriculum development
- Customer service training and coaching
- CSAT and FCR improvement
- Adult learning principles
- Behavioral science applications
- Vendor management strategies
- Service metrics analysis
- Microsoft Office Suite proficiency
- iWork Suite expertise
Personal Information
- Jason Love, 901-930-6504, jlove1212@icloud.com, Cordova, TN
Timeline
Operations Manager
Conduent
06.2017 - Current
Bachelor's Degree -
University of Memphis