JASON MCNAIR
Sr. Director, Customer Servicing Experience Leader
Marietta,GA
Summary
Motivated and accomplished leader with over twenty years of leading high performance and multi-disciplinary teams that excel in providing superior experience in the areas of portfolio management and service delivery. Proven ability to effectively navigate across cross functional teams to influence and achieve the desired outcomes. Customer centric leader who tactfully works with key internal partners to provide exceptional services to customers. Expertise in managing and driving process improvement within ITIL framework disciplines.
Overview
30
30
years of professional experience
Work History
Sr. Director, Customer Servicing Experience Leader
Equifax, Inc
Alpharetta, GA
02.2022 - Current
- Lead Equifax's Specialized Services team, prioritizing customer value, retention, and excellence in customer experience.
- Strengthened customer relationships by understanding their needs and requirements.
- Developed and executed strategies to enhance client engagement and address issues.
- Collaborated with Service Management teams to implement corrective measures.
- Drove continuous improvement initiatives, identifying gaps in processes for better customer support.
- Implemented scalable improvements for more effective product and service delivery.
- Served as the internal Sales escalation point during service issues.
- Standardized Service Level Agreement Management in collaboration with Sales, Product Management, IT partners, and Legal.
Sr. Director, Technology Solution Delivery
Equifax, Inc
Alpharetta, GA
04.2018 - 01.2022
- Responsible for the USIS Business Solutions team whose mission is to provide Equifax customers with exceptional service, professional training, assistance and information technologies that enable them to succeed.
- Established the USIS Identity & Fraud (IFS) Business Support team to bridge communication between technology, sales, product, and external customers.
- Implemented structured Service Management processes to enhance operational efficiency.
- Managed a team of Business Relationship Managers supporting Equifax VIP customers.
- Oversaw technology application transformation to Google Cloud Platform.
- Standardized customer notifications during incident and change management.
- Engaged with customers in Monthly Operations Review meetings.
- Provided post-production technical support for USIS applications, driving strategic improvements for efficiency and effectiveness.
Service Delivery Manager
Equifax, Inc
Alpharetta, GA
04.2016 - 04.2018
- As the Infrastructure & Operations POC developed service strategy with IT business partners to ensure quality and value-added service delivery.
- Work with the IT business partners and IT Operations for service planning, investment and delivery of end to end services and coordination of enterprise shared services and processes.
- Know and understand the IT Business Units and methods in which services are utilized.
- Oversee the execution of service delivery to the IT business partners and provide service performance reports.
- Services reviews (Weekly/Monthly/Quarterly) with IT Operations and IT Business Unit leadership.
- Ensure deliverables are met with defined Service Level Objectives/Agreements (SLOs/SLAs).
- Review and modify SLOs and SLAs based on service performance and improvements.
- Manage IT Business Unit communications internally with IT Operation teams.
- Understand the Business Units pain points and work collectively to resolve them.
IT Service Desk Relationship Manager
Equifax, Inc
Alpharetta, GA
05.2005 - 03.2016
- Information Technology Outsourcing (ITO) project lead that facilitated the transition to a new Service Desk vendor resulting in an annual 50% cost savings.
- Key participant in the RFP evaluation and selection process of potential vendors during the ITO process.
- Vendor relationship manager for offshore Service Desk partner.
- Primary liaison between Equifax resources and vendor Equifax Service Desk management team.
- Govern the Service Desk customer satisfaction, quality, FCR and other key SLA performance metrics.
- Manage the Service Desks adherence to Equifax Security and Compliance practices.
- Driven numerous improvements of daily operations at the Service Desk enabling the agents to increase their productivity
- Project lead in the migration to a new ITSM tool.
- Key focal of the ITSM Service Request, Incident and Problem Management documentation and processes.
- Led numerous lean initiatives improving ITSM processes.
Customer Satisfaction Representative, Team Lead
Equifax, Inc
Alpharetta, GA
09.2001 - 05.2005
- Provide support to Sales Executives, Sales Representatives and Customer Service Consultants in a help desk environment.
- Facilitate questions regarding Equifax products, services, policies, credit files and procedures.
- Generate and deliver in depth metrics to Equifax Sales Representatives, Equifax Affiliates and Equifax customers on a Monthly and Quarterly basis.
- Train new employees within the Sales Support department, along with Sales Representatives and Customer Service Consultants on systems and procedures.
- Create and enhance process manuals of Sales Support functions.
Technical Support Analyst 1
Equifax, Inc
Atlanta, GA
05.2000 - 08.2001
- Liaison between Equifax national sales team, internal departments and vendors of Equifax.
- Follow up with Equifax's internal departments/vendors to document and expedite the sales representative's request.
- Map processes of the North American Information Services procurement requisition, security and vendor procedures.
- Define processes that could be automated to expedite the turn-around of sales representative requests.
- Manage process improvement projects.
Information Consultant II
Equifax
Atlanta, GA
05.1995 - 05.2000
- Respond to customer inquiries or analyze request interaction to determine action of response required.
- Provide suggestions for problem resolution and explain consumer rights under the law.
Data Tracking Specialist
Equifax, Inc
Atlanta, GA
10.1993 - 05.2000
- Produce monthly and quarterly quality, production measurement and expense metrics.
- Assist VP of Customer Service in analysis of current and past trends of the business.
- Design intricate databases and spreadsheets utilized for trend analysis.
Education
Bachelor of Science - Business Administration - Marketing
Elmira College
Elmira, New York 08.1988 - 1992.07
Skills
Google Suite, Google Mail, Google Looker Data Studio, Lucid Chart, Smartsheet, Visio, MS Office Suite - (Excel, Word, PowerPoint, Project, Publisher, OneNote), MS Outlook, Confluence, Jira, Sharepoint, ServiceNow, PagerDuty, StatusPage, Poppulo, AHA, Apigee, Tableau, Maximo
undefinedVolunteer
2020-07 - Current
BOLD Employee Network
Equifax, Alpharetta, GA
- Well-being Champion - Responsible for advocating for a safe and supportive workplace that empowers employees to make healthy lifestyle choices
- Culture Committee Co-chair - Responsible for leading the Equifax black employee network by launching culturally relevant educational programming, communication, branding and ambassadorship
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The greatness of a man is not in how much wealth he acquires, but in his integrity and his ability to affect those around him positively.
Bob Marley
Timeline
Sr. Director, Customer Servicing Experience Leader
Equifax, Inc
02.2022 - Current
Sr. Director, Technology Solution Delivery
Equifax, Inc
04.2018 - 01.2022
Service Delivery Manager
Equifax, Inc
04.2016 - 04.2018
IT Service Desk Relationship Manager
Equifax, Inc
05.2005 - 03.2016
Customer Satisfaction Representative, Team Lead
Equifax, Inc
09.2001 - 05.2005
Technical Support Analyst 1
Equifax, Inc
05.2000 - 08.2001
Information Consultant II
Equifax
05.1995 - 05.2000
Data Tracking Specialist
Equifax, Inc
10.1993 - 05.2000
Bachelor of Science - Business Administration - Marketing
Elmira College
08.1988 - 1992.07
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