Jason Ossenkop
Omaha,NE
Summary
Dynamic leader with a proven track record at LinkedIn, where I spearheaded customer support transformations and enhanced global member satisfaction. Expert in data analysis and adept at coaching, I significantly improved operational efficiencies and team performance. My strategic approach to digital strategy and workforce management has consistently delivered outstanding results.
Overview
17
17
years of professional experience
1
1
Certificate
Work History
Contact Center Manager
Nebraska Furniture Mart
Omaha, United States
04.2024 - Current
- In my role as a Contact Center Manager at Nebraska Furniture Mart, I effectively managed call traffic, team metrics, and incentives to drive high performance in inbound and outbound calls
- I set goals, retained staff, and handled returns/exchanges at a high level, ensuring customer satisfaction and operational efficiency
- Managed call traffic and team metrics to drive high performance
- Set goals, retained staff, and handled returns/exchanges efficiently
- Monitored and evaluated employee performance to ensure compliance with company standards. Improved KPI's within the team by 10% in the first 6 months.
Director Of Customer Service
Invoca
Santa Barbara, CA
02.2022 - 05.2023
- In my most recent role, I employ, train, and guide managers and customer support representatives for continuous improvement, ensuring full staffing of teams to meet strategic plan
- Along with delivering extensive support in management of performance, establishment of career path opportunities, and KPIs for members, I enable better support experience by identifying team knowledge gaps and implementing solutions for elevating individuals
- Boosted performance and increased employee happiness by fostering and promoting culture of engagement, collaboration, and affiliation
- Spearheaded and improved all aspects of customer support and associated processes
- Accomplished team goals by implementing data-oriented approach in development and execution of effective plans
- Accommodated variety of customer segments and SLAs and drove consistent, scalable, and priority-driven approach by recognizing and leading process improvement
- Identified and resolved escalations by acting as voice and face of Customer Support group and planning virtual/face-to-face meet up with customer base
- Able to make the team 100% phone, email, chat accessible within first year.
Head of Global Member Support
LinkedIn
Omaha, United States
03.2019 - 02.2022
- In this role, I led beta program performance and feedback while serving as key partner with stakeholders
- I contributed to achieving member satisfaction SLA by directing team while analyzing global SLAs in production, satisfaction, and resource levels
- Moreover, I developed plans to highlight priorities and establish processes
- I functioned as an escalation point for complicated issues requiring deep engagement with other teams
- Along with initiating process changes, approving process improvement recommendations introduced by team, and supporting documentation/guidelines by evaluating internal benchmarking data, I developed excellence by evaluating people against results-oriented commitments, trained employees to deliver agreed goals, and offered challenges to stretch employees
- Provided extensive feedback and guided employees on potential career paths using career ladders
- Efficiently gathered data, impacting member loyalty and engagement by influencing cross-functional partners to create new/improve existing processes
- Improved product quality and eliminated barriers to drive resolution with stakeholders by supervising global product data for insights and trends
- Boosted efficiencies in execution of processes/practices by training teams to optimize processes
- Enhanced global team performance by holding managers accountable for team performance metrics and requesting input across teams
- Met demand levels by mentoring and guiding managers and adjusting resources
- Assisted in resolution of issues by delivering oversight and guidance for new internal processes and supporting in making new connections
- Resolved business challenges related to member experience by partnering with GCO to think outside the box
Senior Manager, Member Support and Member Safety and Recovery
LinkedIn
Greater Omaha Area
03.2018 - 03.2019
- Monitors beta program performance and feedback
- Partners across GCO to think outside the box and solve member experience business challenges
- Influences cross-functional partners to build new and/or improve existing processes to gather critical data that impacts member loyalty and engagement
- Manages team to achieve member satisfaction SLAs
- Reviews global SLAs in production, satisfaction and resource levels
- Coaches managers and adjusts resources to meet demand levels
- Provides oversight and guidance for new internal processes/procedures and helps to make connections to help team resolve issues
- Recognized as a key partner with stakeholders
- Builds plans to emphasize priorities and defines processes
- Monitors global product data to drive insights and trends that improve product quality and removes barriers to driving resolution with stakeholders
- Acts as escalation point for complex issues requiring deep engagement with other teams
- Reviews internal benchmarking data to initiate process changes and approves process improvement recommendations initiated by team, and any supporting documentation/guidelines
- Reviews and coaches teams to drive standardized and streamlined processes in order to increase efficiencies and consistency in execution across processes or practices
- Starts to identify new capabilities to develop across the team
- Holds managers accountable for team performance metrics and solicits input across teams to improve global team performance
- Engages and inspires team in business change initiatives including purpose, impact and value
- Demands and develops excellence by evaluating people openly against results-oriented commitments for which they are accountable, mentors employees to deliver on agreed goals and provides challenges to stretch employees where appropriate
- Uses career ladders to provide feedback and mentor employees on potential career paths
Manager 2, Customer Advocacy
LinkedIn
03.2017 - 03.2018
- In this role, I designed action plans to resolve departmental challenges by evaluating metrics, reports, and data trends
- Furthermore, I coordinated resolution with support areas while leading best practice initiatives in collaboration with multiple levels of management and team of global peers
- I offered feedback to management on necessary changes/updates, including policies, upgrades, and customer care issues
- I directed internal/external escalations from customers, business partners, and within team
- Additionally, I conducted quarterly and annual reviews for all direct reports while delivering feedback to other teammates
- Ensured team maintains high level of productivity and quality by delivering training, guidance, and feedback, as well as assuring team members possess information required for fulfillment of roles
- Managed combination of proactive/reactive interactions with customers by establishing multicultural team of enterprise support representatives
- Actively contributed to execution of workflow process improvements
- Offered leadership and direction to customer support managers and agents
Customer Support Supervisor
LinkedIn
03.2015 - 03.2017
- In this role, I directed and resolved departmental challenges by analyzing data trends and devising action plans
- Moreover, I acted as key liaison between Customer Support Escalations via email and phone while partnering with multiple levels of management
- I recognized trends and needs by evaluating available metrics, reports, and other information
- Delivered extensive leadership direction and guidance to level 1 & 2 customer support agents
- Ensured appropriate member experience by addressing agent's questions and focusing on quality
- Enhanced productivity and performance by training team members
Customer Support Representative
LinkedIn
Omaha, United States
05.2010 - 12.2015
Sr. Client Advocate
Yahoo
Omaha, United States
03.2010 - 05.2010
Customer Support
LinkedIn
Omaha, United States
05.2008 - 01.2010
Education
Bachelor's degree - Marketing Management, Marketing/Marketing Management, General
Bellevue University
Bellevue, NEAccounting - Business Administration And Management
University of Nebraska At Omaha
Omaha, NEAccounting/Marketing - Accounting And Finance
Midland University
Fremont, NEHigh school or equivalent - Business
Benson High School
Omaha, NESkills
- Post-Sales Assistance
- Data Analysis Expertise
- Digital Strategy
- Coaching and mentoring
- Workforce management
- Staff recruitment
- Call center technology
- Budgeting and finance
- Quality assurance
- Technical support
- Customer service focus
- Call monitoring
- Document management
Certification
LinkedIn - Getting Things Done
Project Management for Chat AI - Customer Support Tools
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The best way out is always through.
Robert Frost
Timeline
Contact Center Manager
Nebraska Furniture Mart
04.2024 - Current
Director Of Customer Service
Invoca
02.2022 - 05.2023
Head of Global Member Support
LinkedIn
03.2019 - 02.2022
Senior Manager, Member Support and Member Safety and Recovery
LinkedIn
03.2018 - 03.2019
Manager 2, Customer Advocacy
LinkedIn
03.2017 - 03.2018
Customer Support Supervisor
LinkedIn
03.2015 - 03.2017
Customer Support Representative
LinkedIn
05.2010 - 12.2015
Sr. Client Advocate
Yahoo
03.2010 - 05.2010
Customer Support
LinkedIn
05.2008 - 01.2010
Bachelor's degree - Marketing Management, Marketing/Marketing Management, General
Bellevue University
Accounting - Business Administration And Management
University of Nebraska At Omaha
Accounting/Marketing - Accounting And Finance
Midland University
High school or equivalent - Business
Benson High School
Languages
English, Native or Bilingual
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