Kenneth Jackson
Springfield,IL
Summary
Results-oriented Contact Center Supervisor with a strong background in client relationship management and operational leadership. Expertise in coaching teams to exceed performance metrics while negotiating favorable outcomes for clients. Skilled in implementing data-driven strategies that enhance customer satisfaction and drive retention.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Account Manager
Kaylie Snyder State Farm
Springfield, IL
03.2025 - Current
- Managed client relationships, enhancing satisfaction and increasing retention.
- Negotiated policy terms and conditions with clients and insurers to ensure favorable outcomes.
- Developed customized insurance solutions for diverse client needs.
- Educated clients on policy options and coverage benefits, improving decision-making.
- Utilized CRM software for tracking leads and managing client communications.
- Generated leads through cold calling, networking, referrals, and other marketing initiatives.
- Researched and analyzed beneficial insurance and investment options and made recommendations to clients.
- Responded promptly to customer inquiries about product availability and pricing, ensuring informed purchasing decisions.
Contact Center Supervisor
Horace Mann Insurance Companies
Springfield, IL
04.2018 - 08.2024
- Led, coached, and mentored team of 15+ representatives, achieving individual and corporate goals.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Supported new technology implementations, leading change management efforts within the team for seamless adoption of new systems or processes.
- Played an instrumental role in creating standard operating procedures that optimized contact center workflows.
- Cultivated positive work environment that enhanced teamwork and agent engagement.
- Designed and executed contact center incentive programs that boosted sales leads and strengthened customer loyalty.
Front End/HR Manager
Babies R Us
Springfield, IL
01.2017 - 07.2018
- Collaborated with department managers to identify staffing needs, facilitating timely recruitment and placement of qualified candidates.
- Oversaw employee interviews and onboarding processes to ensure smooth integration of new hires.
- Collaborated with legal counsel on employment matters to ensure compliance with relevant laws and regulations.
- Spearheaded workplace safety initiatives that reduced incidents while maintaining regulatory compliance.
- Guided employees in daily tasks and complex problem-solving to enhance overall performance.
- Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
- Verified cash levels in drawers to ensure sufficient supply for transactions. in eight checkout stations to verify adequate cash supply.
Shift Lead
Walgreens
Springfield, IL
08.2013 - 12.2016
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Trained and mentored new employees to maximize team performance.
- Trained new employees and delegated daily tasks to enhance team efficiency.
- Resolved customer complaints and provided effective solutions to improve customer satisfaction.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Maintained organized production areas to prevent violations and minimize work delays.
- Completed store opening and closing procedures and balanced tills.
Education
High School Diploma -
Springfield High School
Springfield, IL06-2010
Skills
- CRM software management
- Client engagement
- Customer retention
- Sales strategies
- Change management
- Team leadership
- Conflict resolution
- Effective coaching
- Multi-task management
- Upsell opportunities
- Data-driven decision making
Certification
- Illinois Insurance Producers License, Casualty and Fire, First licensed 2018-08, Life and Health, First licensed 2025-04
Timeline
Account Manager
Kaylie Snyder State Farm
03.2025 - Current
Contact Center Supervisor
Horace Mann Insurance Companies
04.2018 - 08.2024
Front End/HR Manager
Babies R Us
01.2017 - 07.2018
Shift Lead
Walgreens
08.2013 - 12.2016
High School Diploma -
Springfield High School