Kimberly M Jackson
Konawa,OK
Summary
Proactive Call Center professional bringing excellent leadership skills and the capability to help staff meet and exceed customer expectations. I believe in positive feedback, focusing on the behaviors and not the numbers. I am equipped to train, schedule, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Able to multitask and get the job done.
Overview
26
26
years of professional experience
Work History
Sr. Contact Center Manager
Chickasaw Nation Department Of Commerce
Ada, Ok
07.2014 - 09.2025
- Oversaw the day-to-day operations of two contact centers and managed a team of 2 Managers, 2 Asst. Managers, 12 supervisors and 90 call center representatives.
- Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Increased employee retention through effective coaching, mentoring, and professional development opportunities.
- Implemented innovative technologies to enhance contact center performance and efficiency.
- Completed bi-weekly payroll for staff ensuring time was accurate and benefit time was entered. Worked closely with the Benefits Department on FMLA, STD and Catastrophic Leave.
- Optimized call routing strategies to decrease call abandonment rates and improve overall customer experience.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
- Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
- Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery.
- Assisted in recruiting, hiring and training of team members.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Corporate Recruiting Manager
Upsource. Inc.
Seminole, Oklahoma
03.2013 - 06.2014
- Collaborated with hiring managers to develop accurate job descriptions, ensuring alignment between role expectations and candidate qualifications.
- Partnered with HR teams to ensure seamless integration of new hires into organizational structure through effective onboarding processes.
- Developed long-term recruitment strategies in alignment with overall corporate objectives, positioning the organization for ongoing success in attracting top talent.
- Implemented diversity initiatives within the recruitment process, promoting an inclusive workplace environment.
- Monitored recruiter performance metrics regularly, identifying areas for improvement and implementing appropriate interventions when necessary.
- Established strong relationships with industry networks, increasing referral opportunities and expanding the pool of potential candidates.
Recruiting Manager
Iqor
Ada, Ok
01.2010 - 03.2013
- Reached hiring goals consistently through effective collaboration with hiring managers and clear communication of requirements.
- Reviewed resumes and employment applications and interviewed applicants to evaluate work history and other qualifications.
- Managed applicant tracking systems to keep recruitment processes organized.
- Developed strong candidate pipelines by leveraging social media, job boards, and networking events.
- Developed detailed reporting structures for key performance indicators related to recruitment activities, ensuring transparency and accountability in hiring efforts.
- Streamlined recruiting processes for entire team.
- Managed recruitment team and trained and mentored new advisors.
- Conducted regular performance reviews for recruitment team members, providing constructive feedback and support for professional development goals.
- Established and maintained contacts with schools, employment agencies and other public organizations to find and attract applicants.
- Developed and implemented recruiting strategies to attract and retain top talent for organization.
- Oversaw campus recruiting efforts at targeted universities to attract top talent early in their careers.
- Designed, developed, and implemented successful recruitment process to fill more than 20 vacancies each month..
Pre-Certification Coordinator
Holdenville General Hospital
Holdenville, OK
08.2006 - 07.2007
- Analyzed trends in certification denials to identify opportunities for process improvement, leading to increased approval rates.
- Improved communication between hospital departments by coordinating with medical staff, insurance providers, and patients to ensure timely precertifications.
- Streamlined pre-certification processes by implementing a comprehensive tracking system for patient information and documentation.
- Assisted patients in understanding their coverage options and navigating the complexities of the healthcare system during the pre-certification process.
- Maintained up-to-date knowledge of insurance policies and regulations, enabling accurate and efficient pre-certification submissions.
- Provided exceptional customer service by promptly addressing patient inquiries regarding their pre-certification status and facilitating resolution of any issues.
- Conducted thorough reviews of patient records to identify any missing or incomplete information, resulting in fewer denials from insurance companies.
- Safeguarded sensitive patient information by adhering strictly to HIPAA regulations when handling documents relating to insurance pre-certifications for Specialty Clinics.
- Utilized electronic health record systems proficiently for accurate data entry, reporting, and analysis related to pre-certifications.
- Coordinated closely with clinical staff to ensure that necessary medical tests were conducted prior to submitting pre-certification requests.
- Provided ongoing training and education for new staff on best practices for obtaining pre-certifications, ensuring consistent high-quality service delivery.
- Leveraged strong organizational skills to maintain accurate records of all ongoing, pending, and completed precertifications.
- Contributed to the development and implementation of policies and procedures for the pre-certification department, ensuring compliance with industry standards.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Achieved insurance pre-authorizations to enable timely patient procedures.
- Posted payments to accounts and maintained records.
Operations Manager
SYKES, Inc.
Ada, OK
07.1999 - 08.2006
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Handled staff training initiatives aimed at up-skilling the workforce to meet dynamic industry demands.
- Implemented quality control systems to boost overall product consistency and reliability.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Traveled offshore (Cebu, Philippines) to launch new contact center
Education
High School Diploma -
Konawa High School
Konawa, OK05-1980
No Degree - Business Administration And Management
Seminole State College
Seminole, OKNo Degree - Secondary Education
East Central University
Ada, OKSkills
- Coaching and mentoring
- Workforce management
- Compliance
- Budgeting and finance
- Reporting skills
- Employee motivation
- Quality assurance
- Scheduling proficiency
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team leadership
- Effective communication
- Professional demeanor
- Payroll administration and timekeeping
Timeline
Sr. Contact Center Manager
Chickasaw Nation Department Of Commerce
07.2014 - 09.2025
Corporate Recruiting Manager
Upsource. Inc.
03.2013 - 06.2014
Recruiting Manager
Iqor
01.2010 - 03.2013
Pre-Certification Coordinator
Holdenville General Hospital
08.2006 - 07.2007
Operations Manager
SYKES, Inc.
07.1999 - 08.2006
High School Diploma -
Konawa High School
No Degree - Business Administration And Management
Seminole State College
No Degree - Secondary Education
East Central University