Phillip Jacklin

Following success of The Jacklin Language Center, France (increased annual Turnover from 70k to 280k), I created The Jacklin Language Center Switzerland.

• Analyzed trends and performance data and delivered superior customer service to clients.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Verified fulfillment of contract requirements, developed internal relationships with various teams and coordinated performance.
• Built and managed processes for tracking and monitoring department performance.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Organized and updated databases, records and other information resources.
• Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
• Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
• Created organized filing system to manage department documents.
• Motivated, engaged and developed high-performing leaders and created highly desirable working environment.
• Identified opportunities to streamline processes and improve office operations and efficiency.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
• Developed internal requirements and standards to minimize regulatory risks and liability across programs.
• Led people and organized and managed multiple projects.
• Strengthened communication skills through regular interactions with others
• Worked well in a team setting, providing support and guidance
• Worked flexible hours across night, weekend and holiday shifts

• Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
• Scheduled call center staff to meet operational needs whilst remaining under budget.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Resolved escalated customer issues promptly and professionally to maintain satisfaction.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
• Developed detailed plans based on broad guidance and direction.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Implemented innovative service strategies to improve customer experience and engagement.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Analyzed customer feedback to identify improvement opportunities and develop action plans.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Launched quality assurance practices for each phase of development
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Established team priorities, maintained schedules and monitored performance.
• Established and oversaw performance targets for call center associates.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Managed senior-level personnel working in marketing and sales capacities.
• Recruited, trained and onboarded new agents, maintaining exceptional service standards.
• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
• Passionate about learning and committed to continual improvement
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution

• Developed exercises to educate students in
• Developed and implemented full ESL and FLE curriculum to meet student mission and goals.
• Compiled reading lists of traditional ESL and FLE texts ranging from A0 to C2 reading levels.
• Designed curriculum to meet learning institution requirements and instill comprehensive knowledge of French language and culture in students.
• Facilitated learning of French language using variety of instructional methods, resources and technological tools.
• Worked with all ages and all levels of students to generate comprehensive understanding of English and French.
• Coached students in using proper pronunciation and pitch when speaking English, Spanish and French by using pronunciation based books and audio.
• Created reading lists with materials to promote student comprehension of French and English.
• Proven ability to learn quickly and adapt to new situations
• Passionate about learning and committed to continual improvement
• Demonstrated respect, friendliness and willingness to help wherever needed
• Self-motivated, with a strong sense of personal responsibility
• Paid attention to detail while completing assignments
• Gained strong leadership skills by managing projects from start to finish
• Used critical thinking to break down problems, evaluate solutions and make decisions