Toshia Jackson
Memphis,TN
Summary
Dynamic Tech/Manager with AT&T Mobility Call Center expertise in KPI tracking and staff development. Proven track record of enhancing customer satisfaction through strategic planning and effective coaching. Skilled in data analysis and performance improvements, leading teams to exceed service standards and resolve escalations efficiently.
Overview
17
17
years of professional experience
Work History
Tech/Manager
AT&T Mobility Call Center
Memphis, TN
06.2008 - 05.2025
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Coordinated cross-departmental projects to ensure timely and successful completion.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
Education
Bachelor of Arts - Business Administration And Management
Strayer University
Memphis, TNSkills
- KPI tracking
- Staff development
- Performance improvements
- Strong leadership
- Escalation handling
- Call center operations
- Coaching and mentoring
- Written communication
- Operations management
- Data analysis
- Strategic planning
Timeline
Tech/Manager
AT&T Mobility Call Center
06.2008 - 05.2025
Bachelor of Arts - Business Administration And Management
Strayer University
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