Jerry Clark Email Address

Director of Customer Service

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Seasoned managing director driven to achieve results through strategic planning and professional relationship building. Dedicated to building strong teams within an organization through motivation, strong development, and good hiring practices. Diversified in call center operations with experience and knowledge of quality assurance, workforce management, training, hiring, strong analytical and problem-solving skills, attention to detail, budgeting/P&L, Omni-Channel and SaaS. Exceptional verbal, written and interpersonal communication skills complemented by highly effective analytical and problem solving capabilities. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of under-performing operations. Respected builder and leader of customer-focused teams; hard-working, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the executions of all company operations policies were followed. Provide root-cause analysis on KPI's and WFM (Workforce Management) areas of opportunity. Specialties: SaaS, Performance & Effective Time Management, Management, Supervisory Experience, Forecasting, Work Force Management, Performance Management, Performance Standards, Key Performance Indicators, Incentive Programs, Reporting and Analytics, Quality Assurance, Communication Skills, Verint, EWFM, Aspect, RTA, NICE (IEX), Coaching/Mentoring, Salesforce, Email Marketing, ACD, Nortel, Avaya, DTI, Braintree, Circulation, Budgeting, Vendor Management, Oracle, Bazaarvoice, NetSuite, Direct to Consumer (DTC), Contact Center Operations, Teleopti, Magento, LiveHelpNow, IRI, Nielsen, ADP, Workday