KMS Solutions, LLC

Support leadership development and organizational effectiveness.

Professional Development Coach

InvestNLead, LLC

I believe people want to live the life of their dreams.  I believe organizations can provide a workplace that employees enjoy.  As a Leadership and Development Strategist and Coach, I partner with the Go-Getters to INVEST the necessary time, energy and resources needed to LEAD the lives and careers they are meant to.

Leadership and Development Strategist and Coach | ICF PCC Credentialed |  ELI-MP

Leadership Coach | Organizational Development | Root Cause Analysis | Performance Improvement | Customer Experience and Strategy

Executive Leadership Coach

Soul Excellence Publishing

'Awareness Put Me On', an Amazon best seller, is about unlocking your personal and professional growth.  This isn't just a book.  It is your guide to making decisions that resonate with your core values.

Why settle for ordinary choices when you can ignite decisions that align with your authentic self?  

Embrace yourself to release the past, embrace your true self, and be the star you were born to be!  ⭐

Author

iPEC Coaching

Module Support Coach 

Newport News Shipbuilding, A Division of Huntington Ingalls Industries

Process Improvement Analyst 2

CX Optimization Consultant 

Independent CX Consultant | Analyst

Manager, Implementation - Major Accounts

Sprint

Designed and implemented leadership, organizational and teaming systems, processes and training programs designed to shape the desired culture and drive a high level of organizational performance and employee engagement. 

• Administered over 3.5K coaching hours, consulting with 325 Senior to Mid-level call center professionals in 51 locations (domestic and international), focusing on leadership and performance development. 

• Developed and implemented monitoring tools, assessing and tracking employee development and increasing front-line employees coaching sessions from 0% to 100% in some locations.

• Implemented Sprint Promoter Score initiative to pilot site improving the customer promoter score from -11% to 6% in 3 weeks.

• Developed and implemented the Quality Analyst Coaching and Certification Program to Quality Departments in vendor call centers.  Reduced call calibration feedback from 1 hour to 10 minutes.

Performance Management Manager / Consultant

Registered Coordinator and Auditor certified in Customer Operations Performance Center (COPC, Inc.) best practices and procedures for call centers. 

• Developed, implemented, and monitored operational consistency for customer service operation, including multiple support organizations. 

• Successfully managed the implementation of technology solutions across multiple business units within the call center environment.  Eliminated unnecessary procedures by streamlining and automating processes utilizing COPC, Inc.Customer Service Provider (CSP) Standards.

• Developed and implemented approved COPC 2.4 Transition Monitoring standard adopted as corporate policy.

Program Project Manager, PM III

Departments:  Customer Account Retention / Specialized Support / Telesales / Websales / Government Account / Adhoc

Managed teams of 15 to 30 representatives daily. Employee related management skills included managing escalations, interviewing, hiring, training, coaching, motivating, discipline, performance evaluations, conflict resolution, and the administration of human resource policies and initiatives.  Assigned mentor to assist new supervisors with departmental processes and procedures.

• Increased team attainment by 50 percent and save rate by 25 percent within two months.  

• Achieved top performing team respectfully in performance with 100% call quality for three years.

• Improved and sustained service level goal from 70% to 90% in 30 days.  Goal was 85%.

• Partnered with hiring manager to assist with off-site staffing and recruiting events.

Operations Supervisor

Hampton University

Taught accredited college courses related to Human Resources Management  Training & Development and Business Management.

• Administered 2 to 3 practical lectures as per University norms with use of available teaching aids (such as Blackboard, charts, research, PPTs, etc.) conveying subject matter to students.

• Member of the Educational Development Core Team assisting in the development of the curriculum for the university.  Annual review of curriculum, distance learning requirements and university changes.

Courses Taught:
	Business Organization & Management
	Personnel/ Human Resource Management
	Business Communication
	Organizational Behavior
	Training and Development in Organizations
	Compensation and Benefits Administration

Adjunct Professor

~ An innovative, high-energy and motivational professional, in matrix environments, change management, project management and utilizing in-depth understanding of analytics/data analysis creating relevant and effective solutions.  

~ Strategic Operational Leader known for fostering deep team commitments through genuine and intuitive leadership, coaching and support. Provide expert consultation on team/performance management and leadership development.  

~ A turn-around champion with proven expertise in implementation, start-ups, management, mentoring/training, development and improvement of operations, through Performance Management tactics, stimulating team-based motivated atmosphere.


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Charlotte R. Jacobs, MBA, PCC, CPC, ELI-MP's Linkedin Analytics

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Want to drive more opportunities from LinkedIn?

Charlotte R. Jacobs, MBA, PCC, CPC, ELI-MP's Linkedin Analytics