Mr. Jackson’s consulting and industry experience have included some of the following major assignments:
◊ <Nov ’10 – Present> Softel Communications has engaged Mr. Jackson as Sr. Project Manager to assist a major Financial & Insurance institution with a major Contact Centre Integration initiative.
◊ <May ’09 – Sep ’10> Sun Life Financial, a major Financial & Insurance institution, engaged Mr. Jackson to Project Manage the tendering of a Request for Proposal (RFP) to upgrade and outsource their entire North American Contact Centre infrastructure (IVR, ACD, CTI, Routing, Call Recording, Work Force Mgmt) into a virtualized IP-based managed Utility model. Total project deal was valued to be around $30m. The RFP process entailed Business & IT Discovery, RFP development, Solution Architecture, RFP evaluation, SLA’s, Business Case (CBA), transition plans, and contract award.
◊ <Jan ’06 – Apr ’09> Mr. Jackson was engaged by Rogers Communications to lead various IVR and Contact Centre Systems "Integration" projects, including the acquisition of Sprint Canada and the deployment of a new CRM (Customer Relationship Mgmt) system. He was awarded a "Presidential Recognition Award" for his outstanding contribution.
◊ <Aug ’03 – Nov ’05> Mr. Jackson was engaged by both Rogers Wireless and Rogers Cable, to lead a cross-functional business and technology team to migrate its national IVR Call Centre systems from touch-tone to a converged Speech Recognition and Routing technology. With a capital budget of $14.7m, the objective of the project was to reduce operational costs through increased IVR self-service penetration rates and to improve the accuracy of routing customer calls. In his role as a Sr. Project Manager, he was responsible for: building a new technical infrastructure and customer profile database, enhancing the Middleware / API links connecting to multiple back-end systems, and expanding the Intelligent Routing engine that interfaces to the Voice ACD switches.
◊ <Jan ’02 – Dec ’02> Rogers Wireless, Canada’s largest Wireless Service Provider, engaged Mr. Jackson to lead an enterprise cross-functional [Business, Engineering and Information Technology] Team to build and launch a new innovative Voice-Activated IVR system into the marketplace. With a capital budget of over $14m, the objective of the project was to increase IVR self-service penetration by decreasing live-answer call volumes into the Prepaid Wireless Call-Centres. This new intuitive Voice Recognition IVR system automated key business functions including activations, account management, customer service inquiries and replenishments. In his role as a Sr. Project Manager, he was responsible for: building a new national Technical infrastructure that interfaced to three back-office systems, managing multiple vendors, setting up the associated operational processes, and coordinating Marketing Focus Groups. Mr. Jackson was awarded the 2002 "I.T. PROJECT OF THE YEAR" at Project World’s Annual conference.
◊ <Mar ’99 – Dec ’01> Mr. Jackson was engaged by Rogers Wireless, Canada’s largest Wireless Service Provider to lead a cross-functional Technology and Operations Team in support of a new Provisioning / Billing system. In his role as a Program Manager – Technology, he was responsible for building a new Technical infrastructure, setting up the associated Operational processes and managing a capital budget of over $20m. Mr. Jackson was awarded a "CIO & Vice-Presidential Recognition Award" by the client for his outstanding contribution.
◊ <Sep ’95 – Dec ’96> Mr. Jackson was engaged by Royal Bank, Canada’s largest Chartered Bank (Treasury Division) and its associated Investment / Brokerage firm, RBC Dominion Securities. In his role as Sr. Project Manager - Technology, he was responsible for relocating their respective head offices and building an entirely new Technology infrastructure to support Canada’s largest Trading Floor and its associated Back-office operations (combined floor space of over 215,000 square feet). This logistically complex project entailed: managing a capital budget of $15m, adhering to stringent time-frames and managing resources from both organizations and multiple vendors.
◊ <Jan ’94 – May ’94> Allstream (Unitel / AT&T Long Distance), a major Telecommunications Common carrier engaged Mr. Jackson to Project Manage the establishment of a Data Connectivity infrastructure (LAN / WAN) for a new Customer Service and Telemarketing Call-Centre. He also played a key role in the deployment of the Voice (ACDs, IVRs, Predictive Dialers) systems. Mr. Jackson was awarded a "Presidential Recognition Award" by the client for his outstanding contribution.
◊ <Jun ’92 – Aug ’93> Allstream (Unitel / AT&T Long Distance), a major Telecommunications Common carrier engaged Mr. Jackson to Project Manage the relocation of a mission critical Network Management Surveillance / Control Centre and its associated Computer Centre. Mr. Jackson was responsible for managing a capital budget of $5.5m. The project entailed managing the integration of various technologies: Data, Voice & Video communications associated with various Distributed Computer and Client/Server systems while minimizing the impact to the business.
◊ <Sep ’89 – Apr ’90> Mr. Jackson was engaged by CIBC, a major Canadian Chartered Bank (Investment Division) and Wood Gundy, a Large Investment / Brokerage firm to assist in the relocation of their respective head offices into a single cohesive building. In his role as Project Manager - Data Connectivity, he was responsible for relocating the entire Data Communications infrastructure for both the Trading Floor and the Back-office operations. This logistically complex project entailed: managing a capital budget of $7.5m, maintaining mission-critical communications services with minimal disruption, inter-connecting staff and systems between (4) buildings.