Open to opportunities

Michelle Jamison

@michellejamison

Message

I drive measurable CX, cost, and growth through operations leadership.

United States

Message

What I'm looking for

I’m looking to lead global CX and operations where I can scale vendor governance, improve CSAT and retention, and use performance analytics and predictive insights to drive cost-efficient growth through high-accountability teams.

I’m a customer experience and operations executive with 15+ years leading global customer operations, BPO strategy, and large-scale service transformation across telecom, retail, and technology. I’ve proven results on both sides of the BPO relationship—running delivery enterprise operations while holding vendors accountable to performance.

Known for building high-performing teams, I consistently drive measurable improvements in CSAT, retention, and cost efficiency. In my recent role, I delivered 20%+ CSAT improvement while reducing operational costs by 15% by designing and operationalizing PACE, a proprietary vendor governance framework with performance pulses, SLA compliance trackers, and QBR cadences.

I partner with C-suite stakeholders to align service delivery with strategic business goals, embedding accountability and a culture of excellence across multi-continent teams. From real-time dashboards and predictive analytics to VOC-driven QA and customer journey mapping, I turn customer experience into a competitive advantage while scaling change through training, escalation management, and continuous process improvement.

Experience

Work history, roles, and key accomplishments

Managing Executive, Operations

Cci Global

Jan 2023 - Jan 2025 (2 years)

Drove enterprise CX and operations strategy across high-volume telecom, media, and retail programs, improving CSAT by 20%+ while reducing operational costs by 15%. Built and operationalized a vendor governance framework (PACE) with SLA compliance trackers, QBR cadences, performance dashboards, and predictive analytics to improve SLA adherence and first contact resolution.

CX Transformation Vendor Governance (SLA QBR)Performance Analytics Customer Journey Mapping Change Leadership

Director, Call Center Operations

Select Home Warranty

Jan 2021 - Jan 2023 (2 years)

Consolidated a fragmented vendor network from 7 to 3 BPO partners, improving operational efficiency by 20% while maintaining full SLA compliance and reducing overhead costs. Implemented a VOC-driven QA framework and customer escalation workflows, lifting CSAT by 15% and reducing churn by 15% to improve renewals.

Call Center Operations VOC Design Quality Assurance (QA)CSAT Multi Region BPO Leadership

Senior Operations Manager

Asurion

Jan 2019 - Jan 2021 (2 years)

Led multi-site onshore and offshore operations for millions of annual customer interactions, earning #1 enterprise performance ranking in 2020 and 2021 for quality, productivity, and customer sentiment. Built onboarding and coaching programs plus real-time escalation tracking to improve first contact resolution and prevent downstream customer impact.

Escalations Real Time Issue Resolution Protocols Workforce Operations

Director, Training & Quality

MJK Consultant Group

Jan 2011 - Jan 2019 (8 years)

Designed and executed enterprise training, QA, and process improvement for BPO and corporate clients across a 200-person hybrid workforce. Reduced new-hire onboarding time by 50% and standardized QA frameworks to ensure 100% SLA compliance and regulatory alignment, improving customer satisfaction through data-driven coaching and predictive analytics.

Training Program Design Process Improvement Predictive Analytics SLA

Quality Assurance Lead

UnitedHealth Group

Jan 2008 - Jan 2010 (2 years)

Led QA operations in a HIPAA-regulated healthcare environment, designing monitoring frameworks that improved service quality, accuracy, and regulatory adherence for patient-facing support. Partnered with clinical operations and compliance teams to align call center workflows with healthcare standards and patient experience goals.

HIPAA compliance Healthcare Quality Assurance Call Center Operations Regulatory Compliance Privacy Standards