Mary Jackson is Senior Manager of Customer Technical Support and Facilities Management for Comcast Advanced Solutions Center in Madison, MS. In her current role, Mary is responsible for all aspects of the call center operations, including infrastructure, facilities management, staff management and liaison responsibilities between the center, customers, corporate, field operations, training and development, human resources and other business units. The center is a 500 + seat call center that is responsible for troubleshooting advanced products like Voice and Internet Services for markets within the Comcast Central Division.
Mary and her team have been instrumental in leading major cross-functional initiatives to dramatically improve the customer experience and drive efficiencies to improved customer satisfaction. Mary’s most recent accomplishments have been focused on creating and streamlining procedures and processes to ensure best practices are introduced in the environment in order to identify ways to drive performance and productivity enhancements through increased employee focus, empowerment, accountability and frontline leader development.
Prior to joining Comcast in 2008, Mary worked at FedEx for 17 years in which she held various roles in leadership, safety, quality, operations and training. She provided leadership, direction, support, and career development to 250 + diverse groups including, but not limited to Team leaders/Supervisors, Admin Staff, Dispatchers/Customer Service Agents, Ramp Transport Drivers, Dangerous Goods Agents and Ramp Agents in a manner consistent with the Organization’s core values. She was responsible for Service Quality, On Time Delivery Service Levels, office supply inventory, EDI-billing, schedules, contracts and invoices, OFCCP compliance, safe work methods, import/export of freight, customer satisfaction/loyalty, succession planning, safety, hiring, recruiting, & training.
Mary strongly believes in serving others by creating opportunities to help people achieve their goals in life. She is an active volunteer in her community and most recently she graduated from Leadership Madison County which is a program within the Madison County Chamber of Commerce. She is also a member of Women in Cable Telecommunications, National Association for Multi-Ethnicity in Communications and participates regularly in Comcast Cares Day.
A graduate of the University of Phoenix, Mary earned a Bachelor of Science degree in Business Administration