Looks like you have JavaScript disabled. For the full Twine experience, you will need to re-enable it.

I am a passionate learning and development leader who thrives on building practical training programs and onboarding experiences that empower teams to excel. I design scalable curricula, measure impact, and coach colleagues toward higher engagement and performance. My career spans public sector, e-commerce, and financial services, where I led knowledge bases, quality assurance, and process improvements, all while fostering servant leadership, collaboration, and a culture of continuous learning.…I am a passionate learning and development leader who thrives on building practical training programs and onboarding experiences that empower teams to excel. I design scalable curricula, measure impact, and coach colleagues toward higher engagement and performance. My career spans public sector, e-commerce, and financial services, where I led knowledge bases, quality assurance, and process improvements, all while fostering servant leadership, collaboration, and a culture of continuous learning.

George E. Jackson Jr.

Content Creator, Content Designer, Designer, +1





I am a passionate learning and development leader who thrives on building practical training programs and onboarding experiences that empower teams to excel. I design scalable curricula, measure impact, and coach colleagues toward higher engagement and performance. My career spans public sector, e-commerce, and financial services, where I led knowledge bases, quality assurance, and process improvements, all while fostering servant leadership, collaboration, and a culture of continuous learning.…I am a passionate learning and development leader who thrives on building practical training programs and onboarding experiences that empower teams to excel. I design scalable curricula, measure impact, and coach colleagues toward higher engagement and performance. My career spans public sector, e-commerce, and financial services, where I led knowledge bases, quality assurance, and process improvements, all while fostering servant leadership, collaboration, and a culture of continuous learning.

Available to hire

I am a passionate learning and development leader who thrives on building practical training programs and onboarding experiences that empower teams to excel. I design scalable curricula, measure impact, and coach colleagues toward higher engagement and performance.

My career spans public sector, e-commerce, and financial services, where I led knowledge bases, quality assurance, and process improvements, all while fostering servant leadership, collaboration, and a culture of continuous learning.

Skills

Microsoft Office

Articulate Storyline

Adobe Captivate

Experience Level

Microsoft Office

Expert

Articulate Storyline

Expert

Adobe Captivate

Expert

Language

English

Fluent

Work Experience

Senior Training Manager at North Texas Tollway Authority

January 1, 2023 - January 1, 2025

Managed onboarding, communications, and continuing development for the Call Center, Front Counter, Collections, and Support Services in the Customer Service department. Provided cross-functional training consulting to Roadway-IT/IT-RITE units. Led 40+ direct employees and 400+ indirect/vendor staff. Implemented a 100+ article knowledge base to reduce AHT, improve customer satisfaction, and reduce agent burnout. Expanded new-hire curricula from 2 to 4 weeks; added a 4-day soft skills/EQ component; created successive testing to improve adoption. Built a virtual training program for non-headquarters locations. Revised 30/60/90-day reviews to include objective role-based milestones. Introduced incremental goals during the introductory period to shorten the learning curve and reduce attrition. Improved new-hire metrics and production year over year; received consistently high employee survey ratings; 2025 NTTA Servant Leadership D.R.I.V.E.N. Award.

Operations Manager III SCK1 (STA) at Amazon

January 1, 2021 - January 1, 2023

Managed all in-line processes and personnel for warehouse operations across multiple sites (SCK1 Stockton; SMF6 Sacramento; DAL2 Dallas; AFW1 Fort Worth). Led productivity plans through forecast reviews, load balancing, and cross-functional collaboration with Safety, Engineering, Loss Prevention, Quality Assurance, TOM, and HR. Oversaw safety, quality, productivity, and on-time delivery commitments; partnered with support teams to drive site and regional objectives.

Support Services Process Manager at North Texas Tollway Authority

January 1, 2013 - January 1, 2020

Managed back-office CSC infrastructure (image review, invoicing, payments, disputes, refunds, chargebacks, escheatment, toll tag fulfillment, reception, mailroom, inventory, email, QA/QC, process audits, and security audits) with a $7M+ annual budget. Directed 100+ direct staff and 200+ indirect vendor staff; oversaw vendor relationships and training for back-office processes; authored and maintained SOPs; delivered finding-free audits; recovered significant revenue through process improvements and internal reviews; led safety and quality initiatives and contributed to company-wide staff development.

Performance and Quality Development Manager at North Texas Tollway Authority

January 1, 2013 - January 1, 2020

Led training delivery for QA and process-training, developed training materials, and coordinated quality and security audits. Co-authored and implemented a quality control procedure manual to evaluate product and process performance. Defined QA metrics and reporting, and managed the training strategy for the CSC organization. Achieved favorable performance ratings and contributed to organizational capability growth.

Director of Training and Development at Co-Op Member Center

January 1, 2007 - January 1, 2013

Led projects for Credit Union clients to learn their systems and procedures, developing call center curriculums. Trained on-call center processes, agent operating systems, and procedures; managed training teams; maintained intranet communications and training materials; chaired Policy and Procedures; created Senior Agent Mentoring and QA Coaching programs to drive performance and career progression.

B2C Lead Generation Department Team Lead and New Hire Trainer at Countrywide Home Loans

January 1, 2004 - January 1, 2007

Created departmental training curriculums; trained 25 classes totaling 273 employees; supervised 12-50 inbound/outbound TSRs; managed daily activity and workflow to maximize productivity; promoted team morale through contests and events; served as SME for the department and supported VP-level quality and morale initiatives.