James H. Howard

*** ******** ***** ***** ****, NC 27539

Phone: 919-***-**** E-mail: acp40r@r.postjobfree.com

Professional Summary

Senior Level Operations and Client Relationship Management Professional with 15 years of Contact Center leadership experience and 5+ years CRO leadership experience Patient Recruitment and Clinical Feasibility project management Confident, take-charge executive with exceptional follow-through Efficiency specialist, implementing best practices and improving KPIs Articulate communicator, building rapport and trust across all corporate and client levels Proven architect and manager of high-performance teams Top performer who thrives in high-expectation, high-stress environments Seasoned leader, committed to hands-on leadership by example

Core Competencies

P&L responsibility Project management in CRO and call center environments Bid Defense Patient Recruitment Strategies Clinical Feasibility Benchmarking Talent selection, leadership development, training, and coaching Benchmarking and performance metrics Committed to exceeding corporate and customer expectations Training management Quality Customer acquisition and loyalty Business analysis Program design/sales strategy Call center design and integration Skilled in gaining stakeholder buy-in and consensus Superior time-management and organizational skills with strong attention to detail Well versed in all clinical development standards from Phase I through post approval

Professional Experience

NC Department of Treasury Raleigh, NC

Internal Support Manager/5 Star Staffing - July/2014 – Present

Reported to Deputy Director of Member Services. Developed WFM processes and procedures for call center. Project Manager for WFM/IVR/Telephony upgrade. Responsible for developing training, coaching and performance evaluations for staff.

Managed Monet Software WFM system procurement

Designed and Delivered New Hire Curriculum

Project Manager for Genesys IVR/CTI (Avaya)integration and deployment project

Developed reports for Supervisory group

Created tools for managerial workgroups

Coordinated with outside vendors for project completion

Developed BRD’s and FSD’s for Telephony/IVR/WFM project

Project Manager for Nortel to Avaya CMS upgrade

Molina Health Care Long Beach, CA

Call Center Program Manager KForce - Oct/2013 – Feb/2014

Reported to AVP of Contact Center Operations. Developed policies, procedures and the overall business work plan for the Call Center. Responsible for call volume and service standards. Responsible for training, coaching and developing performance evaluations for staff.

GAP analysis for training to call center staff

Assisted with development of policies and procedures for call center staff

Enhanced IEX TotalView WFM system

Advised Reconfiguration of Cisco CUIC system

Liaison between Business and IT

North Carolina Health Information Exchange Raleigh, NC

NC HIE Call Center Manager - Jan/2012 – Oct/2013

Reported to VP of Finance and Operations. Managed the Call Center Team in regards Tier 1 and 2 inbound Technical Support. Managed all aspects of startup of inbound call center, including staffing, training, WFM, facilities, operations, quality control, client relations, and IT.

Designed and facilitated customer service training

Developed robust metric reporting tools

Responsible for all metrics regarding call center metrics and survey methodologies

Responsible for function of Cisco IP Phone solution and Jira Help Desk ticket solution

Responsible for motivation of all Call Center associates and supervisors

Responsible for Training and Curriculum development

Research Triangle Institute Raleigh, NC

O*Net Operations Center Manager (Contract) - Dec/2010 – Jan/2012

Reported to RTI PM for Department of Labor Contract. Managed the Call Center Team in regards to DOL data collection program. Managed all aspects of 36-seat inbound/outbound call center, including staffing, training, WFM, facilities, operations, quality control, client relations, and IT.

Managed 2 direct reports, and 34 indirect reports.

Designed and facilitated updated customer service training.

Initiated Agent WFO through Aspect WFM system

Responsible for all metrics regarding call center metrics and survey methodologies

Responsible data collection for DOL for client reporting and attendance of client meetings

Responsible for motivation of all Call Center associates and supervisors.

Kendle International Durham, NC

Manager, Global Feasibility – Mar/2008 – Dec/2009

Reported to Director of Feasibility. Managed the Global Feasibility Group; served as patient recruitment and feasibility SME in the RFP/RFI process. Define, plan and implement strategies to deliver robust patient recruitment for Kendle studies in domestically and globally where required. Support all areas of delivery from bid stage and throughout the lifetime of the project including sponsor interaction. Significant client-facing responsibilities. Provided cutting-edge data collection and analysis.

Marquee clients included Glaxo SmithKline, Takeda, Johnson & Johnson, and Novartis.

International experience includes all of Europe, Asia Pacific, Central America, and South America.

Responsible for analyzing feasibility/recruitment proposal data and allocating appropriate resources, improving clients’ budget accuracy while maintaining corporate margins.

Key driver for site selection and patient recruitment/retention startup initiatives.

Implemented data collection/analysis “best practices,” standardizing measurement between work groups.

Pharmaceutical Product Development, Inc. Morrisville, NC

Call Center Operations Manager, Patient Recruitment – Feb/2006 – Mar/2008

Mentored associates on patient recruitment strategies and tactics while acting as a functional lead on projects. Maintained awareness of industry trends and shared innovations with team. Created and implemented patient recruitment plan for documenting department deliverables. Instituted a standard practice of building contingency plans for ongoing projects as a proactive risk mitigation practice. Provided oversight of financials for ongoing projects. Created customized patient recruitment strategies and tactics for proposals and requests for information (RFI).

Marquee clients included Novartis, Takeda, Regeneron, and Otsuka.

International experience included Poland and Hungary.

Collaborated with IVRS team to develop web-based patient recruitment screening tool, allowing offshore vendors to utilize system.

Responsible for data analysis for metric/budget projections.

Managed call-scripting team; responsible for GCP, HIPAA, and client specifications compliance.

Responsible for regulatory documentation to IRB/EC authorities.

Responsible for targeted media placement, increasing patient volume in selected markets.

Managed client relationship team responsible for site compliance and patient recruitment campaigns.

Raleigh Orthopedic Clinic Raleigh, NC

Call Center Manager – Apr/2004 – Feb/2006

Reported to Director of Operations. Managed all aspects of 30-seat inbound/outbound call center, including staffing, training, WFM, facilities, operations, quality control, client relations, inside sales, and IT.

Managed 30 direct reports.

Designed and implemented metrics-driven customer service “best practices”.

Leveraged IEX WFM Program with Avaya and Cisco PBX to establish increased efficiencies.

Designed and implemented metrics-based compensations models, improving KPI compliance.

Implemented customer service monitoring, raising C-Sat scores from 75% to 95%.

Responsible for all AHT, CWT, abandonment, and occupancy statistical analysis, eliminating spikes in service levels.

Project manager for $100K ACD-to-VoIP conversion project; delivered on-time/on-budget.

Implemented patient survey tools to establish customer service metrics.

American Airlines (1995-2004) Cary, NC

Reservations Manager – Jul/2003 – Apr/2004

Reported to Site Director. Managed 60 inbound/outbound CSRs providing flight reservation and modification services, including tiered customer support system.

Staffing /Operations Manager – Aug/2001 – Jul/2003

Reported to Site Director. Managed staffing for 1,300-seat inbound call center; responsible for scheduling of 10 individual teams of 60-agents each. Managed workforce planning based upon operational demands. Initiated electronic shift changes through IEX WFM, decreased turnaround time by 75%

New-to-Function Training Manager – Sep/1995 – Aug/2001

Reported to Site Director. Responsible for creating, planning, scheduling, and delivering all call center training activities, both new hire and recurring. Managed 10-member instructor team and $500K budget. Responsible for curriculum Development for New to Function and Refresher Training.

Education

LOYOLA UNIVERSITY, Chicago, IL

Professional Development, Notables

Training completed includes company-sponsored training in HIPAA, Good Clinical Practices (GCP)Management Strategies, and Budgetary Theory

Certifications include Adult Learning Certification and CRA Fundamentals Certification

Open to domestic or international relocation; business travel tolerance up to 100%

US Citizen

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