James B. Willis

ad49nf@r.postjobfree.com • 774-***-****

www.linkedin.com/in/jamesbwillis • Brockton, MA 02302

Qualifications Summary

Tech-savvy and customer-centric professional with extensive experience in boosting productivity and optimizing cost by overseeing creation and implementation of operational strategies with cross-functional teams.

Stellar record of streamlining and improving call center operations to drive continual enhancements and meet/exceed short- and long-term customer service objectives. Excellent leadership and interpersonal skills with track record of directing teams and collaborating with departments to achieve desired business objectives, while providing career development advice and guidance to team members. Skilled at quickly resolving any issues, driving customer satisfaction, delivering innovative outcomes for customers, and monitoring system performance to execute further improvements. Articulate communicator with strong aptitude to cultivate and foster strong relationships with staff members, customers, and executive management.

Areas of Expertise

Call Center Operations

Performance Management

End-User Support

Team Leadership

Telecommunications Management

Software Installation

Computer Programming

Sales & Demo System Support

Technical Support

Project Management

Customer Service

Programming Resolution

Career Experience

Symmetry Financial Group 2023 - 2024

Independent Insurance Agent – Part-time

Windstream Enterprise, Quincy, Massachusetts 2019 - 2022

Enterprise Customer Success Manager and Senior Customer Advocate

Break in Employment – Consolidation & downsize from Windstream 12/2/2022. Looking for a new opportunity, and took some time off, and went back to online school at North Shore Community College May 2023 to enhance my skillset.

Retained existing customers by establishing strong customer rapport, while processing product renewals. Performed detailed customer product analysis for expiration and adhered to latest customer industry trends for improvements to current product platforms. Oversaw formal requests for proposal responses by partnering with internal/external stakeholders, which included defining strategic sales objectives aligned with customer and sales goals/quotas. Led customer projects and charters relevant to specific key accounts by implementing project plans, throughout completion phase; ensured fulfilment of project specifications, facilitated customer proposals, and advised on outlining metrics. Onboarded customers on new solutions.

Grew sales and business by advising assigned accounts of solutions with new products and services to existing customers.

Optimized organizational management and performance for customers by championing product development, coordinating project plans with internal resources, and addressing any gaps within product delivery process.

Spearheaded customer satisfaction and service delivery by proactively resolving potential service problems, ensuring seamless communication during challenging times, and monitoring customer satisfaction rates.

Devised business development plans and produced forecasts by planning daily efforts on behalf of customers, evaluating customer needs, validating strategic sales model conformance, and updating accurate data for overall sales activity.

Designed best-fit solutions to older legacy services with latest services, saving customers’ thousands of dollars.

Saved customers’ ~25%-35% expenses, while switching to state-of-the-art technologies.

Oversaw group of customers billing more than $2M. Aided Sales with quote system for new proposals.

Broadview Networks / Windstream Enterprise, Quincy, Massachusetts 2017 - 2019

Office Suite Design and Implementation Manager

Diagnosed operational issues, set appropriate procedures with provisioning, and accessed back-end SIL servers to facilitate rapid issue resolution. Collaborated with system engineers to overcome unique situations and identify bugs. Coached and guided coworkers in situations requiring detailed analytical analysis.

Formulated business development plans and forecasts by examining customer needs, ensuring strategic sales model alignment, maintaining accurate data for all sales activity, and driving efforts on behalf of customers.

Recognized as Subject Matter Expert (SME) to assist customers with unique and complex applications and needs.

Influenced end-to-end development of the “My Office Suite” portal, the “We Connect” portal, and call center services.

Trained and guided customers on various complex systems with 100 or more users during onboarding.

Programmed systems in alignment with 100% of customers desired needs.

Realized 98% satisfaction rate on feedback surveys.

Broadview Networks, Quincy, Massachusetts 2011 - 2017

Customer Service Manager

Liaised with several departments to identify and address customer issues. Evaluated calls with staff to ensure optimum customer satisfaction. Reviewed systems to ensure accurate equipment billing for sales and billing departments. Appointed as technical support specialist on virtual key systems using VoIP technology. Provided Tier 2 team support for VKS, Hosted PBX, and ‘Solutions’ customers. Rendered continuous team support for Tier 1 VoIP representatives and service delivery management through training, troubleshooting, guidance, and problem resolution. Partnered closely with multiple departments, such as service delivery and switch engineering, to resolve problems and offer superior customer service. Facilitated service delivery and sales through effective administration and order process for customer feature requests and enhancements. Recommended best-fit solutions to project managers with unique install situations that needed to be addressed quickly. Advised customers, management, and sales through training on effective operation of system features and operation.

Educated, supervised, and mentored staff to deliver maximum efficiency by overseeing call center staff in the Philippines.

Optimized billing efficiency by addressing complex inquiries to support resolution of customer issues, requiring auditing SIL Server and ensuring utilization of proper billing criteria to correct inaccurate data.

Established world-class customer experience by creating effective tools for tracking issues.

Played a key role in the first edit of ACD user manual.

Engaged closely with SGS group overseas to create and lead first training modules on products, services, and procedures, including troubleshooting and role play to resolve customer issues.

Slashed customer dissatisfaction by continually identifying and addressing negative feedback.

Boosted overall CSAT from 89% to 95% over six-month period.

Upheld high ratings with 95% or above CSAT.

Additional Experience

Technical Support Specialist at BROADVIEW NETWORKS, Quincy, Massachusetts

Technical Support Engineer at EXECUTONE INFORMATION SYSTEMS, Westwood, Massachusetts

Sales Engineer at STAPLES COMMUNICATIONS, Westwood, Massachusetts

Education

CompTIA Advanced Networking with CCNA North Shore Community College, Danvers, Massachusetts, Pending 2024

M.S., Management Eastern Nazarene College, Quincy, Massachusetts

B.A., Management Eastern Nazarene College, Quincy, Massachusetts

A.S., Computer Information Systems Massasoit Community College, Brockton, Massachusetts

Certifications

Microsoft Certified Professional

CompTIA A+ Certification

Microsoft System Engineer Certificate

Insurance & Real Estate Licenses

Award & Technical Proficiencies

Operations Circle of Excellence

C++ Visual Basic Java COBOL Fortran UNIX Xenix UCaaS Cloud Services Voice Mail VoIP CCaaS

Contact this candidate