Jeffrey C. James

ab9ogd@r.postjobfree.com

**** **** ***** ****** ****: 256-***-****

Tuscumbia, AL 35674 Cell: 256-***-****

Dedicated Customer Service and Call Center manager with 9 years experience in pharmacy and insurance benefits management, as well

as managing the Call Center and Customer Service Department for a Billion Dollar Bank. Consistently achieve high customer satisfaction

rankings, improved employee performance and customer retention.

Areas of Expertise

Customer Service Customer Satisfaction Order Fulfillment

Management Improvements Account Activations

Escalation Handling and Team Morale Motivation Interview and Hire New

Resolution Teambuilding and Training Talent

Service Level Management

Professional Experience

Bank Independent – Florence, AL 3/2012 Present

Customer Service and Call Center Manager

Managed the daily operations of the Customer Service Department and the Call Center operations. Call Center team leader for a

complete upgrade to the core system for the bank. Reviewed company proposals to select new phone systems, call recording

system and work force management system for the call center. Served as a team member for selecting and implementing a CRM

solution for the bank. Core member and owner of business solutions that provide mobile, online and IVR banking. Designed and

implemented a cross training program that allowed roving tellers to train and develop skills to help assist customers in branches by

training in the call center for three weeks prior to teller training. Implemented the first sit down coaching sessions used by the bank.

Designed departmental competencies to be coached and covered with employees regularly and used to complete annual

performance appraisals.

Walgreens Health Initiatives – Muscle Shoals, AL 11/2004 3/2012

Operations Supervisor and Hiring Manager, 3/11 to 3/2012

Operations Supervisor, 2/05 to 3/11

Customer Service Representative, 11/04 2/05

Promoted to management position and designated as operations hiring manager to hire and supervise 25 customer service

representatives. Foster an environment in which callers receive high levels of customer service and employees are motivated to

deliver industry leading service. Manage schedules, payroll and attendance to ensure that sufficient staffing is available to service

callers. Manage service levels to ensure that customer calls are handled within the clients desired time range. Remote, side by

side and recoded call monitoring to coach and evaluate customer and care representative interactions. Track and document daily

and weekly performance to do yearly evaluations. Bi weekly coaching for success sessions to cover established performance goals

and coach areas of improvement. Evaluate and report on systems to help enhance productivity of customer service representatives.

Participate in employee focus groups to gauge and receive ideas to improve performance.

Alabama Army National Guard – Moulton, AL 10/2004 10/2011

Network Administrator and Systems Analyst

Designed and implemented LAN/WAN architecture including computer networks, telephone systems, and satellite communications

with distant sites. Served as the network manager for a network of 300+ end users in Balad, Iraq. Excelled in a high pressure set

up stage for new incoming units operations. Received unit and Army citations for performing the duties of a person two pay grades

above the current pay grade.

Skills

AVAYA CMS for Call Centers Microsoft Office Suite NICE Telephone

AVAYA CMS Manager Microsoft Windows Recording

Cisco Unified Call Manager Cisco Unified Agent eSP Scheduling Software

Call Copy Workforce Manager Call Copy Call Recorder ShoreTel Communicator

JHA Bank Manager Software BVS Training Software FiServe Banking Software

ADP Portal Payroll

Management

Education and Training

University of North Alabama Leadership Certificate Program – Florence, AL 8/2011

Northwest Shoals Community College – Muscle Shoals, AL 1/2006 5/2011

8/1992 8/1996

Russellville High School – Russellville, AL

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