Customer Service Sales
Resume:
James Thomas
**** *. **** *. ***, Tulsa, OK *****
QUALIFICATIONS
. Directed oversight, planning, and production for contact centers
managing diverse programs and front line operations to maximize
productivity. Ensured a customer-focused, efficient operation that met
corporate goals and metrics while exceeding the needs and expectations
of the customers.
. In conjunction with executive leadership and using identified best
practices improved key company performance initiatives for client
metrics. Drove efficiency of standards, practices and techniques within
the centers.
. Managed complex operational service programs including financial
services, credit banking, sales support and telecommunications
generating $150 million in annual revenue.
. Grew strategic partnership with internal stakeholders improving program
metrics, quality and customer relations. Manager results driven CRM
bond between voice, web, e-commerce, and operational platforms for
complicated financial services. Administered complete financial
transaction cycle for customers.
. Oversaw daily activities through annual performance planning to
maximize utilization of resources and productivity. Constantly drove
program success, staff mentoring and development initiatives. Optimized
performance, teamwork and dedication to employee development.
PROFESSIONAL EXPERIENCE
CFG,
Director of operations
2005 to 2010
. Modernized and improved national outsourced multichannel contact center
operations. Global initiatives were renewed focus on world class customer
service, financial service, sales support and operational excellence.
. Successfully managing $4 million annual budget of complex cross
functional operations, programs including credit banking, financial
services and transactions, fulfillment, and e-support. Directed dynamic
environment driving initiatives while maintaining staff morale and
operational momentum.
. Performed multifaceted financial transactions including billing/payment
processing, reimbursements, account management/research and credit
processing. Managed e-payment and processing for multiple client programs.
. Implemented operational and financial improvements generating additional
$10 million in gross profit.
. Maintained center technologies and implemented Aspect switch upgrade and
interfaced new eWorkforce management system improving company
efficiencies.
. Initiated front line management development and training program to
improve center productivity and professionalism. Enhanced hiring, training
and development programs that increased retention of employees by 22%.
PPG INDUSTriES/LYNX,
Director of Customer Service Center
2004 to 2005
. Contracted to modernize and improve center operations. Directed peak
operational performance supporting customer service, sales support,
complex customer financial transactions, back office financial services
and communications for 30 insurance clients, internal manufacturing
divisions and support vendors.
. Led finance team managing comprehensive customer financial transactions,
payment processing, collections and reimbursement.
. Through exceptional service and client interaction increased business
. Performed continuous program analysis and knowledge updates to optimize
performance and exceed customer's needs for 3 million contacts annually.
. Directed complex front line operations for customer service, fulfillment,
payment processing and sales.
. Maximized P&L position and budgeting. Implemented updated PeopleSoft
financial support system improving efficiency.
. Modernized the call center QA program improving overall customer support
quality and transactional accuracy by 15%.
APAC customer services,
manager business Centers
2002 to 2004
. Led complex cross functional contact center operations improving metrics
and customer satisfaction for multiple programs including credit banking
and wireless communications.
. Performed complex financial transactions including billing/payment
processing, credit processing and back office support.
. Improved center productivity increasing business by 40% and receiving
commendations through development of management expertise focusing on
leadership, continual improvement and analytical skills in staff.
. Initiated financial improvements that lead to a 7% increase in gross
profit.
. Launch innovative employee leadership-training program improving
management teamwork and communications.
. Consolidated and reformatted facilities reducing annual expense by $1
million.
. Improved management and site environment increasing employee retention by
20%.
EDUCATION
University of New Mexico
Albuquerque, New Mexico
Bachelor's Degree: Business Management
Ongoing business leadership and management
education and seminars
Contact this candidate