JAMES M. BATA

***** ******* ******

Omaha Nebraska 68154

402-***-****

abng4u@r.postjobfree.com

1SUMMARY:

Senior sales and customer service executive with over eighteen years of diversified operation and

account management experience in an acquisition and customer care environment. Confirmed

strengths include excellent interpersonal and communication skills, profit and loss management and

team building with the proven ability to meet and exceed revenue expectations. Leadership skills

that focus on the personal and professional growth of the team through the consistent ongoing

development.

Expertise includes:

Educating and developing teams to achieve corporate expectations

Client relationship management with Fortune 100 companies

Managing regional environments to meet financial and operational expectations

Positively transform challenging situations in sales and operations

PROFESSIONAL EXPERIENCE

InfoUSA

Omaha, NE

Salesgenie.com division

Vice President of Customer Service

November 2006 – October 2009

Developed, implemented and motivated a customer service team for the Salesgenie.com division in Omaha

Nebraska. Accountable for financial performance and excellent customer interaction for a customer base of

over 20,000 users.

• Positively influenced the customer service division to execute with excellence, resulting in an

increase in customer retention of 20%.

• Created and implemented a formal call quality process that resulted in a customer interactions rating

improvement of 38%.

• Worked hand in hand with product development to continually provide product enhancements

ensuring customer satisfaction.

• Developed and introduced a customer service philosophy to culturally align the division for success.

• Administered internal call metrics to improve the division’s performance, efficiency and quality.

• Created a product enhancement advisory group to take aggressive steps in extending the customer

life cycle

SalesLeadsUSA/ CD Rom Division

Vice President of Sales

May 2003 – October 2006

Headed a sales division in Omaha Nebraska of 45 employees selling to the SOHO market throughout the

United States. Measured on meeting and exceeding monthly and annual revenue objectives

• Implemented performance tracking to manage Key Performance Indicators allowing for real time

proactive business assessments and decisions to be made.

• Selected, hired and developed front line managers and trainers to maintain continued growth for the

company.

• Conducted weekly and monthly one on ones with management team to empower them to take full

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advantage of their employee interactions.

• Developed and implemented a sales training curriculum enabling the sales team to capitalize on all

viable prospects thus reducing the cost of acquisition.

• Coordinated efforts to create and develop infomercials and radio advertising to create customer

interest.

• Modified the marketing strategy to increase the potential customer response rate while decreasing

marketing spend.

APAC Customer Services, Inc.

Omaha, NE

Vice President of Account Management

June 2001 - April 2003

Lead the company’s outbound efforts for Comcast/AT&T Broadband. Responsibilities include supervising and

collaborating with the Account Management team to provide continuous client support to sixteen markets

nationwide. Developed strategies for markets to maximize product acquisition and reduce customer churn

for their High Speed Internet, Digital Cable and Digital Telephone Services.

• First month start-up was 3,000 hours with a program’s peak month of 75,000 hours.

• Increased revenue by 300% from 2001-2002 for outbound operations.

• Obtained 160% of revenue objective for 2002.

• Quick Program start up transitioning Digital Cable and Digital Telephone Service within a 45-day

period

• Integrated outbound call with real time client billing system order entry(3 client systems)

• Start-up web of integrated web capabilities providing additional avenue for revenue and customer

satisfaction.

• Implemented performance tracking to manage Key Performance Indicators for nine call centers.

• Initiated and maintained formal daily/weekly client communications with 16 markets nationwide.

• Implemented “fast track” program start up process to facilitate high-speed pace of markets

environment for programs requiring a quick kickoff.

• Created a repository for tracking internal metrics to improve sales stick rate.

• Digital Telephone Service program’s performance was rated exceptional. Client awarded APAC 100%

of all markets Digital Telephone Service.

• Received APAC’s Award of Excellence for results in 2002.

Vice President of Outbound Operations/Account Management

July 1998 – June 2001

Directed a results-oriented account team in addition to supporting multiple Center Business Managers for

Fortune 500 Financial, Insurance and Telecom clients.

• Implemented company operational strategies, best practices and standard operating procedures to

facilitate high performance and exceed company and client expectations.

• Maintained key client relationships through problem identification and solution generation.

• Created and maintained a positive culture within the call centers and the account management team

which resulted in 2.3 hours annualized and $56 million in revenue.

Vice President of Inbound Operations

April 1997 – July 1998

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Orchestrated the customer service operations and support groups to exceed all client and company

performance indicators.

• Managed Site Directors for multiple locations.

• Selected, hired and developed individuals to maintain continued growth for the company.

• Reviewed revenue generation

• Analyzed profit and loss statements and administered expenditures.

• Created and implemented operational best practices and procedures.

• Implemented and monitored quality control standards consistent with corporate and client

objectives.

Senior Account Manager – Insurance Division Cedar Rapids, IA

December 1996 – April 1997

Led the account management effort of the company’s largest insurance program to ensure client and

company success.

• Provided development, motivation and support to a team of account managers.

• Facilitated consistent communication with all levels of client contacts.

• Developed and implemented proactive management solutions to assist the client in program

enhancements

• Implemented performance improvements with the assistance of support departments.

• Supported operations to ensure performance indicators were achieved and exceeded for the client.

Director of Operations – Financial Services Division Cedar Rapids, IA

July 1995 – December 1996

Directed 16 call centers generating sales with a team of 1,100 employees in Iowa. Accountable for financial

indicators and employee development.

• Managed profitability for the division through consistent follow up and communication.

• Directed the flow of communication between various support groups to ensure all client and company

goals were attained.

• Supported account management by interfacing with clients to develop and strengthen existing

relationships.

• Mentored, coached and developed Regional and Center Managers to maximize their ability to

effectively and successfully accomplish their objectives.

• Created and implemented an incentive programs for managers that increased key client and company

performance indicators.

EDUCATION

InfoUSA Management Training

Sales Training – Barry Rhein and Associates

Morningside College, Sioux City, IA

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Criminal Justice and Spanish1982-1984

COMMUNITY INVOLVEMENT

St Vincent de Paul Parish and School – Basketball and Volunteer

Suburban Athletics – Baseball and Softball

YMCA – Basketball

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