Customer Service Sales

James Nelson

Email: *********@********.***

Address: **** **** ***

City: Alpharetta

State: GA

Zip: 30004

Country: USA

Phone: 770-***-****

Skill Level: Director

Salary Range: 90

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

James R. Nelson

3183 Buck Way

Alpharetta, GA, 30004

Cell: 770-***-****

*********@********.***

Sr. Customer Service & Sales Executive with 16+ years of experience in Call Centers, Operations, and Sales environments. Successful at establishing the Vision & Strategies necessary to drive Customer Retention, Customer Satisfaction, and Revenue generating programs within a Call Center Environment. Expertise includes Loyalty Program development, Churn Management, Business Support, and Technical/Data Support.

Respected builder and leader of customer-focused teams of up to 1,000 employees; skilled at building strategic relationships with cross-functional teams inclusive of Marketing, Sales, IT, and Human Resources. Ability to instill a shared, enthusiastic commitment to customer service / sales as a key driver of company revenue attainment and churn reduction goals.

Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Call Center Operations Management

Customer Satisfaction Enhancement

Front-Line Supervision

Sales & Margin Improvement

Teambuilding & Training

Cost-Reduction Strategies

Loyalty & Churn Management

Professional Experience

Jos. A. Bank Clothier, Inc.

Assistant Manager 9/2012 - Present

Leading customers through the sales process of selecting, coordinating and purchasing traditional business, casual clothing and accessory options designed for the upscale professional man. Responsible for meeting sales goals in a commission based sales environment. Provide the highest Customer Service standards while maintaining a professional demeanor and personal presentation at all times. Also, responsible for generating traffic and maintaining customer contact to build a book of business. Assisting in overall store operations, maintaining inventory levels and instructing staff and customers on current marketing promotions. Serve as manager-on-duty when Store Manager is not on premises. Responsible for both opening and/or closing the store.

ALORICA, Inc - Kennesaw, GA

Vendor Director 1/2012 - 7/2012

Provided Strategic leadership during seasonal ramp of up to 200 employees. Provided operational leadership to frontline Operations Managers and Supervisors while supporting to large communications client Verizon Wireless to ensure successful ramp. Responsible for Budget and P&L during ramp and aided with Coaching, Training, and Motivating staff of agents in Outsource Vendor location. Implemented Quality and recognition programs to drive improved Customer Loyalty and overall Customer Experience. Delivered top results in Upgrades Per Call, while maintaining the lowest overall credits per call. Strong balance of managing Financials and Customer Experience. During tenure delivered consistent Month over Month Financial improvement:

- Increased revenue from $2.11 million to $2.12 million.

- Training & Recruiting costs decreased from $115.2K to $68.8K.

- Gross Profit increased from $673.8K or 31.9% margin to $741.0K or 35.0% margin.

- Net Income improved from $244.6K or 11.6% margin to $348.0K or 16.4% margin

VERIZON WIRELESS - Alpharetta, GA

5/2010 - 10/2011

Director, Loyalty and Retention

Provided strategic direction and oversight for Loyalty and Retention Call Center (LRC) programs across multiple locations in Georgia and Tennessee. Responsible for Budget and all facets of operations, implementation, churn analysis, retention tool development, training execution and inspection. Responsible for the expansion of operation into satellite location in Franklin, TN. Worked closely with Marketing, Finance, and Regional Presidents to execute and communicate performance updates during quarterly Region Reviews. Led efforts to recruit, train and supervise 300+ loyalty and retention reps and supervisors. Created an environment in which employees delivered high levels of service, resulting in company leading results. Additional Contributions:

- Delivered company leading performance with -Top Upgrades per Call- for 2010-2011.

- Improved upgrades per call by 41% from Q4 2010 to Q1 2011

- Improved overall customer save/retention rate from 25% to 52%; increased from 26K in Q1 2011 to 77K in Q3 2011; approximately $33M in potential annual revenue saved;

- Delivered customer satisfaction performance of 93%+

VERIZON WIRELESS - Houston, TX

7/2004 - 4/2010

Director, Customer Service Operations

Responsible for annual budget of $80M, which included all facets of consumer phone support for billing, account management, and technical support within the Texas Gulf Coast Region. Directed 1,000+ frontline customer service and technical / data specialist in a high volume call center. Managed P&L, sales/service, and cost controls. Worked directly with Regional Sales Partners to drive customer satisfaction, increase average revenue per customer, execute loyalty programs, and provide advanced data technical support for nationwide customer base. Additional Highlights and Selected Contributions:

- Delivered average cost savings of $900K to $1.5M per year thru cost controls and management efforts.

- Reduced overall Call In Rate by 5% per year resulting in $2.7M in savings

- Maintained annualized attrition of less than 2%

VERIZON WIRELESS - Houston, TX 11/2001 - 7/2004

Associate Director, Technical Support

Managed all elements of Technical Support including troubleshooting voice and data issues for Texas Gulf Coast Region. Responsible for 10-12 frontline supervisors and 140+ customer service and technical support coordinators. Worked with cross-functional technical teams consisting of Network Repair Bureau, Network Operations, System & Network Performance to drive improvement in customer related technical issues. Conducted Quarterly reviews with Sales and Network teams to increase overall satisfaction and churn reduction. Improved efficiency by rightsizing Technical Support staffing and reallocating resources between technical support and customer service units

- Improved Trouble Ticket Accuracy from 80% to 92%

- Reduced Trouble Ticket Resolution by 55% to 98% from 2001 to 2002

- Increased contract renewals by 120% to 1,000 per month

PRIMECO PCS - Houston, TX 12/1996 - 10/2001

Call Center Manager - Specialty Departments

Responsible for management of 150+ employees within Business Support, Technical Support, Customer Support, Activation Sales, Welcome Calls, and Retention Department. Directed the development and implementation of churn reduction strategies, revenue growth, and customer experience. Created Leadership Development programs to prepare future leaders to lead in a fast paced Call Center environment.

- Successfully trialed and launched Retention Sales Department in start-up wireless company resulting in $1.5M in revenue savings of the lifetime of customer.

- Increased Customer Retention rates from 20% to 35%

- Launched Activation/Sales Department and increased wireless product accessory sales by 15%

Education and Training

MIDWESTERN STATE UNIVERSITY - Wichita Falls, TX

BBA - Marketing

Training: Completed numerous courses and seminars in Customer Service Leadership, Sales Strategies, Business Acumen, Time Management, Performance Management

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