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Customer Service Management

Alpena, Michigan, 49707, United States
February 04, 2018

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James Roebuck

*** *. **** ****** • Alpena MI ****7

301-***-**** •


Customer Service professional and Information Technology alum with extensive knowledge in software development lifecycle practices, Java programming, and business analysis techniques.

Career highlights include implementing and training management on corporate operations policies which increased efficiencies and productivity. Additionally, coordinated with business owners and departmental leads to streamline a scheduling system for 100+ employees which resulted in increased efficiency and organizational profitability.

Academic background focuses on object-oriented programming, software development lifecycle processes, and design.


Java UML Techniques Interface Design

Unix/Linux/SQL Network Management Equipment Provisioning

MS Office Suite HTML/CSS JSP

Software Construction Hardware Construction Data Structures


Colorado Technical University Colorado Springs, CO

Bachelor of Science in Information Technology 2/2018

GPA: 4.0/4.0 (Summa Cum Laude)

Concentration: Software Application Programming


Java Programming

Created a web application utilizing Java EE and Java Server Faces components that accessed a created SQL database through client/server architecture.

Built a file management system which utilized simple and complex data structures along with hash maps and other data handling techniques to build an understanding of data management in object-oriented environment.

Developed knowledge of software construction through reverse engineered existing open source software systems and their underlying API to develop an understanding of their access points, efficiency, and reliability.

Software Development Lifecycle Practices

Demonstrated understanding of business analysis and requirements engineering practices in the development of a Software Requirements Specification (SRS), demonstrating elicitation techniques and UML methods in the modeling of use cases and system requirements.

Created software design specifications and documentation to model requirements, system activity and sequencing, as well as system architectures using UML techniques and other industry best practices.

Developed quality software testing plans for a robust validation and verification environment which coordinated testing schedules, processes, and practices across all testing levels.

Software Project Management

Created a project plan detailing the developing processes, activities, and milestones related to the production of an ERP system in a Scrum development framework, with a focus on the prevailing importance of quality and risk management strategies.

Demonstrated knowledge of project management techniques through the development of a project management plan, which incorporated PERT estimating, scheduling, and configuration management skills along with detailed visualizations of WBS, Gantt charts, and network sequence diagrams produced in MS Project.

Developed an ongoing deliverable that managed the human elements in IT projects by analyzing an organization and provided strategies for developing its communication practices, organizational patterns and stakeholder management in effort to build quality practices into the project environment


Store Specialist 5/2012-Present

Charter Spectrum Alpena, MI

Supported sales initiatives and goals by eliciting and listening to customer needs and offering clear options that met their requirements.

Provided thorough and impactful customer troubleshooting and technical support, using clear, friendly, and helpful support to a customer base often uncomfortable with technology.

Supported customer services and devices through equipment provisioning utilities and administrative tools.

Effectively and professionally managed customer relationships, consistently delivering customer “mystery shop” scores above standards while building a repeat client-base.

Team Lead 10/2011-05/2012

Crusecom Technology Consultants Oscoda, MI

Oversaw and responsible for leading operations of a 150-seat call center.

Implemented and executed security policies to handle secure and sensitive customer personal and financial data.

Managed and provided oversight of call volume metrics with partner organization Xerox to handle allocation of incoming call volumes based on real-time staffing and performance metrics.

Managed and handled weekly and daily scheduling for supervisors, ensuring staff availability at peak call volumes to increase profitability.

Partnered with QA team to provide feedback and training regimen to staff to bolster scorecard metrics and increase call volume allocations from partner companies.

Department Manager 10/2002-09/2011

Barnes & Noble Booksellers Bethesda, MD

Responsible for the oversight and supervision of daily operation and merchandising of flagship location with annual sales exceeding $11 million.

Execution and management of merchandising projects and implementation of organizational visual merchandising standards.

Provided district training to other management on company’s “Integrated Store Operations” (ISO) and receiving operations, supporting company initiatives that led to increased operational productivity.

Management and development of organization’s e-reader Nook product and boutique, training customers and booksellers on its management, operation, and support.

Responsibilities included interviewing, training, and supervising staff on all employee duties, with emphasis on customer service and its prevailing importance

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