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Customer Service Manager

Ballwin, MO
September 23, 2018

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James Roche

A professional with excellent customer success, organizational and people skills seeking an opportunity to contribute management, technology skills and expertise.

5 Timberleight Ct

Manchester, MO 63021

(314) 996 - 9354


HLK, S t. Louis Digital Producer / Client Services July 2017 - PRESENT

Lead development teams in the creation of web based products and tools for a variety of clients

Managed deadlines, budgets and resources to obtain company and client objectives

Created estimates and functional specifications documents per project

Managed complex web applications for multiple Monsanto brands, requiring close collaboration with third-party platforms/tools and development partners with timelines ranging from a few weeks to many months

Collaborated with creative, strategy and tech lead teams to ensure our clients’ business objectives were achieved with thoughtful digital solutions that are engaging, user friendly and integrated with pre-existing technologies and business rules

Managed a variety of projects including large-scale, custom built products with various APIs and data services requiring multiple developers

Ungerboeck Software, O’Fallon, MO Digital Strategist / Project Manager June 2014 - July 2017

Gathered technical requirements from clients for technical specs documentation for website creations and integration with Ungerboeck Software

Implemented new project management system for the international company

Worked with internal team, other departments, clients and stakeholders on website creations

Managed and scheduled up to 10 resources for projects o Maintained budget within scope of project

Launched 100+ websites/projects successfully

Swank Audio Visuals, St. Louis, MO Director of Mobile App Customer Support May 2006 - June 2014

Worked closely with the executive team and 3rd party development partner on design, concept and rollout

Managed project to implement a nationwide, web-based application for meetings and events

Was able to increase popularity and sales so much that 100% of the first year’s sales were already met in the first 3 months of 2nd year.

Collaborated with developers and the marketing department to launch product, creating marketing materials unique to the product

Supervised members of the customer service department who serviced the product

Traveled to clients’ trade shows, conferences and events to support their use of the product

(up to 35% travel per year)


● Award Winning

Customer Service,

Success and Retention

● Windows, Mac OS,

iOS and Android

● Wordpress,


● Basic HTML/CSS


● Microsoft Office

suite, Google

Business Apps


Basecamp, Jira,


● Adobe Audition and



Greg Diekemper

Former CEO/President

- Swank Audio Visuals

Former Co-Worker


Neil Woodson

PSAV - Director of

Service Excellence

Former Co-Worker


Claire Latch


Current Co-Worker


Drew Douglass

Lead Web Developer

Former Co-Worker


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