James R. Galyon

acsijt@r.postjobfree.com • 804-***-****

https://www.linkedin.com/in/jamesgalyon

SUMMARY

Extensively experienced and goal-oriented professional with a demonstrated track record of implementation, project management, and process improvement. Talented leader who directs teams to exceed organizational goals and objectives through influence, collaboration, and relationship building. Proven expertise resolving escalations and issues for Bank of America Merchant Services business consultants and their clients. CORE COMPETENCIES

Customer Satisfaction Project Implementation

Organizing Resources Leading

Planning Process Improvements

PROFESSIONAL EXPERIENCE

Sales Support Manager, Bank of America Merchant Services, Richmond, VA 2010 – 2015 Participated from the outset in a joint venture between First Data Corporation and Bank of America. Oversaw internal and external customer service provided by Sales Coordinators. Proactively removed roadblocks for clients, sales management, and business consultants. Partnered with sales to design, analyze, document, and implement new sales and service processes. Delivered ongoing training to all stakeholders on new processes, policies, and procedures. Established KPI's and Service Level Agreements. Scrutinized third-party-vendor quality and performance. Created Salesforce.com, ClientLine, and vendor performance reporting in order to maximize revenue and client experience.

Pioneered new onboarding process that decreased merchant boarding from over 48 hours to 4.

Established a new sales-communication support system and minimized errors and roadblocks.

Boosted daily Sales-Coordinator productivity by 70% in less than 18 months.

Slashed Service Level Agreements by 27% and increased speed to revenue.

Built motivational and incentive programs for employees and maximized productivity.

Developed training curriculum for sales and sales support and increased new process adoption. Client Support Specialist, AT&T, Richmond, VA 2007 – 2009 Partnered with sales, external customers, and internal AT&T organizations, to ensure pre-sale, contract, and order-initiation success. Led activities targeted for sales support and project management while focusing on product implementation, relationship building, and business management. Accountable for sales support and revenue retention. Served as the SPOC for all client service and billing issues. Assisted sales in RFP/RFI/RFQ process.

Improved boarding process that decreased customer installation time by two days.

Conceived and implemented sales-team training of new technology that increased client boarding.

Championed out-of-scope customer concerns and billing issues that could not be resolved through traditional channels.

Load Control Manager, Charlotte, NC 2005 – 2007

Oversaw the duties and customer service provided by 30 maintenance administrators located in a telecommunications repair and installation call center. Structured the daily workload for outside field technicians. Ensured the proper response to customer trouble reports and service orders. Reinforced Management System & Operating Control (MSOC), an AT&T proprietary management methodology, to create a competitive service advantage.

Prepared plans that exceeded service expectations and lowered company costs.

Established programs to increase job satisfaction and improve productivity. Call Center Manager, Orangeburg, SC 2003 – 2005

Directed the daily operations of a Nationwide Operator Services Call Center. Oversaw the customer service provided by Operators, Assistants, Center Assistants, and Service Assistants. Trained, developed, and evaluated work groups. Mentored and motivated employees. Implemented MSOC process into all call-center operations.

Accomplished MSOC call center certification in less than 6 months.

Built employee motivational and incentive programs and maximized employee productivity.

Created employee basic computer skills training that resulted in greater customer satisfaction.

Slashed absenteeism by 25%.

Customer Service Associate, Knoxville, TN 2000 – 2003 Supported all federal government accounts while providing world-class customer care. Negotiated and processed complex service orders. Assisted in government contract interpretation and implementation. Served as billing and service SPOC for government payment agencies.

Redesigned payment process which yielded over $1.2 million dollars in less than 6 months.

Designed billing database to investigate irregularities of federal accounts.

Authored the “Vendor Handbook” and improved call-center efficiency and customer service.

Established an interoffice work team to improve customer service and overall performance. EDUCATION

Master of Arts, Organizational Management

Tusculum College • Greeneville, TN

Bachelor of Arts

Maryville College • Maryville, TN

Associate of Arts

Pellissippi State Community College • Knoxville, TN Essentials of Project Management

Villanova University

TECHNICAL SKILLS

Proficient in Microsoft Office Suite: advanced Excel • Word • PowerPoint • Outlook OneNote • SalesForce.com • SharePoint • Citrix • Siebel • SPSS

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