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VP / Director of customer service and operations.

Location:
Kennesaw, Georgia, United States
Posted:
December 30, 2015

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Resume:

James Hinnant

Greater Atlanta Area 678-***-**** acsyjl@r.postjobfree.com www.linkedin.com/in/jameshinnant

Executive Customer Service and Operations

Performance-focused customer service and operations leader with 10+ years at the executive level. Consistently praised for possessing high integrity, a need to drive change, a never ceasing sense of urgency, and an unquestioned drive for excellence. Able to drive revenue through professional services – attaining success in a weak economy and competitive markets. Recognized for leading people, streamlining processes, and leveraging technology. Core competencies include:

Operations leadership. Described by my most recent manager as a “master at unleashing the power of his people.” At Assurant, led a team of 225 employees and contractors; managed a $15M budget. Implemented a retention program that preserved $1M in revenues. At SITA, led a domestic and international customer service team of 300 employees and contractors; managed a $20M budget. Achieved a 95% customer satisfaction rating.

Business development. Proven ability to drive new revenues from the customer service operation. At Assurant, streamlined operations and enhanced agent administrative support that resulted in a 50% increase in agent licensing and appointments and $10M in additional premiums. At SITA, exceeded service management new business target by 10%, which was $22M.

Program and project management. Adept at hitting a problem area hard and making a dramatic improvement. In the past 10+ years, have sponsored or managed 200+ projects that had budgets up to $10M and durations up to 24 months. At Assurant, established “Rapid Online,” an automated claims process that improved productivity by 25% and saved $1M annually. At SITA, sponsored a direct service initiative that saved $10M annually.

Professional Experience

2013 – Present OSC Breckenridge Insurance Kennesaw, Georgia

OSC Breckenridge Insurance is a Private insurance, and risk management company.

Executive – Customer Service Operations and Escrow Services

Lead a team of customer support, center operations, escrow support experts and contractors;

Scope includes support of OSC Solutions’ presales, as well as P&L management, strategic planning, BPO partnerships, business development, new business initiatives, and customer satisfaction.

2012 – 2013 Prudential Insurance Atlanta, Georgia

Prudential is a Fortune 50 insurance, financial services, and risk management company with more than $40B in annual revenues.

Insurance Agent, and Financial Professional

Build a financial services and insurance practice that provides solutions to protect client assets and grow their wealth.

Drive business development, new business initiatives, and ensure client satisfaction.

2008 – 2011 Assurant Solutions Rapid City, South Dakota

Assurant is a Fortune 500 insurance and risk management company with more than $8B in annual revenues.

Vice President, Customer Service and Operations

Led a team of 100 employees and 125 (FTE) contractors; managed a $15M operating budget.

Scope included support of $800M in Assurant Solutions’ Preneed sales, as well as P&L management, strategic planning, BPO partnerships, business development, new business initiatives, and customer satisfaction.

Responsible for all customer service management staff, service centers, claims, licensing, commissions, program management, and order processing delivery teams.

Streamlined service center operations and enhanced agent administrative support; this increased agent licensing by 50% and boosted premiums by $10M.

Re-negotiated Assurant’s outsourcing terms with a support vendor resulting in $1M annual savings.

Implemented a retention program that preserved $1M in revenues.

Established “Rapid Online,” an new automated claims process that improved productivity by 25% and saved over $1M annually.

Sponsored the development of our “Next Generation” order processing system; the project is projected to save $2M annually, improve productivity by 40%, and expedite the order entry process (to real time status).

1999 – 2007 SITA Atlanta, Georgia,

SITA is a multi-billion dollar network applications and solutions provider serving the air transportation industry.

Head of Customer Service and Operations for North America Atlanta, Georgia, 2004 – 2007

(VP of Customer Service and Operations for the Americas Atlanta, Georgia 2001 – 2004)

(Director of Customer Service for the Americas Atlanta, Georgia 1999 – 2001)

Led a team of 100 employees and 200 (FTE) contractors; managed a $20M operating budget.

Scope included P&L responsibility for the $700M Americas region, as well as business development, strategic planning, and strategic partnerships. Responsible for a dozen call centers located around the world.

Exceeded service management new business target by 10%, which was $22M.

Achieved 95% overall customer satisfaction, which was the greatest achievement ever for North America.

Cut costs by $5M by increasing in-house project management activity versus external PM costs.

Restructured administrative support associated with delivery and operations, which saved $2M annually.

Sponsored a direct service initiative (WECARE) that saved $10M annually; it was adopted worldwide.

Spearheaded Center of Excellence (COE) initiative to commit a higher level of customer service focus to strategic accounts; this resulted in well over $300M in revenue retention.

1998 Multisoft, Inc. Atlanta, Georgia,

Multisoft was a start-up Internet support company specializing in ISP support and help desk outsourcing.

Call Center Manager Atlanta, Georgia 1998

In charge of daily operations of an inbound customer service help desk department with 75-100 customer support reps, supervisors, and tier II technicians. Managed staffing, including hiring, training, supervising, and scheduling.

Improved overall productivity of the service organization in quality, availability, and customer satisfaction.

1989 – 1997 MCI Telecommunications

MCI was a multi-billion dollar company that provided network, data, voice, and wireless services.

Education, Professional Development and Community Service

Bachelor of Arts, Communications Monmouth College West Long Branch, New Jersey

Professional Development

Public Speaking, Negotiating – Dale Carnegie

Advanced Leadership Skills – International Management Development

Professional Appointments

American Memorial Life Insurance Board Member, 2008 – 2010

YMCA Board Member, 2010

Habitat for Humanity, 2009 – 2010

United Way, 2009 – 2010



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