Mona James

http://www.linkedin.com/in/monajames

*** * **** ******* 785-***-****

Eudora, KS, 66025 adb6cb@r.postjobfree.com

Customer advocate professional with a career emphasis in project management, operations, customer service/help desk environments. Collaborative leader known for leveraging the strengths of individuals to build empowered, customer-centric teams.

Developed skills include:

• Resource/Schedule Management • Change Management

• Performance Management • Budget Management

• Process Improvement • Policy and Procedure Development

• Learning and Career Development • Strategic Planning

PROFESSIONAL EXPERIENCE

DATAFILE TECHNOLOGIES, Shawnee, Kansas 2018-2019

Manager, Client Success/Account Management

Work across multiple internal departments responsible for client retention, account management and discovery of new service line opportunities.

• Designed, coordinated and conducted client communication to include Business Reviews, Service Agreement Analysis, Contract Review and periodic Touch Point calls.

• Partnered with Sales, Implementation and Operations to assist with client growth opportunities and improve the client experience from start to steady state.

• Developed relationships with clients and key members of their team providing a dedicated resource for account inquiries and problem resolution.

• Tracked Net Promoter Scores and client feedback.

iTEDIUM, Overland Park, Kansas 2017-2018

Manager, Account Services/Customer Service Center

Realigned existing team to support customer expectations, increase customer satisfaction and improve account retention.

• Designed Service Center resource plan and schedules to meet Service Level Agreements and mitigate negative financial impact. 100% improvement over previous year.

• Measured, monitored and coached to improve performance. Designed Key Performance Metrics and Quality Scorecards to provide feedback, identify training opportunities and enhance the customer experience.

• Utilized work breakdown structures, variance analysis, surveys and in-house meetings to define current work, update training material, develop Standard Operating Procedures and create an action plan designed to meet both organizational and client goals.

DELUXE CORPORATION, Lenexa, Kansas 2015-2016

Manager, Client Data Management

Developed a cross-trained, scalable team to support rewards and financial services clients. Managed and directed resource availability and schedules to meet volume demand. Documented and standardized process and procedures. Business owner of data entry systems sponsoring process improvements to improve quality while reducing costs.

• Identified areas of risk associated with single-threaded employee training. Eliminated resource availability risk by cross training additional staff to support multiple functions.

• Reduced hours by 66%. Partnered with Product Managers identifying process improvements required to meet volume demand and manage labor hours.

• Learning curve reduced 50%. Managed development of Standard Operating Procedures and training material creating standardized documentation and improved training delivery.

General Dynamics, Lawrence, Kansas 2005-2014

Senior Operations Manager

Organized and led a successful shared service operations team providing document handling, production processing and contact center services.

• Leveraged multi-program management experience to meet the requirements of seven Federal and state programs that reached across diverse lines of business and divisions.

• Maintained 97% utilization rate across multiple contracts by designing career paths that positioned the team for contract awards, growth and continued positive engagement.

• Improved training documentation, staffing plan and schedules leading to a 33% reduction in processing time and elimination of production backlogs.

• Delivered contract 99.9% on time, 13.5% under budget despite volume 8% higher than forecasted for the year.

• Collaborated with key stakeholders participating in proposal writing and business development activities including delivering a key presentation during the selection process.

• Developed business continuity and risk management documentation for multiple programs and operations teams to meet annual contract requirements.

Alltel, Salina, Kansas

1999-2005

Director of Internet Customer Care

Designed and implemented the reorganization and unification of existing customer contact centers. Directed the operation of regional contact centers located in Kansas and Nebraska.

• Led startup and expansion of contact center to accommodate transition of 180,000 internet customers from an outsourced to insourced customer care environment.

• Expanded center from 30 to 325+ employees to support growing customer base.

• Managed $9.5 million budget.

• Achieved 97% utilization vs. 90% target. Averaged 90% first-call resolution vs. 75% goal.

• Awarded Top Performing Call Center and Most Improved Call Center.

EDUCATION / TRAINING

Bachelor of Science (B.S.), Business Administration and Accounting

Marymount College, Salina, KS

Professional Development

Business Analyst Certification – Johnson County Community College

Core Mediation and Handling Conflicts – Johnson County Community College

Certifications

Project Management Professional (PMP) – Project Management Institute

Lean Six Sigma Green Belt – Johnson County Community College

ITILv3 Foundation – ITIL EXIN

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