James D Banta

***** * ****

Spokane Valley, WA **206

adwc2c@r.postjobfree.com

801-***-****

Education:

Strayer University Washington D.C.

Bachelors of Arts in Contracts and Acquisitions Management. Concentration on Finance and Economics.

EMBA in progress

Experience:

Accessibility/Universal Agent

Feb 2020- Current Comcast/Xfinity Spokane, WA

.Responsible for providing support for our customers/communities to ensure a positive experience and that is in accordance with the Company's service delivery strategy.

Promoting effective relationships and upholding our commitment to the customer experience through our Operating Principles, Net Promoter System, and quality behaviors. Responsible for accurately and confidently handling various types of customer inquiries while engaging and building a consultative relationship with our customer.

Assigned to the “Becoming Universal” Board to assist in a collaborative effort to homogenize multiple departments

Director of Operations

Sept 2018- Feb 2019 ADG Research Spokane, WA

.Oversight and management of a 300 seat outbound call center floor.

Full P& L Responsibility.

After taking over ADG I managed to improve KPI performance in the areas of; margin, (30%improvement), gap time, (idle time between projects,45% improvement), supervisor ratio, (relationship that measures the billing hours between agents and supervisors), RPH, (revenue per hour, 40% improvement), retention, (reduction in turnover 62%), training retention, ( identified gap in training process and filled the gap).

Responsible for oversight of the human resources and training departments.

Program Director

Sept 2014- Sept 2018 ROI Call Center Solutions American Fork, UT

Charged with running the Visa SES Program, with over 100 team members and billions in pass through revenue per year.

Responsible for the development of a complete training, development and succession program, consisting of over 800 pages of content along with multiple PowerPoint training decks and a SME (subject matter expert) program that created a career path for agents.

Developed a Q/A program and process for evaluating agents and management staff.

Managed the startup and operation of the B2B Merchant Services team focused on MID expansion in the supplier enablement market segment.

Merchant Services team has experience 150% year over year growth.

Launched the successful expansion of Visa's Commercial Supplier Enablement program into the United Kingdom.

Created employee engagement process and over time improved the culture and tenure of the entire staff; average tenure 18 months which is more than triple of the call center industry.

National Sales Account Executive

Jan 2013 – Jan 2014 VariLease Financial Salt Lake City, UT

Worked a pipeline of 15,000 cold contacts, promoting and selling capital equipment financing.

Top quota achievement award for two consecutive months.

Wrote the largest single contract valued at $60m for an offshore space exploration company.

Stock market day trader & owner

Jan 2007 – Present Terrylmichaels Group Elkhart, IN

Set up a corporation and worked as a stock market day trader.

Analyzed market trends and trade patterns.

Evaluations of ROI opportunities.

District Sales Manager

Jan 2010 – Jan 2012 Advantage Sales and Marketing West Valley City, UT

Responsible for the training and development of over 250 frontline agents and 35 managers including training content and evaluations.

Created KPI process to insure client and customer facing experience met with divisional objectives.

Ran day to day operations in multi-location retail environments with clients such as Walmart, Sam's Club, Costco, and Kroger.

President’s Award for succession development program.

Manager of the Year for program efficiencies and campaign adoption.

National Sales Manager

Feb 2006 - Jan 2009 Parker South Bend, IN

Worked in the OEM market segment for all transportation, construction, agriculture and recreational vehicles.

Worked directly with engineering teams at Caterpillar, John Deer, Navistar, Bobcat, Fleetwood and Gulfstream.

Responsible for improving the footprint of all Parker products, including EMU's, PTO's and system controls.

National Sales Manager

Aug 2004- May 2006 TrippLite Manufacturing Chicago, IL

Managed all business development for the OEM mobile business across the Eastern United States.

Directed and trained distribution partners within the channel.

Managed tradeshow operations.

Assisted with collateral material development and coordinated Product Knowledge seminars.

Retail Experience

1981 - 1997 Extensive Retail Background

I worked in the home center industry in the following capacities;

Store Manager, District Manager, Program Director, Buyer, Training Director, HR Director, VP of Operations.

Skills and Activities:

Semi fluent in Sign Language, (ASL).

Strong P&L and budgeting and development.

Multiple years in staff and succession planning.

Training and curriculum development.

Strong background in Analytics including SWOT, WACC.

Several years in the contact center market.

Microsoft Office including advanced Excel user, Word, Power Point, Access, Outlook.

Database management including Salesforce, Gold Miner, Accu-line, PB Access.

IVR experience Five9 and RingCentral, Talkdesk,Voxco, ZenDesk.

Direct email software experience; iContact, Zoho, Salesforce.

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