Customer Service Human Resources
Resume:
James Hudec
***********@*****.***
Human Resources
I have an exemplary record providing the vision and leadership for all Operations, Customer Service, Support, and Training with full management responsibilities. I have proven to be successful at building corporate infrastructures and establishing operating controls that facilitate smooth operations during periods of significant change and growth. I have been extremely effective at instituting new operational systems/processes to solve complex business problems. I have talent for developing high-performance teams, making effective decisions under unfavorable conditions, and quickly revising strategies to achieve goals within aggressive time frames.
KEY SKILLS SUMMARY
Business Strategy Development
Strategic Operational Planning & Tactical Execution
Budgeting, Forecasting & Cost Controls
Labor Relations
Policy/Procedure Development
Technical Management
Training Development & Implementation
Employment/Mentor Development
PROFESSIONAL EXPERIENCE
iControlESI (formerly ControlDOCS) 2003 - Present
Operations Manager
Technical Support, Operations, & Customer Service Management
For almost 10 years, I have managed and trained a team of Customer Support Personnel, EDD Technicians, Data Processors, Administrators and Technical Support Staff in the demanding industry of Litigation Support.
Reorganized department, eliminated unnecessary positions, and combined job functions after 50% reduction in force.
Tripled the customer base of the company while maintaining efficient staffing to maximize profits.
Transitioned company focus from paper processing to electronic data discovery and extraction of electronically stored information through reorganization of current software, extensive training, and creation of new positions.
Created standards of operations for each client and directed the quality control process of all products being delivered to ensure customer satisfaction.
Developed and motivated highly focused teams that successfully met and exceeded client expectations daily.
Resolved customer questions and concerns in a timely and courteous fashion, ranging from technical solutions to deadline management.
Managed effort of IT department to ensure each client’s needs were met while allowing time for development of new client web interface and support tools.
Promoted existing staff to expanded supervisory roles to train newer employees quickly and accurately.
Increased quality of employee effort through positive behavioral feedback, and weekly statistical analysis.
Directed the processing of client data using Law and IPRO eCapture to extract text, metadata, and convert to tiff as needed while preserving integrity of original data.
eHomeshowings, Inc.
2001 –2003
Vice President of Operations
Customer Service Management, Human Resources and Systems Management
In my first management experience, I managed the entire customer support department including all telephone and web support services as well as the sales department for a Real Estate service provider.
Conducted the interviewing, hiring, training, and development of each employee while doubling the size of the customer support department in just one year.
Dramatically improved customer support response time and quality while client volume doubled in one year.
Redefined corporate strategy based on customer feedback to ensure customer satisfaction and to remain aligned with customer expectations as company grew.
Generated weekly reports of customer service completion time as well as qualitative reports of customer satisfaction to highlight areas that needed improvement.
Resolved internal employee disputes and concerns as well as any escalated customer complaints
Plano Star Courier
2000 – 2001
Staff Writer for City Council and Planning and Zoning Meetings
To explore my writing interests and civic curiosity, I covered all City Council and Planning and Zoning Meetings for the city of Plano for the Plano Star Courier, managing to meet all deadlines while also working full time during the day.
White Rock Networks
2000 – 2001
Human Resources Representative
In my first corporate employment opportunity, I assisted in the recruiting and hiring of programmers, engineers, sales, and technical support staff for a start-up Telecommunications company and later transitioned to customer support.
EDUCATION
Bachelor of Science - Baylor University
Eagle Scout – Golden Key International Honor Society – Kappa Kappa Psi
References Available Upon Mutual Interest
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