James B. Email & Phone Number

Menlo Park, Ca, Us

Menlo Park, Ca, Us

▪ Directed sales ops support for 4 regions and 41 countries of emerging markets; total revenue $XB▪ Responsible for customer service, business integrity, finance/tax, legal, analytics, and infra/tools▪ Launched 21 new markets where Meta didn’t have a sales team including Nigeria, Ghana, Georgia, Azerbaijan, Iceland, Mongolia, Armenia, Uzbekistan: Truly global footprint in non-US based markets▪ Secured dev resources for ops efficiency tools & analytics: 13 projects roadmapped, 3 completed▪ Cross-functional networking to build product adoption insights on WhatsApp, Instagram, Facebook▪ Implemented new advertiser onboarding tool for 100k+ ad accounts. Rev allocation improved 25%▪ Streamlined support process for resellers. Rev affected by service tickets down from 50% to 17%▪ Launched partner capability for direct access to support escalations. Reduced blocked rev by 27%▪ Coordinated resolution of overdue payments. Negotiated to secure $200M and all accounts current▪ Oversaw ad policy violation research; discovered 77% false positive rate. Unblocked $7M+ revenue▪ Directed development of first ever Ad Account Transfer Tool; cross-functional collaboration with 3 development teams. Responsible for stakeholder & legal approval. Secured on-time global launch▪ User testing on Smart Glasses/AI/AR/VR products; identified bugs & highlighted to dev team for fix▪ Embedded tester for Quest 3 VR & Meta-Ray Ban glasses launch; achieved “gold” level certification▪ Led tech & tools dev for market transitions. Moving from reseller to in-house sales. Coordinated w 4 eng teams, 4 sales region teams, across 2 tech platforms. Retained >92% rev and costs down 60%

New York, New York, Us

-Responsible for support strategy, implementation, and execution of all Rockstar Games products-Launched AAA titles Grand Theft Auto V, Red Dead Redemption 2, GTA Online and remasters-Directed global 24/7 live ops of 600 BPO support agents at 5 sites, in 4 countries & 12 languages-Implemented customer journey/process improvements. Took CSAT from 45% up to 83% in<12mos-Directed tech-driven OPEX cost cut: AI/Bots & efficiency gains. Saved $6M over calendar year 2021-Instrumental cross-departmental partnerships with marketing, sales, product dev, community, and legal teams to ensure unified projects geared toward targeted improvement of company products-Focused team development: Managers grown to Directors, Analysts grown to Management track

New York, New York, Us

- Directly managed development of all POP and promo items for GTA V launch from concept to production. Worked with art dept, marketing, and manufacturers to create products on budget/time.- Managed the redesign of the office floorplan to accommodate growing team. Met with department heads and VPs to understand team needs and incorporated into layout. Enhanced cultural identity.- Oversaw inventory storage for marketing merch, promo materials and office supplies valued at $2M.- Implemented electronic PO system. Wrote training and work instructions for new digital processes.

Hunt Valley, Maryland, Us

- Supervised 10 personnel performing data analysis and platform/systems administration duties.- Performed root cause analysis of contact drivers and bug reports in order to identify focus areas for the development team. Bridged the gap between front line customer service and engineering team!- Implemented continuous improvement program to focus on performance maximization at all levels.- Coordinated “end to end” business review program for captive and outsource vendor call centers.- Performed competitive analysis of market and prepared presentations of findings for C-level execs.- Oversaw setup, configuration, and maintenance for customer service tools and business systems.- Selected to streamline tools development project and document requirements. Worked with engineers to create improvements to CRM and build proprietary tools used by front-line agents.

Hunt Valley, Maryland, Us

- Responsible for building 200+ personnel Contact Center running 24/7 operations from the ground up. Supervised multi-channel operations over phone, chat, and email for tech and in-game support.- Led Global Live Service team during Alpha and Beta tests of The Elder Scrolls Online MMORPG.- Supervised launch of support for AAA titles; Elder Scrolls V:Skyrim, Dishonored, and Doom 3 BFG.- Organized User Acceptance Testing plan for new technology and tools to ensure quality and stakeholder requirements were met. Caught and resolved critical issues before live implementation.- Coordinated with Staff Development team to create front-line, supervisory, and leadership training content for customer service staff. On-boarding experience lauded as “outstanding” by leadership.- Directed objectives and planning milestones for project management and service delivery initiatives.

Glen Burnie, Md, Us

- Directly supervised 2 managers and 38 hourly employees. Responsible for functional supervision of an additional 40 employees and 2 managers on 2nd and 3rd shifts. Oversaw daily inventory value of $18M+.- Responsible for P&L in support of operations: receiving, shipping, inventory control, order pulling.- Performed data analysis of KPIs to drive improvement initiatives and advise senior leaders on root cause.- Selected to be part of CEO's "Quarterly Business Review" team, dealing with strategy development and future growth of the company. Leader of focus group discussion panels providing key insight to President.- In charge of leadership development planning and enhancement of warehouse management team.- Chosen to direct installation and implementation of new IT equipment. Upgraded inventory accuracy and scanning system. Responsible for training employees on use as well as overseeing execution.

- Supervised development of 80 officer candidates during their leadership and military training. Directly instructed 20 cadets on fundamentals of the U.S. Air Force (USAF) with topics ranging from USAF capabilities to war-fighting. Evaluated students’ ability to serve as future officers. Selected to instruct military training as a Field Training Officer during summer 2008 “Field Training” (officer boot camp). Responsible for overall training program of entire cadet regiment and student affairs.- Organized and managed unit recruiting program. Supervised the efforts of eight team members who plan recruiting events at 30 universities for AFROTC. Responsible for an annual recruiting budget of $10K, as well as management of recruiting supply inventories. Fosters networking relationships with senior university officials. Efforts led to an increase in freshmen enrollment of 20% for the Fall 2007 and Spring 2008 semesters. Authored annual unit recruiting plan for approval by higher headquarters. Program rated "Excellent" during 2008 inspection.- Administrative officer for over 100 personnel records, including both cadets and active duty military members. Tracked and managed performance reports, feedbacks, and appraisals for employees.- Supervised budget, equipment, and IT account technicians.- Served as office manager for commander, ensuring all work sections completed work on time and in line with policy.- Commanders' lead officer on technical and process improvements in training, recruiting, and office policy.- Administrative and secretarial work including tracking of deadlines, award packages, staff approval packages, and waivers requiring headquarters approval.- Briefed and coordinated with school and community leaders for support of program including recruiting efforts as well as special training events. Secured campus locations and systems for cadet use.

Randolph Afb, Tx, Us

- Supervised 170 Air Force members in support of Operations ENDURING and IRAQI FREEDOM.- Ran analytics and data science unit for operations planning. Used data to implement Lean projects. - Administrative support involving management of 170 personnel records including military, civilian, and contract employees. Supervised award program, feedback, appraisal, and performance reports.- Worked as liaison with local Turkish Customs Officials and Passport Police to ensure diplomatic clearances were received before all air movements.- Supported Pakistan Relief Effort: Spear-headed cargo loading of humanitarian supplies after devastating earthquake in 2005. Joint effort with Turkish military and U.S. aircraft.- Served as subject matter expert to U.S. Embassy in Ankara, Turkey on matters dealing with shipment of unauthorized items according to diplomatic agreements.- Crafted plan while working with U.S. Federal Air Marshals for processing nearly 1,500 refugees during the Lebanese-American evacuation in Lebanon in 2006. Ensured displaced families were moved in an expeditious, safe, and secure manner. All passengers were moved through the Aerial Port in less than 48 hours.- Organized movement from civilian to military aircraft of Afghanistan and Iraq Heads of State as well as transloads of U.S. SECSTATE and SECDEF during pass-through visits.- Coordinated ground operations/servicing of aircraft involved in Operation FUNDAMENTAL JUSTICE missions moving a total of 36 detainees. Coordinated with base Security Forces personnel to set up cordon around prisoner transfer site.- Led flight to win numerous awards including the 21st Expeditionary Mobility Task Force “Best Air Transportation Function” awards in both 2005 and 2006, as well as earning an overall flight rating of “Outstanding” (highest possible) during the 2007 Logistics Standardization and Evaluation Program inspection.

Randolph Afb, Tx, Us

- Responsible for deployment/readiness status of the installations’ entire military population in post 9/11 environment–roughly 2,000 personnel. Led team of 50 active duty and civilian members. - Responsible for supply chain: inventory, warehousing, data tracking, and requisition of aircraft parts in support of base aviation mission.- Supervised IT and computer support administration department in charge of network security and supply management programs. Oversaw $300k infrastructure upgrade for IMS and CRM systems.- Selected to serve on the HQ Air Education and Training Command Inspector General team and was sent to inspect the deployment capabilities of both Altus AFB, OK and Keesler AFB, MS.

Master Of Science, Management: Leadership And Organizational Development

Bachelor Of Science, Criminology