Colby James Email & Phone Number

Austin, TX, US

• Responsible for maintaining quality of three different offshore vendors for Meta's Payment Operations group across 2 different products and 2 different deliverables.
• Handled over 600 escalations per year from vendor teams related to Facebook/Instagram Shops issues.
• Raised overall quality of vendors from 70% to 95%.
• Collaborated cross functionally with data and planning teams to mitigate chat occupancyfrom 3 vendors to 2. Raised chat occupancy 20%.
• Enabled vendor agents to gain ownership of goodwill transfer tools in order to resolveescalations more effectively. This reduced escalations by 50% and let the agents feel that they had more ownership of the process.

Austin, Texas, United States

• Conducted over 800 deliverable quality evaluations on emails, phone calls, and other deliverables yearly for a team of over 30 junior employees. Partnered directly with employees to coach them on processes and.
• Spearheaded change in structure from email support to phone/email support in order to better serve developer needs in a faster-paced environment. Increased developer CSAT from 70% to 85% in this time.
• Raised quality ratings of reports over 25% in the first year on job.
• Collaborated with Senior Leadership to conduct root cause analysis studies using Tableau,optimizing customer checkpoints and relationship management increasing quality scores30%
• Assisted technical writing team in updating processes and conducted weekly trainingsessions on these improvements.
• Handled over 250 sensitive escalations a year maintaining 85% CSAT.

Austin, Texas Area

• Received consecutive AppleCare Excellence awards in 2015 and 2016 for outstanding performance.
• Provided administrative support via phone and email to iOS/Mac developers, record labels, studios, and publishers, ensuring smooth account maintenance, content uploads, and payment handling. Successfully managed.
• Conducted UAT testing for internal tools, collaborating with stakeholders and designers to provide valuable feedback for successful release to teams.
• Collaborated with stakeholders to design and implement new customer workflows, resulting in 50% reduced escalations and customer-related incidents for Tier 2 Advisors.