James Coe Email & Phone Number

Richmond, Va, Us

Richmond, Virginia, Us

As a Delivery Director at Terazo, I specialize in orchestrating seamless project delivery by assembling high-performing teams, aligning client objectives with strategic execution, and championing the Terazo Engagement Methodology. My role involves managing delivery teams with a focus on matching the right skills to project requirements, ensuring optimal efficiency and exceptional outcomes.I collaborate closely with clients to understand their business goals, mitigate risks, and drive successful project lifecycles. By fostering open communication and building trust, I aim to exceed expectations and cultivate long-term partnerships.I’m passionate about promoting a culture of collaboration, efficiency, and continuous improvement. By upholding the Terazo Engagement Methodology, I guide teams in leveraging best practices to deliver impactful solutions. My ultimate goal is to deliver excellence, enhance client success, and contribute to Terazo’s growth and reputation for quality.

Richmond, Virginia, Us

• Leading project discovery with engineers and designers, building backlogs, and managing agile projects.• Partnering with the sales team to identify new opportunities to impact our clients.• Building resources in support of EL colleagues. Examples include a budgeting tool that provides clients better insight into project progress, and transforming the “Tech Questionnaire” into a proper discovery document that will help Sales and Delivery teams start projects with confidence.

Leading Business and Sales Operations for a Craft Cannabis Company.・Created revenue models, Pro Forma, business plan, and investment materials for cannabis cultivation company.・Built expertise on Michigan cannabis industry laws and regulations.・Created business team to support operation.

Richmond, Va, Us

・Led sprint planning, daily standups, stakeholder demos, and retrospectives for projects. Projects gained quality and efficiency by embracing transparency and reflection as part of the development process.・Managed teams of strategists, software developers, designers, and QA specialists building innovative mobile applications.・Owned tactical delivery of products and aligned customer, client and project teams to address issues and pivot appropriately when necessary.・Oversaw project resourcing, scope, budgets and invoicing.・Created presentations of varying degree of detail for sales, clients, stakeholders and senior management.・Developed and managed strategic partnerships with clients and teams. Produced market analysis, customer needs assessments, design and product briefs and roadmaps to aid in long-term planning.・Successfully led an innovation team in developing an augmented reality application for a Fortune 100 company. Executives characterized it as “the first application of AR that actually makes sense on the floor.”・Built a client relationship with a Fortune 500 homebuilding company through successful small, targeted projects that led to the development of a custom application with a total budget over $1 million.・Managed native and cross-platform app, progressive web app, web portal, and database migration projects.・Three quarters of managed clients moved from single, simple projects to large, multiple phase projects.・Developed sincere relationships with team members and clients. Managed all issues between the two.・Developed relationships with and proposals for new clients. ・Grew client portfolio through identifying new opportunities and extending relationships to multiple teams.

Richmond, Virginia, Us

∙Manage team members and client projects to develop innovating training for Fortune 500 companies, which included working directly with client leadership to prepare the company for steady, scalable growth.∙Worked with a global sales training company to efficiently move existing training into a better delivery solution. Iterated on a client’s existing training, which cut the cost and timeline of projects in half.∙Directly managed the professional growth of team members, oversaw client relationships and training deliverables during projects, and created internal training and reference material to improve the quality and consistency of the work. Assisted in sales calls and developed proposals for potential clients.

∙Built a distributed customer support staffing service, which offered implementation services focused on building help desks for clients, with staff located in Germany and Australia along with a US-based team. The implementation services had a 100% profit margin and incorporated 30% of the overall revenue of the company. ∙Created a company culture that embraces collaboration, compassion, flexible work, and excellence.∙Developed a “Field Guide” that provided helpful resources for employees working remotely, which included hosting virtual happy hours, pizza parties, and celebrations. Encouraged teams that were based in the same city to support each other outside of work. ∙Developed a recruiting process that evaluated customer support and writing skills to ensure the best quality candidates for our clients. The team returned customer satisfaction ratings consistently in the mid 90%.∙Worked with Vimeo to expand their support team from NYC to a global team that continuously staffed their help desk, by leveraging a distributed team to keep the cost down and overhead low. ∙Utilized Slack, video chats, shared documents, and other technology to keep teams informed and connected, which resulted in the Vimeo team closing 90% of inquiries received from customers. ∙Supported clients across industries (including GIPHY, DJO Global, FiftyThree, and Blockstack) handling thousands of inquiries a day. The Yeomen was a preferred partner of Zendesk.∙Employees took part in developing the company’s values statement and “field guide,” which spoke to ideals and the practical daily life of a remote worker, resulting in a testament to our commitment to a healthy culture.∙Customized customer support platforms and documentation to empower teams to work with increasing integrity and efficiency. ∙Set up and customized platforms for SAAS, “box & ship” products, and “brick & mortar” businesses.

New York, Us

∙Grew the support team and developed a system of documentation and training to decrease onboarding from six months to six weeks.∙Developed metrics and reporting to increase the quality of performance to a CSAT score of 87% satisfaction.∙Met the challenge of keeping real people answering Tumblr user questions as Tumblr grew exponentially from 2011 to 2013 by implementing tools and refining processes to increase the team’s efficiency.∙Brokered the reorganization of the team from an “everyone does everything” method into two specialized groups resulting in an immediate 11% increase in productivity (and a happier team).∙Leveraged technology to keep the two teams located in Richmond and NYC unified while growing a culture unique to the Richmond office. Team members in NYC loved coming down to work with us and noted that they appreciated the “vibe” of the office and team.∙Developed a set of KPIs that provided a nuanced snapshot of performance. ∙Managed a team that addressed the worst offenders on the platform and arranged for both group and individual therapy to help them develop healthier approaches to our work and better coping mechanisms.∙Prepared the support team for the transition to Yahoo.

Henrico, Virginia, Us

∙Initiated a county content management system and customized open sourced blogging software for individual teachers.∙Transformed curriculum to leverage computers in the classroom, which made the experience more engaging for students, and provided a baseline sense of dignity in the classroom.∙All of my students passed the standardized tests, and every one of them found an author they loved to read, which helped them understand why writing was a meaningful way to express ideas and share stories.

Bachelor Of Arts (B.A.), English Language And Literature, General

Masters Of Divinity, Theology/Theological Studies