Ian Michael James Email & Phone Number

Chicago, Illinois, United States

Chicago, Illinois, United States

Oversee all core 211 operations, including contact center, resource database, and people management.

Chicago, Illinois, United States

• Led a team of direct reports (including managers and associates) through strategic and tactical quality assurance initiatives and projects to maintain robust, accurate, and up-to-date database records.• Created foundational processes for building a nationwide social service resource directory, containing over 50,000 unique healthcare and social service providers from two large datasets.• Leveraged broad social service subject matter expertise to advise numerous cross-collaborative teams regarding platform enhancements for Unite Us and legacy NowPow products.

Chicago, Illinois, United States

• Planned and executed projects supporting the integration of NowPow and Unite Us resource directory data, focusing on optimizing user workflows (i.e., mapping similar search terms, keywords, regional variations of services, and national programs across platforms). • Formalized database guidelines and best practices to identify and fill gaps in directory data.• Conducted user experience research to better understand user needs when searching Unite Us and NowPow platforms for social services and/or organizations.

Chicago, Illinois, United States

• Planned and executed projects supporting the integration of NowPow and Unite Us resource directory data, focusing on optimizing user workflows (i.e., mapping similar search terms, keywords, regional variations of services, and national programs across platforms). • Formalized database guidelines and best practices to identify and fill gaps in directory data.• Conducted user experience research to better understand user needs when searching Unite Us and NowPow platforms for social services and/or organizations.

Chicago, Illinois, United States

• Managed direct reports with tact and compassion through a transition to a fully remote workflow and a 300% influx of customer requests in response to the COVID-19 pandemic.• Served as a subject matter expert on NowPow’s social service taxonomy on various cross-functional and customer-facing teams (i.e., providing context on region-specific services, data on program availability in a given area, etc.)• Successfully enabled direct reports to autonomously create and implement project and communication plans to automate ticket responses and closures.

Chicago

• Served as a subject matter expert on NowPow’s social service taxonomy on various cross-functional and customer-facing teams (i.e., providing context on region-specific services, data on program availability in a given area, etc.)• Successfully enabled direct reports to autonomously create and implement project and communication plans to automate ticket responses and closures.

Hyde Park, Chicago, Il

• Established first-ever formalized department-wide training programs and materials used by a consistently growing team of managers and over 40 associates (training materials remained in use following NowPow’s acquisition by Unite Us). • Guided the development of a new quality assurance dashboard (that remained in use following acquisition) for monitoring department productivity and adherence to department policies and procedures.

Chicago, Illinois, United States

• Managed all operational and staffing functions required to maintain rapidly growing region-specific resource directories through an extended period of significant company growth.• Managed ongoing partnership with the Greater New York Hospital Association (GNYHA) to support the ingestion, enhancement, and return of external resource directory data. • Led a team of managers through establishing and implementing department objectives, key performance indicators, and metrics.• Conducted performance evaluations, compensation reviews, hiring, disciplinary actions, and termination of team members while maintaining appropriate staffing requirements.

Chicago, Illinois, United States

• Conducted outbound cold calls and emails to verify social service organization and program information; served as the in-house trainer for new team members.

Chicago

Chicago

As Associate Artistic Director: works directly with the Artistic Director to oversee and support all aspects of artistic programming and production of No Stakes, foster creative relationships and plan, develop, and host all No Stakes fundraisers, live lit events, and staged readings. As Resident Dramaturg: works in support of the director, cast, and crew in a number of capacities, including researching into the themes, language, history, and criticism of a play and the period in which it takes place, gathering pertinent information on specifics such as the political climate or dramatic influences, and supplying said information and references to the cast and crew.

Chili'S, State & Ontario, Chicago

Greeting and seating guests, delivering premium customer service, answering phones, providing guests/co-workers with a clean, efficient work/dining space

General Maintenance, Cleaning & Organization, Landscaping

Bachelor'S Degree, Theatre

Activities and Societies: Acting, playwriting, dramaturgy, improv, devisingGraduated in 2014 with a BA in Theatre (concentration - Acting).

High School Diploma

No Stakes Assoc. Artistic Director Ian Michael James facilitates a conversation between Artistic Director Erin Shea Brady and Associates.