James Claflin Email & Phone Number

Lehi, Ut, Us

Lehi, Ut

United States

• Directly Manage 8-10 L2 managers and 145 - 180 frontline associates • Coach/develop/train L2 managers to lead their teams with full ownership• Manage various projects for my site that drive key business initiatives, including Shrinkage/Absenteeism, New Manager Onboarding, All Resolution Cost metrics, and Replacement Parts.• Own my Site’s Absenteeism by automating reporting to assist Senior Leaders and Director oversight and develop a system for L2’s to better manage their employee's absences/tardies.• 2nd Place Manager II in performance KPI’s for the entire Nation in 2022, consisting of 6 service locations, and over 30 Manager II’s• Major driver in sites eNPS/culture/inclusivity by servant style leadership and caring candor

Orem, Ut

• Manage a team of 16-18 Customer Service Representatives• Consistent top performer (Top 6% of Wayfair Q3 QTD / Number 1 for Orem Q4 2019)• Proven track record of taking low performing SSC’s and motivating/developing/coaching them to become excellent high performing individuals• Provide insight and collaboration in leadership meetings• Foster a work environment where employees feel important, that their career is a focus, and that they love where they work• July 2020 Manager of the Month - Orem Site• Provide extensive coaching and counseling to assist consultants in meeting customer satisfaction, resolution targets, exceed customer expectations and build customer loyalty• Interview and hire the right candidates that will be a great fit to join Wayfair

• Directly manage 13-18 technical support specialists.• Responsible for the development, analysis, and improvement of new strategies for customer engagement • Develop, set goals and make plans for the team that assist department goals • Assigning and coaching senior representatives to handle escalated customer phone calls to provide a stellar customer experience • Create and distribute service agreement addenda in accordance with department policy • Regularly coach team members in order to help them improve job performance and meet goals and standards • Identify, monitor, and articulate reporting requirements that are key indicators of success • Interview, train, and motivate employees • Planning, assigning, and directing work, rewarding and disciplining employees, and effective conflict resolution • Promote an employee-centric culture that encourages employee satisfaction and engagement • Responsible for managing the overall performance of the team • Manages all team members’ time off and leave requests with support from management and HR representatives

Lehi, Utah

Manage 12-15 Technical Support representatives.Conduct 1-on-1’s, weekly team huddles, coachings, and disciplinary actions.Mentor new peer managers and ensure consistency in management processes.Work with the Marketing team and personally handle poor Google Reviews from customers.

Lehi, Utah

Answer incoming customer phone calls regarding technical problems with the Solutionreach platform and accompanying database synchronization software. Troubleshoot potential problems and rectify existing problems while utilizing an in-depth knowledge of Solutionreach software along with an in-depth knowledge Windows OS and its utilities. Provide additional support in a wide variety of customer facing issues including training and installation.

Sheridan, Wy

Install and repair Canon and Kyocera copiers and multi-function devices. Cover a service territory of hundreds of customers. Maintain a four-hour response time to all service calls. Manage a personal inventory of over $25,000 in copier parts. Keep good relationship with customer and ensure proper customer service. Install print drivers, setup scan folders and network paths on customer computers. Work with customer IT staff and coordinate proper printer server setup, proper SMTP, DNS, and other network settings on copiers. Troubleshoot network issues such as ports being blocked, firewall settings and improper network settings. Resolve any network, e-mail, or computer related questions and problems when other technicians are unable to do so.

Riverton, Wy

Install and repair Canon and Kyocera copiers and multi-function devices. Install print drivers, setup scan folders and network paths on customer computers.