James E Mcpherson Email & Phone Number

Dallas/Fort Worth Area

Provide help to Patients, Employers,Employees,Insurance Providers, Workman Compensation providers,navigate through the medical billing process.

Pensacola, Florida Area

Contact and counsel delinquent members to cure delinquency.Utilizing all payment options and loss mitigation tools offered by Navy Federal. Control delinquency on Consumer/Credit Card loan accounts.

Grand Prairie, Tx

Customer Service Supervisor– Grand Prairie,TX.Job DescriptionSupervises 10 Customer Service Representative in every aspect of their daily duties. Ensure that customers are retained, satisfied, and their needs are fulfilled.Continuously trains, coaches, and mentors employees on how to deliver the best customer service possible.Focal for major incidents that cannot be resolved by Customer Service Representatives and Warranty Dept.Isolate and identify any training needs or deficiencies.Identify any training gaps and implement plans to track improvements.Works directly with Management on Customer Service initiatives.Create and deliver performance review of 10 employees.Responsible for all new hire training.Focal for Mitel or other phone operating systems.Provide direction in obtaining appropriate levels of Call Center metrics : on hold times, hang up percentage.

Lewisville,Tx

Quality monitored of the Guatemala near shore call center agents, for a successful transitioning of all aspects of the call center.Provided objective feedback to the agents and managers, along with detailed solutions and tips on how to correct any areas that may need improvements.Analyzed trends and made process improvement suggestions, to managers and leaders.Subject matter expert for the quality assurance team and Guatemala near shore call center agents.

Lewisville,Tx

Subject Matter Expert on the floor for all phases of call center.Help develop the first call-script for call center, and did on-going analysis of call-script adoption, with real time improvement feedback.Directly infuence increased call script adoption rate from 15% to 19%.Trainer for contract and full time employees on processes, procedures and phone etiquette.Maintained quality control/satisfaction by call monitoring to improve customer service.Provided "train the trainer", new hire/contracts training, for transitioning of call center to Guatamela.

Lewisville, Texas

Managed Customer calls effectively in a complex fast-paced call center environment,using call forecasting and capacity planning to meet the challenge.Develop and prepared reports and communications for senior management and customers.Develop and conducted performance reviews for all call center agents.Elevation focal on the floor, for customers complaints.*First agent promoted to manager.*Consistently help agents drive a low abandon rate,< 5%.*Consistently achieve a customer satisfaction survey rate, > 92.5%

Lewisville, Texas

Assisted in addressing customer issues, which have been received, via phone, mail, fax, or email. Process request for purchase order pricing, Buyout quotes, account summaries, provide copies of documents to customers, via email, fax or mail. Processed address change requests. Moved equipment, from one customer account, to another. Call center subject matter expert. Many awards received, for excellent customer service.

Bachelor'S Of Science , Business, Business I.T. Management

Associate Of Arts (Aa), Business Administration And Management, General