James Williams Email & Phone Number

Dumfries, Va, Us

Washington, District Of Columbia, United States

United States

Records Information ManagementReviewed File Plans and Procedure documents from 31 offices, to ensure project compliance and provided recommended actions.Produced Presentation for the Records Management Annual Evaluation for 2019.Developed Records Annual Report, meet with COR and other department representatives to meet project and contract deadlines for Pension Benefit Guaranty Corporation (PBGC), federal government client.Tracked project deliverables through Kanban board and bi-weekly scrum meetings.

Washington, District Of Columbia

Identified training gap in de-escalating situations with stakeholders and revised training material and standard operating procedures (SOP) with methods and procedures to improve handling of situations. Reduced quantity of calls unsatisfactorily resolved.Evaluated and determined eligibility based on program requirements and client needs.Documented phone call and email communications using CRM / Salesforce supporting Customs and Border Protection (CBP).

Virtual/Stafford, Va

Pioneered operations supervisor position, defining the roles and responsibilities Researched and investigated stakeholder complaints, escalating to the Department of Defense (DoD) client a recommended a plan of action Conducted 30 Quality Assurance (QA) audits monthly, analyzing and evaluating both qualitative and quantitative data to ensure effectiveness of program operations and Key Performance Indicator (KPI) compliance supporting MyCAA DoD financial aid program. Supervised, managed and developed team of 10 telework employees. Scheduled and monitored task progress to execute project completion Liaised between the primary and subcontractor companies for daily operations on contract deliverables, strategic planning, prioritization, metrics and organization. Demonstrated program performance levels to program and government leads through preparation and presentation of monthly deliverable status reports.

Ensured program compliance of more than 5000 of schools though outreach campaign, resulting in post-secondary schools receiving up to $4000 per student. Consulted on the development of on-demand webinar orientation training program for external stakeholders, ensuring consistent messaging with stakeholders on program procedures and policies with respect to MyCAA DoD financial aid program.

Outperformed colleagues, regularly surpassing the 95% call quality KPI threshold, recognized with promotion to Senior Liaison Educated prospective and existing school representatives on program services, procedures and policies supporting MyCAA DoD financial aid program.Performed program outreach activities to expand stakeholder relationships, provide sustained program engagement and support overall operations. Liaised with other departments concerning financial aid processing and program participation.

Arlington, Va

DOD Contract moved to The Bowen Group.Provided support to school officials and military spouses regarding Financial Assistance provided by DoD contract.Facilitated project that eliminated 3000 duplicate entries in the account management database increasing efficiency of the CRM SharePoint system.

Springfield, Virginia

● Interacted with clients to determine product needs. Processed loan and credit cards applications, opened/closed accounts, and created referrals for wealth, investment and mortgage services. Assisted approximately 40 clients per day at the teller window. Scheduled follow-up client appointments with senior bank staff.

Woodbridge, Va

● Instituted a large loyal client base and created a reputation for excellent customer service through personal commitment; to deliver quality product demonstrations tailored to client’s preferences and needs and immediately answering customers’ inquiries.● Surpassed monthly sales goal 8 times in a 12-month period by at least 20%, which received recognition for establishing the finest lead sheet in the district.● Performed customer account management, maintained in the customer Relationship management (CRM) database. ● Oversaw training of team members on company procedures, policy adherence, marketing products and communication with customers.

Recorded weekly lectures using Fostex audio deck/recorder with wireless amplifier and wireless lavaliere, utilized Final Cut Pro to add in photos, audio and record an introduction for each installment to produce a final product, published to the website.Produced a Public Service Announcement (PSA) and a commercial promoting the two Smithsonian Air and Space Museums

Master Of Business Administration - Mba, Business Administration And Management, General, 3.0

Relevant Courses: Innovation Through Marketing and Technology | Leading in the Multicultural Global Environment | Leading Organizations.

Bachelor'S, Digital Film And Video Production

Relevant Courses: Project Management | Marketing | Digital Media for the Web

Commercial And Advertising Art

Worked on General electives