James Ference Email & Phone Number

Greensburg, Pa

o Reported directly to Vice President of Financial Solutions on all matters related to Engagement Center operations.o Directly Managed 6 Client Service Supervisors with staffing of 50 Client Service Specialists in an in-bound call center.o Leader of Production Management: Led change to re-align staffing based on service levels, which helped increase client satisfaction. o Responsible for all staffing concerns, which includes but is not limited to: hiring and maintaining appropriate staff levels to ensure client satisfaction is exceeded, coaching and developing of employees, Employee Appreciation and Engagement, all other HR related matters, etc…o Increased staffing levels and staff retention by 15% within my first 90 days.o Operational Accountability- Responsible for all Engagement Center Operations from Call Center Metrics such as handle time and abandoned rate to office supplies. o Abandoned Rate decreased from 30% to less than 5% in my first 120 days.o Implemented usage of Citrix reporting for daily and weekly analysis of Engagement Center Service Levels, Leadership Reviews, and Employee Performances.o Initiated Community Outreach and Business Development Program to increase Employee Satisfaction through local merchant discounts.

Pittsurgh, Pa

o Directly managed up to 4 Recruitment Managers and 4 Financial Aid Managers with staffing of 60 Recruiting Personnel and 30 Financial Aid Officers.o Worked in a forward thinking educational based call center environment to assist students regardless of socioeconomic circumstance to achieve their educational and career goals.o Leader of Change Management: Led change in formatting and review of financial aid plans. Also led major organizational change to assist with the division of labor and specializing in student retention.o Supported and coached entire staff to achieve zero compliance violations for 2015-2016.o Exceeded Recruitment goals for 8 consecutive quarters.o Successfully drove Accounts Receivable and Bad Debt Goals to meet company standards for 8 consecutive quarters. o Instrumental in the implementation and customization of Avaya call center reports for the schools associated with EDMC.o Facilitated operations within the organization to streamline Student Retention process.o Launched an innovative funding program: DEEP (Direct Educational Expense Packaging), which paved the way for Graduation Grant and current Academic Achievement Grant.

o Recognized for exceeding company records for student recruiting and students financially prepared for class.o Developed and trained staff for managerial roles.o Launched Digital Text and Resource Fees along with other successful projects.

o Built and negotiated compliant financial aid awards.o Built strong relationships with students and internal customers.

• Call Center Executive Tier Supporto Managed a team of 25 Customer Service Technicians.o Audited replacement equipment requests and sales orders to assure order accuracy.o Maintained top 10% sales tier.• Confirmation Departmento Oversaw a team of Customer Service Representatives.o Built customer relations.o Overlooked work orders to verify accuracy and compliance with the company protocol.o Made customer calls to ensure customer satisfaction.o Top 3 employee out of 800 in total sales.•Customer Service Representativeo Trained new hire employees.o Developed relationships with customers.o Created work orders.o Received Customer Service Awards and Quality Achievement Awards for customer service.

Finance Managero Doubled Sales within the service department by implementing a solicitation program to other dealerships.o Developed Accounts Payable and Receivable policies and practices.o Created partnerships with different lenders to increase options for customer financing.Sales Representativeo Car saleso Top salesman 18 out of 24 months prior to being promoted to Finance Manager.o Created strong relationships with customers and other dealerships.

Bachelor Of History; Bachelor Of Philosophy; Associate Of Political Theory

Activities and Societies: Fraternity Phi Alpha Theta (Honors Fraternity)

Bachelor’S Degree, History And Political Science

Activities and Societies: Honors Fraternity- Phi Alpha Theta