James Gresham Email & Phone Number

Greenville, South Carolina, United States

Evaluate and restructure 5 separate inbound and outbound call center departments ranging in size from 5 to 200+ - leading to a direct increase in employee retention and greater staffing efficiencies.Develop and implement new processes and procedures for hourly employee time entry system. Evaluate, redefine, and disseminate hourly employee attendance policy.Develop a standardized process for forecasting company sales, sales timelines, and IT integration timelines to better forecast… Show more Evaluate and restructure 5 separate inbound and outbound call center departments ranging in size from 5 to 200+ - leading to a direct increase in employee retention and greater staffing efficiencies.Develop and implement new processes and procedures for hourly employee time entry system. Evaluate, redefine, and disseminate hourly employee attendance policy.Develop a standardized process for forecasting company sales, sales timelines, and IT integration timelines to better forecast staffing requirements for call center operations. Create and maintain new workforce management department SOPs.Conduct work simplification, cost benefit analysis, and measurement studies across all call center departments to lower time on task and improve operational efficiency. Show less

Carmel, Indiana, United States

Operational manager overseeing up to 75 employees and managers in 2 locations; Carmel, IN and Knoxville, TN. Created call center handbook, developed new process for employee sales bonus structure, tracking and reporting for 5 different departments within the call center – which contributed to a 40% call center sales growth. Head of Workforce Management Team.*2019 Renewal by Andersen Call Center Supervisor of the Year. *Selected to attend top performers retreat in Jamaica, January… Show more Operational manager overseeing up to 75 employees and managers in 2 locations; Carmel, IN and Knoxville, TN. Created call center handbook, developed new process for employee sales bonus structure, tracking and reporting for 5 different departments within the call center – which contributed to a 40% call center sales growth. Head of Workforce Management Team.*2019 Renewal by Andersen Call Center Supervisor of the Year. *Selected to attend top performers retreat in Jamaica, January 2020. Show less

Indianapolis, Indiana, United States

Developed a new process for creating, tracking, and reviewing contract audits between a; fortune 500 company, state governments, and subcontractors resulting in 100% audit acceptance. Led contract review, audit preparation, audit process and completion. Developed and re-worked existing remediation process to meet compliance acceptance.Created a new audit process for all parties to follow that allowed for planned technology and scope changes from the client.Change Control Manager –… Show more Developed a new process for creating, tracking, and reviewing contract audits between a; fortune 500 company, state governments, and subcontractors resulting in 100% audit acceptance. Led contract review, audit preparation, audit process and completion. Developed and re-worked existing remediation process to meet compliance acceptance.Created a new audit process for all parties to follow that allowed for planned technology and scope changes from the client.Change Control Manager – Selected to oversee transition to steady state (ensure change control process compliance). Show less

Indianapolis, Indiana, United States

Lead integration manager for new clients. Managed thirteen clients and forty direct reports. Account Management: Primary point of client contact for SoW addendums, new opportunities, overall client satisfaction, and retention.Service Desk Operations Management: Defined call center policies and procedures. Managed all call center personnel; performance plans, scheduling, hiring, and terminations. Developed and presented client and internal metric reporting. Analyzed reporting to more… Show more Lead integration manager for new clients. Managed thirteen clients and forty direct reports. Account Management: Primary point of client contact for SoW addendums, new opportunities, overall client satisfaction, and retention.Service Desk Operations Management: Defined call center policies and procedures. Managed all call center personnel; performance plans, scheduling, hiring, and terminations. Developed and presented client and internal metric reporting. Analyzed reporting to more efficiently manage resources and queues, ensuring that contractual commitments were met. Show less

Indianapolis, Indiana, United States

Customer Service Center development for an insurance software company in start-up mode. Defined call center policies, procedures and reporting requirements. Created a Customer Care Standard Operating Procedures manual.Client primary technical point of contact for all software related troubleshooting. Conducted on-site and remote training.