James J. Email & Phone Number

Phoenix, Arizona, United States

United States

Tempe, Arizona, United States

Phoenix, Arizona Area

Operations Manager

Gurnee, Il

• Manage daily call center operations.• Develop and implement staff training and mentoring programs.• Implement customer quality procedures.• Resolve customer issues in a courteous manner.• Ensure that rules of conduct are adhered to during each call.• Monitor staff calls for quality assurance purposes.• Approve time off requests and prepare staff schedules.• Provide initial training for each new call center project.• Train and supervise other department managers.

Buffalo Grove, Il

• Responsible for the ongoing training and coaching of approximately 15 agents.• Retained customers through utilization of sales tools and techniques.• Logged all calls into computer system.• Responsible for interviewing, hiring, and corrective action.• Provided excellent customer service courteously and efficiently.• Responded immediately and accurately to all billing dispute inquiries.• Processed new service and saved accounts.• Tabulated and reported sales outcomes.

Antioch, Il

• Responsible for generating new sales and maintaining current customer data.

Greater Milwaukee Area

• Responsible for the ongoing training and coaching of approximately 15 agents.• Retained customers through utilization of sales tools and techniques.• Logged all calls into computer system.• Responsible for interviewing, hiring, and corrective action.• Addressed customer needs and outlined how continued use of services will fulfill their needs.• Adhered to previously approved script during calls.• Provided superb customer service courteously and efficiently.• Responded immediately and accurately to all billing dispute inquiries.• Processed new service and saved accounts.• Explained new services and products to existing customers.• Tabulated and reported on retention effort outcomes.

Rancho Cordova, Ca

• Responsible for the ongoing training and coaching of approximately 15 agents.• Retained customers through utilization of sales tools and techniques.• Logged all calls into computer system.• Responsible for interviewing, hiring and corrective action.• Addressed customer needs and outlined how continued use of services will fulfill their needs.• Adhered to previously approved script during calls.• Provided superb customer service courteously and efficiently.• Responded immediately and accurately to all billing dispute inquiries.• Processed new service and saved accounts.• Explained new services and products to existing customers.• Tabulated and reported on retention effort outcomes.

Rocklin, Ca

• Executed loan origination process, including ordering credit reports, appraisals, and title reports.• Analyze applicants’ financial status, credit, and property evaluation to determine loan feasibility. • Perform daily maintenance of the loan applicant database.• Adhere to all federal and state compliance guidelines relative to retail and commercial mortgage lending.• Carefully analyze documents and inform clients of missing items.• Routinely received Top Performer Award for ranking 1st in rate of closed loans.• Created financial analysis reports of commercial real estate borrowers’ financial statements, lease reviews and market research.• Determined appropriate rate locks, issuance of disclosures, overage, underage, and fee waivers.• Regularly exceeded quarterly sales goals by 10-20%.

Sacramento, California Area

Camp Pendleton, Ca

• Mentored and supervised the lives of 10 infantry Marines.• Maintained over $3 Million dollars in High Mobility Multipurpose Wheeled Vehicles.• Responsible for over 100 pieces of serialized gear, to include weapons, optics, and communication systems.• Coordinated daily patrols to ensure the safety of fellow marines and Kuwaiti citizens.• Encouraged marines to better themselves by completing military academics.• Daily physical training conducted to maintain physical fitness and appearance.• Briefed and educated the new unit that relieved us from Kuwait on the area of operation and familiarized them with on the job training.• Received commendation from Kuwaiti president and Armed Services medal during Operations Desert Storm.