James Long Email and Phone Number

• Direct team of up to 25 CSRs to exceed service expectations• Initiate actions to insure optimal response times and service levels; handled escalated matters; approved credits• Analyze team and individual statistics; prepared reports; devised and implemented incentive programs to improve stats while maintaining quality assurance• Provide performance coaching and implemented strategies for career development• Train team and peer supervisors on new products and policies• Provide solutions to routine banking problems, as well as ongoing instruction• Utilize Access to create, update, and maintain accurate and detailed databases and maintain queries, reports and forms• Create and maintain Excel databases used center wide to enable instant access to current employee statistics• Perform interviews for positions within the company

• Maintained excellent client relations and service based on outstanding communication, technical efficiency and problem solving skills• Performed hardware and account setups for new and existing customers• Trained and assisted users with hands-on troubleshooting of workstation equipment and peripherals• Performed all aspects of customer support, including answering telephones, coordinating special promotions, and providing details for products and services• Investigated and resolved complaints through grievance process• Easily establish rapport with people of all ages, cultures, and beliefs• Resolved billing questions and disputes, initiated customer calls, and performed data entry• Troubleshot and resolved desktop, network, and systems issues• Reported on common problems and complaints, escalating network-wide troubles to Lead Technician• Designed and implemented an internal web page in order to centralize information and tools relevant to specific job functions• Trained support personnel and made significant contributions in numerous departments, including L&P, customer support, and technical support• Handled inbound sales duties, including order entry processing and fulfillment• Logged trouble tickets for users

• Supervised and motivated twenty highly trained Marines• Responsible for maintaining performance and training records• Conducted weekly inspections and training for First Platoon• Organized monthly events celebrating ethnic heritage• Selected as the equal opportunity representative within Company H MARSPTBN to help educate and implement EEO policies and procedures• Conducted monthly training for 120+ Marines on EEO policies• Managed a team of eight intelligence analysts and reporters in a highly technical job field, dealing with sensitive material vital to national security interests.• Responsible for maintaining performance and training records• Selected to work on a national level as a subject matter expert, assisting customers and collaborating information for complete analysis of target• Recommended courses of action by providing technical analysis for briefings and reports• Extensive use of Sun Microsystems and Governmental proprietary software packages