James Mcneely Email & Phone Number

Worked with a small team responsible for the performance and relationship of international 3rd party vendors supplying frontline customer service. Worked primarily with company executives, site directors, senior managers, and business intelligence teams to understand and improve performance. Responsibilities split 50/50 between supporting the internal team with reporting and analysis to understand and drive performance, and mentoring 3rd party BI teams to provide quality data and analysis to their local site leaders.

Directly managed team of 3-5 Sr. Analysts, and a smaller 7 person Customer Resolution team along with their direct leader. Senior leadership position within a call center environment, worked closely with the site Director and Senior Managers to identify and correct performance issues by understanding and communicating areas of opportunity identified by my team. Created and managed projects to fulfill this goal, created and implemented team vision and deliverables, dealt with interpersonal/HR issues, prepared reporting and analysis for weekly/quarterly business reviews at the VP level.

Cross-functional position responsible for frontline readiness, corporate<>on-site communication, and business intelligence. Product, procedure, and policy SME, 4th tier escalation support, reporting and analysis, development and implementation of tools for frontline leaders.

Hybrid frontline/back-office role. Managed relationships with T-Mobile's strategic business partners, working with companies' telco managers to ensure functionality and accuracy of company-provided phone services. Mixture of phone and email requests, ranging from account maintenance to recurring and ad-hoc reporting.