James Freeman Email & Phone Number

South Jordan, Ut, Us

Leading a team of dedicated engineering professionals in the client enablement space working with internal teams to support critical payment policy management application adoption by our external clients. We are providing strong quality assurance support to "shift left" production issues while also resolving issues during testing and post-implementation as tier II support. We are also building tools to support automation and self-service based upon client experience, lessons learned and feedback. With a strong emphasis on continuous improvement, we look to increasingly excel towards high performance and customer satisfaction.

Reporting directly to SFP leadership, supporting the audiobook production of the book "Generations 2: The D.C. Gambit". Serving as Project Manager to optimize project planning / execution, communication, end-to-end process, team culture and project product outcomes. Facilitating visibility, work flow and team coordination as agile leader & Kanban lead, especially streamlining iterative process to achieve clarity and maximum throughput.

After being laid off due to organizational changes in September 2022, made time to take a sabbatical to focus on my family and determine career focus for my next role. With renewed vision, I'm ready for my next opportunity to leverage skills in technology, team building, high-performance culture and vendor management. Always known to be a motivated individual, I am excited to re-enter the workforce in IT management.

Indianapolis, Indiana, Us

Served as Program Manager, Chief of Staff, interim Production Support Manager and Kanban Lead for Contact Center Technologies team driving efficiencies through process optimization, special projects / programs, complex technical execution, team culture optimization, official / unofficial talent mentoring, executive strategy, planning and communications. Received two Values in Action awards for ‘Accountability’ as well as 12 IMPACT awards. Served as CO lead for Veterans of Anthem. • Directed 3 internal and 6 vendor teams to successfully build WellPoint Military Care contact center for TRICARE bid on time and budget. Developed a 5-year, $50M organizational plan. • As VP's Chief of Staff, drove organizational efficiency and effectiveness, defining MVV, strategy, executive communications, special projects, team structure, and process improvement for sustained outcomes. • Transformed performance-challenged team with mission to resolve complex production issues within SLAs as per stakeholder prioritization. Partnered to build strong, trusting team culture, empowering engineers to pull work according to capacity. Team became one of the highest performing, resolving all backlogged issues in 9 months. • Led Intake team tasked to triage, clarify and prioritize all work for entire contact center, optimizing workflow / process through new, integrated, data-driven intranet interface while increasing quality of work requests, ensuring proper prioritization and reducing overhead needed to move work to execution (resulting in savings).

Indianapolis, Indiana, Us

Influence / Servant led cross-functional teams, optimizing culture resulting in high performance, productivity, and value delivery on complex, risk-filled, and executive-facing projects. • After a 2014, 3-month call center outage, collaboratively led the team in architectural and engineering overhaul of contact center technologies to ensure stability, scalability, geo-redundancy, and fail-over, resulting in zero outages despite higher 2015 volume peak and executive recognition. • As Production Support Lead, directly managed team operations including production outage and resolution, business escalations, and optimizing processes for efficient execution, which lead to enhanced customer satisfaction and shift-left incident reduction. • Completed Leading SAFe® course, became Release Train Engineer & Scrum Master certified. Supported agile transition, helping to design release train & team ceremonies.

Indianapolis, Indiana, Us

Provided matrixed management and mentoring of project and program team members for high-priority / profile / risk commercial projects. Facilitated cross-functional strategic collaboration, risk mitigation, status planning, tracking and reporting. Partnered with leadership (up through VP level) to drive to the completion of specifications. Volunteered for several CI / process optimization efforts, providing both leadership and value-add contributions.Drove robust program specifications to win the GA SHBP contract and meet related obligations for a 650K+ member new client. Successful execution and significant accolades.

Indianapolis, Indiana, Us

Managed software, data and infrastructure / engineering projects and initiatives throughout their lifecycle to the success in tactical / strategic goals and leadership satisfaction. • Led $2M+ project for a major, successful Life and Disability health care software application conversion from an IT perspective. • Managed, architected, upgraded and maintained 100+ user internally-developed, n-tier, highly-scalable, object-aware software system with integral stakeholder collaboration.

Plano, Tx, Us

Collaborated with stakeholders to plan and execute solution changes, automating manual processes and creating a temporary business solution after a critical system crash. This temporary solution allowed captured data to be easily imported back into the production application once it was restored. • Successfully executed critical projects, saving the company time and money. Achievements include transforming technical processes into user-friendly interfaces, streamlining automated client data programs, and rapidly deploying temporary applications after system failures to ensure uninterrupted business operations. • Performed all functions of SQL Server development, data analysis and some administration; automated reports, error checking and data extractions and performed data analysis.

Bachelor Of Arts - Ba

Pathways To Leadership Certification, Organizational Leadership

Front Line Leadership Fundamentals Program, Organizational Leadership

Certified Release Train Engineer, Safe®

Associate Of Arts (Aa)