James Bata Email & Phone Number

Tulsa, Oklahoma, United States

• Managed the Customer Satisfaction program improving the NPS results 8.4% over the first year
• Worked with the Global Service Team on the strategic effort to enhance the customer self-service platform minimizing customer frustration and yielding a reduction of call volume by 4.9%
• Managed outsource call partner relations for maximum performance and quality
• Refined existing support processes and procedures, reducing the time it takes a technician to resolve a request, resulting in improved customer retention and loyalty
• Personalized the technical support journey for customers to differentiate between customer training issue and true tech support requirements
• Drove and measured support outcomes and effectiveness within the assigned geographical region

Responsible for developing and leading a Customer Care team in the Wholesale Industry to promote and drive a culture of caring, curiosity and sales excellence. Coordinated a seamless integration of the Care organization with all support groups within the company consisting of Sales, Merchandising, Marketing, Finance, Inventory Planning/Purchasing.

Responsible for developing and leading a Sales and Customer Service organization to promote and drive a culture of sales excellence, effectiveness and efficiency. Balanced the client expectations and the team performance through effective communication and organized process improvement initiatives.

Developed, implemented and motivated a customer service sales team of 120 agents for the Salesgenie.com division in Omaha Nebraska. Accountable for financial performance and excellent customer interaction for a customer base of over 20,000 users.

Headed a sales division in Omaha Nebraska selling to the SOHO market throughout the United States. Measured on meeting and exceeding monthly and annual revenue objectives

Client relations for outbound efforts for Comcast/AT&T Broadband. Responsibilities include supervising and collaborating with the Account Management team to provide continuous client support to sixteen markets nationwide.

Directed a results-oriented account team in addition to supporting multiple Center Business Managers for Fortune 500 Financial, Insurance and Telecom clients