James Beesley Iii Email & Phone Number

Chicago, Il, Us

Hudson, Ohio, Us

Providing world-class consulting for payments product and support / operation excellence: Scaling global customer support teams at start-ups and scaling businessesHelping integrate CRM and Customer tooling (ie ZenDesk, Salesforce, HubSpot, FreshDesk, etc)Building onboarding and ongoing training programsCreating plans to monetize support structures through memberships and subscriptions

Built a successful recording studio from the ground up in two locations, later evolving into custom audio equipment design.Conducted profitability-cost analyses and yearly financial projections.Managed projects and handled design work for the studio.Proficient in Pro-Tools, Logic, digital recording, and analog tape.Leveraged skills in process management, peer-to-peer relationships, and interpersonal savvy to provide an excellent, affordable recording experience for local and national musicians.

Amsterdam, North Holland, Nl

Built and established a new team dedicated to global support strategy and scalable enablement.Led a global team of leaders, project managers, training specialists, quality assurance managers, and escalation program managers across multiple regions.Helped develop and leverage generative AI models to scale global training initiatives for new hires, ongoing skills development and quality assurance programs. Drove change across various leadership levels based on CSAT and NPS feedback.Managed internal tool transitions (Zendesk to Salesforce) and restructured global support teams.

Amsterdam, North Holland, Nl

Built and scaled our support organization of over 80 individuals across North America and LATAM establishing KPIs, OKRs and SLOs for the global support organization.Established global support programs focused on new hire training, ongoing training, quality assurance, career growth, and advancement.Developed DEI initiatives to diversify our teams and engage underserved communities globally, ensuring our teams reflect our city's communities.Built out Chicago tech hub into a key center for support, product development, and engineering in North America.

San Jose, Ca, Us

Product manager in the Braintree post-payments organization, specializing in chargebacks, disputes and payment funding.Collaborate with US and international banking partners to streamline dispute processes for merchants through the Braintree user interface and API.Lead initiatives to integrate Canadian processor disputes into our platform and upgrade data sources and ingestion for our primary banking relationship in the US.

Chicago, Il, Us

Led 20+ individuals across multiple teams and regions in the Braintree and PayPal organizations.Developed an Agile model utilizing the product development framework to balance support contacts, migrations, and development work. This included a Technology Roadmap, Discovery Phase, Development Phase, Launch, and Retrospectives.Managed and co-managed various projects and product initiatives, such as Fraud Protection, Dev Apprenticeship, ProdConf, Vault Migrations, GraphQL, and work with Merchant Identity.Created, developed, and facilitated a comprehensive 6-week, hands-on support training and onboarding program for new hires.Employed a "Servant-Leader" leadership style, fostering an environment that promotes individual responsibility and self-management.

Cupertino, California, Us

Completed Apple Retail Leadership Training, including Situational Leadership and Lominger Architect.Led teams in multiple stores to achieve market-wide consistency in culture and procedures.Facilitated scheduling changes for store teams to ensure stronger coverage during peak traffic.Developed employees using Lominger methods and one-on-one touch bases, fostering greater internal advancement.Built a platform based on peer relationships to enable effective communication with leadership.Spent two years mastering every aspect of Apple Retail Store operations and influence.Certified Apple Computer and Mobile Device Technician, providing exceptional customer support at the Genius Bar.

Bachelor Of Arts (B.A.), Arts, Entertainment, And Media Management

Associate'S Degree, Business Administration, Management And Operations

Education record