James Blair Email & Phone Number

Cleveland, OH, US

Willoughby, OH, US

As the Head of Product and Strategy at a leading ATS/CRM software company, I drive product innovation, growth strategies, and cross-functional collaboration to deliver cutting-edge solutions for recruiters and staffing professionals. My role centers on leading product development initiatives from concept to launch, ensuring seamless integration of new.

Willoughby, OH, US

• Led the development and execution of the Customer Success vision and strategic plan, focusing on driving product adoption, ensuring a positive customer experience, and aligning product implementation with client.
• Created and implemented new Customer Service phone protocols, KPI's and best practices. These new initiatives and goals reduced our Queue call abandonment rate from 9.8% in Q1 of 2023 to 1.27% by Q4 of 2023. The.
• Led our amazing Customer Success Organization, comprising of teams from Customer Success, Customer Onboarding and Service, and Tech Support.

Willoughby, OH, US

• Provided virtual and on-site consultation and implementation of ATS and CRM software, add-on products and partner Integrations.
• Built and maintained relationships with clients and provide 1:1 meeting, personal strategy sessions and new feature walkthroughs through weekly, monthly and quarterly business reviews.
• Developed and deployed an internal Customer Success program (including KPI's & Success Metrics) to optimize clients' attainment of their recruiting and HR business objectives, streamline the Time to Value process, and.
• Worked closely with Support, Sales, Marketing and Development to develop new product solutions, as well as create more effective marketing campaigns and provide stronger customer support.

• Directly focused on strategic planning, process improvement, project management, budget and inventory management, customer relations, and workforce management.
• Reduced operating costs and shrink percentage by introducing, implementing, and monitoring a new Inventory Management system.
• Improved service fleet management, response time and cost using management analysis to improve vehicle routes, track and reduce preventative maintenance, assure vehicle inventory was properly stocked and calculate.
• Delivered products of consistent quality and value to customers by working directly with vendors on cost, delivery, and production issues.
• Developed, established, monitored, and measured new Key Performance Indicators and Standard Operating Procedures leading to an increase in on-site and in-office accuracy and efficiency as well as a reduction in time.
• Enhanced operations with new and improved procedures targeting underperforming areas and systematic weaknesses, this has led to a consistent net profit increase since 2018.

Mayfield Village, OH, US

• Oversaw work of 30 employees each day, monitoring activities and assigning tasks to cover demands in a fast-paced work environment.
• Wrote and presented monthly performance coaching evaluations and annual performance appraisals.
• Identified workflow issues and created more effective operational efficiency through a new more collaborative team management process.

Mayfield Village, OH, US

• Licensed Adjuster.
• Contacted outside parties to appropriately pay inbound subrogation demands and negotiate a final settlement.
• Managed inventory and resolved property damage subrogation claims with attorneys, internal and/or external customers, and insurance companies.
• Gathered the pertinent facts that support Progressive's argument and/or that refute the adverse party's argument.
• Researched and created detailed arbitration responses for both liability and damage disputes with other insurance companies.
• Evaluated files for the final course of action based on facts of loss, collectability, and the balance of the claim.

Mayfield Village, OH, US

• Assisted with all areas of subrogation including litigation, property damage and liability arbitration, insured collections, uninsured collections, and inbound subrogation.
• Researched and created detailed arbitration responses for both liability and damage disputes with other insurance companies.
• Provided negotiation and arbitration rebuttals for Michigan Pip litigation attorneys.
• Wrote Quality Assessment Reviews’ for, and provide constructive feedback to remote arbitration representatives on their arbitration filings.
• Completed file triage for all specialty and business files, including but not limited to: Florida no bodily injury, fraud/misrepresentation, SR22, vandalism, minor and pedestrian claims.

Mayfield Village, OH, US

• Managed all aspects of complex litigated claims, including coverage determination, investigation, documentation, evaluation, strategy, and resolution.
• Managed relationships with legal counsel in a joint effort to protect the insured’s interests and exposure in litigated cases as well as settle claims filed against claimants.
• Maintained up-to-date technical documentation of legal and regulatory information for over 1700 claims.
• Negotiated with participants in litigation, including other counsel, customers, other corporate entities, private parties, legal entities, etc.
• Leader of a mentor Program for remote location reps - Provide training and feedback on file reviews.

Mayfield Village, OH, US

• Worked Business and Specialty codes, monitored, and recorded the trends of each specialty code.
• Assisted litigation in backlogged files.
• Trained and onboarded new hires for the Subrogation collector senior position.

Mayfield Village, OH, US

• Identified problem claims and recommend their disposition.
• Negotiated with claimants or third parties an appropriate resolution of insurance claims pending against them.
• Prioritized and documented all activities for recovery.
• Reviewed claimants financial capabilities to ensure all possible avenues of recovery have been examined.
• Utilized time and project management skills to complete written strategies that created a more efficient and effective approach to several job responsibilities in a constantly changing work environment.
• Onboarded and trained new hires in the UM department.

Grapevine, Texas, US

• Provided top-level customer service: promptly greeted customers, responded to customer concerns quickly, effectively and courteously; aligned customer needs with GameStop product and benefit solutions; recommended.
• Scheduled store associates to achieve optimum customer service levels, and delegated store tasks to ensure proper completion in an environment that puts the customer first.
• Provided timely and appropriate feedback to all store associates concerning performance, including daily coaching, conducting performance coaching discussions as appropriate, and writing and presenting annual.
• Recruited, hired, assessed, developed, and retained people committed to outstanding customer service, leading to our team's store performing in the top 10 of over 2800 locations
• Protected company assets through effective inventory control and loss prevention practices.
• Lead store associates in exceeding sales, profit and shrink goals.

• Planned, monitored and maximized retail budget and product inventory, purchasing and sales.
• Addressed customer needs by immediately resolving conflict and inspiring long-term customer relationships.
• Gained experience in inventory control, daily profit books, customer records, store opening/closing, register breakdown and merchandising.