James Carroll Email & Phone Number

Phoenix, Arizona Area

Senior Call Center Manager (CCM): Responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the client experience. Tactical emphasis is on quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, high conversion rates, utilization,acceptable turnover, and financial performance. Main goal is executing the vision for operations insuring the Call Center meets client and the organization's needs.

Phoenix, Arizona Area

Agent Performance Manager (APM): Responsible for building and developing agent teams to ensure successful execution of client projects by effectively supervising and coaching calling agents and managing the acquisition and retention of needed skill sets. APM continuously monitor agent performance, assess training and developmental needs, and work with agents to ensure continuous improvement of their ability to successfully handle campaign calls, and achieve campaign metrics and results.

United States

• Teaching sales techniques to Wireless Advocates and AT&T employees in order to increase the sales numbers within each specific location. • Ran effective training meetings and workshops focusing on product knowledge and implementation in real life situations.• Put in place effective marketing strategies to better impact the different demographic of consumers within the locations in the South West region. • Consistently communicating with every individual within the districts in order to set each location up for success when new employees are brought on board, creating an efficient system.

United States

Manager for 8 independent and remote product Specialists who supported Wireless Advocates Kiosk located within Costco locations throughout the Western United States. Primary focuses include (but are not limited to) exceeding sales goals, improving quality metrics, and properly representing the client brand at all times. Instituted business practices in order to increase the perceived value of the team. Realigned territories to reduce travel costs, improve the frequency of support, and to provide a fresh start to different members of the team.

United States

- Subject matter expert on the DIRECTV product.- Apply effective on-the job coaching techniques to enhance performance levels in support of business needs.- Manage sales training curriculum for domestic and international based AT&T and DIRECTV sales call centers.- Design, develop and facilitate measurable training that contributes to the increased performance level of employees, using company specific software.- Build strong relationships with senior leadership, center managers, sales coaches and call agents.- Partner with senior leadership to develop advanced sales strategies to increase year over year performance.- Assist training organization in facilitating classroom-style and web conference trainings when additional resources are required.

Portland, Oregon Area

Responsible for account management of complex network and hardware business accounts invoicing $3,000 to $90,000 annually Proactively visit account base on a quarterly basisGrow existing account base and renewal of contractsIssue service orders for moves, additions, and changes for the customers in a timely mannerPerform billing reviews with the customer to ensure all billing is correct on a quarterly basisKeep churn levels below 1%Continual education on all Integra products and where they would be applicableListen to the customers needs and make solutions based offers when applicableRemain on call for the customer when service issues are present 24/7Work with provisioning department to ensure all orders placed meet the customers expectationsFollow up on all repair issues to ensure the customer experiences minimal downtime Keep customer informed of any anticipated service issues or preventative downtimes planned Attend weekly meeting with manager and peersPerform site visits to gauge customers needs

Portland, Oregon Area

Receive inbound residential customer care calls for sales and service requests as well as billingProvide ongoing coaching and developing of newly hired sales consultants as well as seasoned ones improve and exceed efficienciesImprove customer satisfaction scores which were measured by the company as well as the stateCross train in multi regional ordering systemsAttending monthly team meetings Also attending monthly trainings as product catalog and technologies change Handle reason for customer call on a one call basis and up sell at the same time where applicableFill-in sales coach for teams of 18-20 reps each of which there were 9 teams