James L. Email & Phone Number

Atlanta, Georgia, United States

Nashville Metropolitan Area

Greater Nashville Area, Tn

Lead the Continual Service Improvement program on the largest and most complex service desk accounts including a multibillion-dollar global aircraft manufacturing corporation with over 150 thousand end users. Had full responsibility for performing in-depth analysis at all levels of the business. Develop and lead innovations and improvement projects delivering millions of dollars in benefits to Dell and their customers on top of driving industry leading customer experience. ❖ Delivered over $200K to the customer and $100K to Dell yearly through redesigning and driving a contact reduction and CE focused change management process. ❖ Reduced monthly service desk contacts by 20% through demand management including a full-scale shift left initiative❖ Conceived and built an autonomous real time contact monitoring and analysis tool that predicts volume increases and sends automatic alerts permitting early preventative actions to be taken.

Greater Nashville Area, Tn

Highly recognized and awarded as the top team lead on the largest and most complex service desk account. Through my forward thinking coaching and improvement practices, I not only kept my team of 30+ agents at the top of the stack rankings, but more importantly I shared my tools and best practices with my peers and managers which drove goal and record-breaking SLA and KPI performance month over month across the entire account. ❖ Drove handle time reductions and first contact resolution increases equivalent to over $100K yearly through my development and usage of an automated coaching tool that transformed the way performance coaching sessions were delivered.❖ Ran an outlier management project that successfully converted over 90% of the lowest performing agents into top performers❖ Streamlined reporting for all leads and managers to provide key metrics and improvement opportunities in an easy and effective format resulting in team improvements across the board.

Greater Nashville Area, Tn

Led operations and strategic directions for the parts and service department of the largest Dodge dealership in the middle Tennessee district. Had full responsibility for a team of over 25 employees as well as revenue and bottom line margin performance for fixed operations. ❖ Increased team co-operation, and individual contribution resulting in increased monthly department revenue by 90%.❖ Maintained the highest customer satisfaction rating of > 93% and customer retention of >80% in the entire Southeast region ❖ Earned the distinction of ‘Elite Dealer’ and was awarded the Excellence in Customer Service award 2006 – 2009❖ Implemented a certified pre-owned vehicle program that increased service and parts revenue by $50K monthly and doubled the monthly volume of used vehicle sales.

Greater Nashville Area, Tn

 Implemented and managed active directory domain, DHCP server, DNS server, Wireless networks, and E-mail server for a network of 55 computers.  Upgraded network from Windows 2000 to Windows XP.

Private Pilot’S License, Aeronautics/Aviation/Aerospace Science And Technology, General, 4.0

Education record