James Richardson Email & Phone Number

Scottsdale, Az

In my current role I help small businesses succeed by providing a well-rounded insurance benefits package to their employees. Primary responsibilities include: • Preparing insurance renewal presentations and strategy for small business clients• Servicing an average of 45-50+ clients per month• Quoting medical, dental, vision, life, and disability insurance for clients• Identifying opportunities for upsells and revenue drivers• Power user of Trinet HR (formerly Zenefits) • Familiar with other HRIS platforms including Rippling, GoCo, Gusto, Employee Navigator• HIPPA compliance• Quality assurance and data integrity• Troubleshooting errors and offering solutions • Partnering with management, developers, programmers, and other key stakeholders to represent our department's needs for Microsoft Dynamics CRM programming, upgrades, etc.• Leading training sessions on Dynamics CRM• Documenting department best practices; writing and designing instructional guides

Tempe, Az

• Providing superior service to clients of Zenefits• Designing packages of medical, dental, vision, life, and disability insurance coverage based upon client needs and budget • Consumer-directed healthcare considerations including FSA, HSA, and commuter benefits• Running open enrollment for clients • Developing communications (spreadsheets, PowerPoints, emails) to showcase Zenefits and partner products and services• Power-user of Salesforce.com • Being a subject matter expert in navigating, servicing, and selling the Zenefits HR Suite• Assisting clients with human resources issues including paid time off, compliance, hiring, terminating, payroll, and insurance benefits enrollment• Building relationships with insurance companies and key external stakeholders• Helping to build the Super Small Business (SSB) Team service model and strategy – realizing efficiencies and streamlining processes for our smallest (<25 lives) clientsKey Accomplishments:• Life, Accident, & Health licensures (AZ resident, non-resident licenses in all 49 other states, plus Washington, D.C.)• Continuing education certifications (Ethics, Benefits Account Manager, ACA, HIPPA, Consumer-Directed Health, Life & Disabilty Basics)• First in the organization to sell and implement an Aetna Funding Advantage level-funded medical policy• Exceeded goals for client satisfaction scores

Scottsdale, Az

This was an opportunity to apply my background and experience at a local non-profit that supports child welfare. In this temporary role my accomplishments included:• Designing and writing communication pieces (brochures, postcards, etc.)• Assisting with marketing efforts (collateral, events, social media, etc.)• Vendor and donor relations - Salesforce.com• Planning special events for recruitment efforts, community awareness, and volunteer appreciation• Procuring donations, maintaining inventory, distributing tax information• Recruiting staff (paid) and volunteers

Tempe, Az

This was a continuation of my legacy Sales Support Analyst role with US Airways. US and American Airlines successfully completed their merger. However, combining two airlines doesn't happen overnight. As we worked to provide a seamless customer experience, my main objective remained the same: delivering top-notch support to our front-line Sales/Service Managers. • Subject matter expert on all things US Airways—especially to my new American Airlines colleaugues • Use and knowledge of airline reservations systems including QIK CHK over Sabre and Shares• Project management during integration • Research, documentation, and resolution of high-value client service issues• Customer relationship management in Salesforce.com• Frequent flyer program and customer retention• Tactful interaction with members of the Media and administering the Media Bags program on Legacy US Airways platform• Mass data cleaning and validation projectsManaging and improving the Phoenix Client Engagement Program:• Handling and accounting for high-value sports/event tickets• Managing the American Airlines Suite at local sports arenas • Overseeing relationships with AZ Cardinals, AZ Diamondbacks, PHX Zoo, Desert Botanical Gardens, ASU Sun Devils• Major cost savings realized through negotiated electronic ticketing and delivery system with the AZ Diamondbacks• Implemented and trained the Phoenix Sales Team on TM2, an electronic ticket inventory control and reporting system

Tempe, Az

All my work functions were toward a common goal: supporting the front-line Sales Managers in a department that drove potentially over $3 billion in revenue.• Research and development of presentation materials• RFP response and assembling RFPs for targeted vendors• Managing a library of approved assets including PowerPoints, flyers,etc. for client communication • Research and resolution of customer service issues• Use of airline reservations systems (QIK over Shares)• Preparing appropriate communication for company/industry news that may affect the selling organization• Managing client accounts in Dividend Miles frequent flyer program (merged with American AAdvantage March 2015)• Developing training materials for the Sales Team• Extensive planning and project management for US Airways-American Airlines merger

Phoenix, Arizona Area

Flight attendants have unique needs: they work in a dynamic industry where they are always on the go. Figuring out creative, engaging ways to reach this audience was my job. Whether need-to-know or nice-to-know information, I was the support liaison on the ground for those who take to the skies.Digital signage network:• Content creation, approval, and delivery• Rebranding of assetsPublication of InFlight Weekly newsletter: • Made process more efficient through development of Adobe InDesign templates• Improved distribution by ensuring CANSPAM compliance for mass-email deliveryGeneral employee-relations and internal communications:• Extensive and ongoing communications support for US-AA merger• Partnership with HR/Employee Benefits to promote Fit4US wellness program• Surveys, focus groups, and other research to gather feedback from flight attendant workgroup • Designing copy, graphics, and layout for bulletins, brochures, posters, and intranet postings• Managing high-volume inbox/support queue

Beginning in October 2006 I did various freelance jobs including copywriting and photography. I wrote numerous articles that were purchased by publications (Buffalo News, Ski Magazine) and helped prepare web assets for a local jewelry company.

Lancaster, Ny

MAKING MY DEPARTMENT A TOP-3 LEADER BY:• Implementing stronger merchandise presentation and keeping shelves adequately filled• Leading Shoe Department team of ~10 associates• Developed merchandising best practice to reduce customer confusion in locating wide-width footwear • Industry-leading customer service• Strong focus on independent problem solving—little management oversight, with high expectations• Planogram development and adherence• Strong focus on team environment and helping fellow associates achieve their tasks• Soliciting Kohl’s Charge credit program and meeting acquisition quotas

East Aurora, Ny

This was a long-term contract position in the factory store at Mattel/Fisher-Price's East Coast headquarters. Responsibilities included:•Developing plans to better market the store•Creating visual assets (store signage, etc.)•Providing excellent customer service•Visual merchandising

Lynchburg, Virginia Area

This was a work-study position supporting the university's Liberty Online distance learning program. Responsibilities in the roll included:•Drafting copy for radio scripts, brochures, view book, etc.•Editing copy from the lead copywriter•Administrative supportThe goal that year was to get 25K+ new enrollments. This is a goal I am proud to say we exceeded.

This company had no Web presence, which is a necessity to compete in today's marketplace. I suggested a website, along with an MS Access database to better organize inventory. The owner was impressed; he hired me as his summer intern. Besides fulfilling internship requirements for my degree, I also gained some valuable experience:•Independent problem solving. I was on my own at this internship. Web marketing was uncharted territory for DSU, and I learned to work through all problems that I came across•Web hosting and FTP. I learned about obtaining a Web host and maintain the site via FTP•Web Asset Development. All writing, photos, etc. on this site were my work. Much of what I learned here I use today in my freelance ventures