James Freitag Email & Phone Number

Customer experience is a big deal to me and I am especially interested in the human to human interactions that happen in the contact center. I love providing front line employees with the coaching and clear goals to help them help the customer AND the business goals. It doesn't have to be rocket science. That's why I am a big proponent of fundamentals first, then bells and whistles for the customer experience. Additionally I love leading change. Getting out front with a purpose, a plan and training will alleviate so much of the fear that goes with organizational change. I've helped lead (and sometimes simply survive) the following: new E commerce implementations, ERP launches, CRM integrations, phone system upgrades and web chat deployment to name a few. Lastly I confess to being a firm denier of the traditional thinking that contact centers equate to cost centers. While servicing customers doesn't easily show up in finance reports it is one of the few places where one can literally see and hear success and your brand loyalty established. After all, the value of hearing your customer say, "This is why I do business with you." is as clear as the black and red type one would find on any spreadsheet.

Listed skills include Account Management, Cycling, Inventory Management, Customer Service, and 16 others.

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  University Of Minnesota-Twin Cities

  Bachelor Of Geological Engineering