James Giles Email & Phone Number

Richmond, Virginia Area

• General Electric (formerly Alstom Power), Midlothian, Virginia, 2015 – 2017Global Customer Service Manager – Digital Workplace Solutions
• Applied dynamic leadership talents toward coaching, mentoring, directing, and empowering team in delivering first-rate customer service, vital to meeting or exceeding fiscal targets.
• Significantly reduced contact rates by implementing effective practices across quality assurance, policy, budgeting, and overall operations.
• Lowered service level agreement (SLA) violations by 10% by orchestrating ‘Handover To Operations’ approach which meticulously documents key issues and dependencies.
• Standardized best practices across global organization to achieve consistency in customer service functions, paramount to optimizing customer loyalty and retention.
• Devised, implemented, and monitored IT support programs and strategies to improve first call resolution, bolster customer satisfaction scores, and slash expenses.

Richmond, Virginia Area

• Global Customer Service Manager
• Directed, trained, coached, and motivated 32 support personnel onsite and remotely to ensure consistent alignment with SLAs and financial goals.
• Proactively authored and implemented influential knowledge base articles for support teams which considerable reduced incidents by 15%.
• Equipped end users with access to 300+ knowledge base articles which lowered Service Desk tickets and substantially increased user satisfaction.
• Methodically uncovered, analyzed, diagnosed, and resolved QA issues related to customer service issues to enhance bottom-line operational performance.
• Delivered regular reports and presentations to senior management regarding business and IT programs, escalations, projects and needs, and provided practical recommendations for ongoing improvements and problem.