James Goecks Email & Phone Number

Madison, Wisconsin, United States

• Reduced project rework by 15% through effective planning, ensuring on-time delivery of IT implementations within scope.• Drove a 20% decrease in mail costs by implementing texting and email notifications.• Achieved 30% reduction in call center costs via process improvements and tech enhancements.• Managed large-scale IT projects from inception to successful completion, overseeing resource allocation, budget management, scheduling, and comprehensive risk management.• Developed and executed strategic IT goals aligned with the overarching company vision, fostering collaboration across diverse teams for excellent performance and productivity.• Implemented Robotic Process Automation (RPA), thereby reducing full-time equivalent (FTE) workload while also increasing client satisfaction levels.• Facilitated timely software releases with clean code to meet business demands.• Took charge of vendor negotiations to reduce costs, achieving substantial savings while ensuring service excellence. • Delivered reports to the C-suite, translating complex data into actionable strategies.• Ensured high infrastructure availability by maintaining systems to industry standards.• Transformed Help Desk to Service Desk, enhancing service delivery and client satisfaction.

Beloit, Wisconsin, United States

• Maintained cohesive communication channels among product, Sales, and Development teams to align client requests with the corporate product vision for quarterly web releases.• Provided comprehensive monthly performance reports on product, software, and operational metrics directly to C-level leadership in order to enhance strategic decision-making processes.• Engaged with clients, department heads, peers, and C-level executives to solicit cooperation, foster collaboration, and resolve issues effectively within the organization.• Cultivated a robust development pipeline and meticulous release schedule to ensure timely delivery of transformative SaaS solutions in highly regulated environments.• Managed strategic relationships with key external vendors and contractor agencies while effectively overseeing contract negotiations to optimize resource allocation.• Directed daily operations by analyzing workflows to prioritize tasks and set deadlines.• Built and managed a high-performing software team for airline compliance solutions.

Hoffman Estates, Illinois, United States

• Managed a $20M annual expense budget, aligning financial resources with overarching organizational goals to drive enhanced operational efficiency consistently.• Reduced operating costs across 14 call centers by cultivating strategic vendor partnerships and negotiating contracts to optimize service delivery. • Led a 12-member team in creating innovative solutions that seamlessly integrated call origination through to back office operations, improving service delivery.• Piloted project management initiatives while orchestrating multiple full-spectrum projects, ensuring timely deliverables aligned with sponsor requirements.• Established comprehensive multi-year strategic roadmaps for technology portfolios, leveraging industry best practices to boost revenue and enhance market competitiveness.• Researched emerging technologies to identify innovative opportunities for integration into existing systems, driving continuous improvement in customer experience (CX).• Oversaw the comprehensive development and support of scalable applications for Sears.com, enhancing customer engagement across all Sears Home Services products.• Facilitated ongoing support streams addressing critical break-fix issues while controlling regulatory compliance and responding to maintenance concerns. • Enhanced team capabilities and fostered growth while leading staff development plans.