James (Jim) Frillman Email & Phone Number

Wentzville, Mo, Us

Greater St. Louis Area

In my role, I am entrusted with the crucial task of fostering the growth and advancement of the Mideast region for DH Pace. This encompasses Central Illinois, Chicago, and Columbus, OH. I am dedicated to supporting these branches through the recruitment, training, advancement, and daily guidance of both Sales and Operations for each branch.

Hazelwood, Missouri

Managed a program consisting of 140 staff and oversaw a budget of $8 million for the Starbucks Facilities Contact Center Operations, which includes both Brick and Mortar and Work at Home teams.My team consistently achieves or surpasses a profit margin of 25-35% on a monthly basis.Responsible for negotiating and finalizing contracts with new and existing customers, as well as completing monthly billing invoices for all of North America, Austria, Italy, the UK, Switzerland, the Netherlands, and France.Developed and implemented a high-quality work environment as evidenced by positive employee satisfaction ratings.My role involved delivering business strategy and creating systems and procedures to enhance operational quality and team efficiency.Additionally, established and managed an annual budget with effective controls to prevent overages, minimize burn rate, and support sustainability objectives.

Owings Mills/ Atlanta/New York/ New Jersey/ St. Louis

Managed the New Hire Sales Training program for both internal and external US Sales teams.Managed the Customer Service Operations New Hire Training Program for US Operations.Facilitated Management Development and Individual Contributor Training curriculum for employees in the US, UK, and Canada.Managed large-scale projects and initiatives, such as introducing new systems, tools, and processes to support the achievement of challenging objectives.Served as the System Administrator for an eLearning tool that facilitated worldwide Compliance and Personal training for 8500+ employees in 40 countries and in 9 languages.

Owings Mills, Maryland Area

Designed, implemented, and facilitated a new hire sales training program.Maintained weekly sales tracking and leadership reports to support operational enhancement and implemented corrective actions for all new hires for the first 6 months.Regularly assessed training program effectiveness and improved deficient areas. Communicated regularly with territory, regional, and strategic managers for daily support and strategic planning for accounts.

Greater St. Louis Area

Ensured that staff received effective training on customer service protocols and call resolution techniques to increase efficiency and productivity. Managed employee performance to ensure that they accurately prioritized tasks and met customer service and productivity targets. Worked with representatives on a monthly basis to identify any production gaps and provided support in resolving day-to-day work and complex problems using motivational and analytical strategies. I was in charge of managing personnel, including scheduling for agents and product specialists, with the aim of increasing productivity. Evaluated staff performance and implemented incentives and team-building events to improve morale.

Fenton/ Arnold

Inbound Agent from August 98-99.Supervisor of Various Helpdesks from 99-00Manager In-bound Sales Teams from 00-01.

Uss Boxer Lhd4

Support of Aviation Support EquipmentFlight Deck Troubleshooter QualifiedAIMD

Completed Coursework In Seconday Education

Associates Degree

Completed Coursework In General Studies