James Hooven Email & Phone Number

Glen Mills, Pa, Us

Greater Philadelphia

https://enerconnex.com/

Greater Philadelphia Area

Pennsylvania

Responsibility includes working with local businesses to incorporate alternative energy solutions to reduce cost and control budgets. • Generating new sales through cold calls, walk-ins, referrals, and partnership relationships.• Exceeded sales target in 2017 and so far in 2018.• Generated an affinity partnership with the Delaware County Chamber of Commerce.• Provide account management and customer service to over 70 local organizations.

Mount Laurel, New Jersey

Responsible for the development and management of a high volume Medical Practice Call Center. Managed a mid-size to large team that provided exceptional service to all patients and internal staff. Delaware Valley Urology is the leading Urology practice in South Jersey and currently operates 13 locations and serves over 1,000 patients per day.● Increased answered calls by 95% within the first 30 days. Daily call volumes between 2,000 – 3,000.● Off-Site call center location… Show more Responsible for the development and management of a high volume Medical Practice Call Center. Managed a mid-size to large team that provided exceptional service to all patients and internal staff. Delaware Valley Urology is the leading Urology practice in South Jersey and currently operates 13 locations and serves over 1,000 patients per day.● Increased answered calls by 95% within the first 30 days. Daily call volumes between 2,000 – 3,000.● Off-Site call center location identification; Negotiated lease terms, equipment purchase, cubicles, and software.● Developed and all-in project plan and budget to get the call center live in a 45-day timeframe.● Implemented Call Center strategies to increase agent productivity and decrease patient dissatisfaction.● Established and monitored call center goals and KPIs.● Developed and enforced company rules and HIPAA regulations for the call center team. ● Evaluated and hired a staff of over 20 Customer Service Representatives.● Trained and continue to coach team members on how to handle appointment calls, billing, prescription orders, and lab work requests. Show less

Greater Philadelphia Area

Responsible for the daily management of the Client Success/Support team, gift & loyalty card production and fulfillment. Clutch is a Loyalty Marketing platform providing Stored Value programs, Loyalty Strategy, Consumer Analysis, Email, SMS, and Direct Mail to 700+ Clients.● Client Service Team:o Manage 24/7 Client Support team for 10,000 retail locations.o Continuous training, coaching, and individual 1 on 1 meetings.o Identify and track the customer heart beat… Show more Responsible for the daily management of the Client Success/Support team, gift & loyalty card production and fulfillment. Clutch is a Loyalty Marketing platform providing Stored Value programs, Loyalty Strategy, Consumer Analysis, Email, SMS, and Direct Mail to 700+ Clients.● Client Service Team:o Manage 24/7 Client Support team for 10,000 retail locations.o Continuous training, coaching, and individual 1 on 1 meetings.o Identify and track the customer heart beat (Satisfaction Level); Net Promoter Score.o Processed the migration of the organization’s phone system from Jive to RingCentral and InContact Call Center software.o Developed Call Center Metrics & KPI (SLA, ASA, FCR) that are reported to the executive team each week.o Incorporated Customer Service procedures for tools such as Asana, Freshdesk, Footprints, Salesforce, Netsuite, and Sugar CRM.o Manage new client on boarding in partnership with our Project management team.o Manage Vendor Relationships that included our Outsourced Call Center and card production facilities.o Handle escalated client issueso Proficient Knowledge of Retail Technology Systems (POS, Ecommerce, ERP, OMS, ESP)● Managed Serviceso Generated significant MRR from account growtho CRM & Loyalty Program Strategyo Developed and implemented a sophisticated CRM & Loyalty rewards programs o Customer Data Collection, Segmentation and Analysis (Clutch Platform & Tableau)o Key Account Management for major North American brandso Built Strategic Partnerships with EVO, Zuppler, Direct Connect, Shopify, Magento, Demandwareo Build Multi-Channel Strategies based on the Data Analysiso Quarterly C-Level review presentations. Show less

Responsible for the daily management of the Client Success/Support team, gift & loyalty card production and fulfillment. Clutch is a Loyalty Marketing platform providing Stored Value programs, Loyalty Strategy, Consumer Analysis, Email, SMS, and Direct Mail to 700+ Clients.● Client Service Team:o Manage 24/7 Client Support team for 10,000 retail locations.o Continuous training, coaching, and individual 1 on 1 meetings.o Identify and track the customer heart beat… Show more Responsible for the daily management of the Client Success/Support team, gift & loyalty card production and fulfillment. Clutch is a Loyalty Marketing platform providing Stored Value programs, Loyalty Strategy, Consumer Analysis, Email, SMS, and Direct Mail to 700+ Clients.● Client Service Team:o Manage 24/7 Client Support team for 10,000 retail locations.o Continuous training, coaching, and individual 1 on 1 meetings.o Identify and track the customer heart beat (Satisfaction Level); Net Promoter Score.o Processed the migration of the organization’s phone system from Jive to RingCentral and InContact Call Center software.o Developed Call Center Metrics & KPI (SLA, ASA, FCR) that are reported to the executive team each week.o Incorporated Customer Service procedures for tools such as Asana, Freshdesk, Footprints, Salesforce, Netsuite, and Sugar CRM.o Manage new client on boarding in partnership with our Project management team.o Manage Vendor Relationships that included our Outsourced Call Center and card production facilities.o Handle escalated client issueso Proficient Knowledge of Retail Technology Systems (POS, Ecommerce, ERP, OMS, ESP)● Managed Serviceso Generated significant MRR from account growtho CRM & Loyalty Program Strategyo Developed and implemented a sophisticated CRM & Loyalty rewards programs o Customer Data Collection, Segmentation and Analysis (Clutch Platform & Tableau)o Key Account Management for major North American brandso Built Strategic Partnerships with EVO, Zuppler, Direct Connect, Shopify, Magento, Demandwareo Build Multi-Channel Strategies based on the Data Analysiso Quarterly C-Level review presentations Show less

Manage the companies Dispatch, Scheduling, and Account Management department• Fast-Pace Call Center Supervision • Work Force management • Daily scheduling for 30+ field technicians covering 6 states• Provide training customer service employees• Inventory control for company-wide equipment stock• Provide daily, weekly, and monthly field activity metrics to the Executive Team

Associate'S Degree, General Studies

Bachelor'S Degree, Business Administration