Jim A. Nabors Email & Phone Number

Kirkland, Wa, Us

Kirkland, Washington, United States

● Operations support identifying areas to drive KPIs and lead projects to test new areas of development for business advancement● Managed hiring and training of patient confirmation team expansion in preparation of additional new efficiencies and responsibilities.● Partnered with a new management team to revitalize incentive models for consistent contest evolution on a monthly basis utilizing a wider scope of leadership input.● Assisted in onboarding a new management team with roles and responsibilities to support a wider leadership support structure.

Kirkland, Washington, United States

● Introduced a new incentive model to utilize wishlists to target rewards more directly to individual team members’ interests.● Organized documentation for team member KPIs with explanation and key tips to achieve goals, with monthly presentation of documentation to new hires.● Led focus groups to identify team member needs and struggles in new remote work environments, categorized their feedback and disseminated to leadership to enact change.● Assisted as project owner for implementation of new file management system for patient files and contact handling.● Led initiative to increase morale building and icebreaker content on video meetings to drive team member engagement, and set forth guidelines for direct Supervisor reports to ensure regular touch base with team members● Part of trailblazing new team launch to centralize patient confirmation and optimize center calendar management.

Kirkland, Wa

● Coached and motivated a team of 11 agents to perform at highest standard, ranking as top team in the center for 9 months in a row. Team exhibited 18% higher scheduling and 26% higher invoicing than center average during that time.● Devised software tools for tracking and displaying schedule count and time metrics in a more clear fashion. Shared functionality with peers to use across the center.● Supported as in office point of contact for technical issues and primary liaison with IT for trouble tickets.● Deep dive research to build multiple reports for senior leadership and executives detailing inaccurate data in one of our system’s call count metrics.

Kirkland, Wa

● Premiered first month out of training in July within Sweet Sixteen at rank 9 for performance.● Motivated team morale by discovering additional usage in chat with usage of emojis. ● Demonstrated bias for action to reach out to leadership in seeking daily call back locations that need covered.● Constant source of encouragement and positive reinforcement with peers driving successful conversations with clients.

Greater Seattle Area

● Built and maintained relationships with team members (teams of 25-65) to boost morale and increase engagement. Devised workplace contests, games.● Devised webtool for enabling communication between associated and senior leadership.● Organized reporting alignment between multiple databases; took initiative to accommodate role changes among associates.● Led associates in maintaining above-goal quality metrics (avg. 117%) for 10 out of 12 weeks in holiday rush season (2013, 2015, 2016).

Greater Seattle Area

● Designed custom dashboards in Remedy; enabled associates and leaders to track open and pending trouble tickets.● Organized and led weekly peer leadership meetings.● Led deep dive on concession exceptions vs quality metrics between multiple sites; reported results to senior leadership.

Bellevue, Wa

● Assisted specific business points of contact; served as consultant for small and medium business accounts.● Resolved technical difficulties with voice and data equipment.● Devised software tool to enable team members to improve schedule adherence; instructed team members in use of tool.

Bellevue, Wa

● Provided front-line client care; resolved technical issues.● Worked with in-house team; provided technical training, support for newly-released consumer IT products.● Promoted to business service coordinator, September 2009.

Tulsa, Oklahoma Area

● Led team of 15 customer care representatives. Designed individual development plans to enablerepresentatives to improve skills and abilities.● Established internal resource site on company intranet, enabling personnel to quickly consult key operational policies.● Developed software tools to track key performance indicators and site-wide performance ranking.● Led reviews of QA evaluations for management group (150 employees).● Designed and implemented plans to instill technical expertise in team of 15 employees

Tulsa, Oklahoma Area

● Coached and trained new employees in use of system tools (account management, call routing, scheduling) and communication protocols.● Served as point of contact for new employees; provided updated information on shift schedules, assignment locations, and other concerns.● Promoted to customer care team leader, August 2004.

Tulsa, Oklahoma Area

● Resolved client questions and issues; escalated calls as necessary.● Assisted other representatives with technical and logistical information as necessary. Led inter-shift meetings; provided information on new company initiatives and advancements.

Studies, College/University Preparatory And Advanced High School/Secondary Diploma Program

Studies, Computer Programming