James Sherer Email and Phone Number
Lake Zurich, IL, US
James Sherer's Location
Lake Zurich, Illinois, United States, United States
James Sherer's Contact Details
James Sherer work email
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James Sherer personal email
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James Sherer phone numbers
About James Sherer
CHIEF OPERATING OFFICER | SUPPLY CHAIN | CHANGE MANAGEMENT | BUSINESS EFFECTIVENESSSeasoned, dynamic Corporate Executive and Technological leader within the customer care, supply chain/logistics, operations, customer support and information technology arenas. Skilled at introducing innovative ways of providing operations support to a variety of stakeholders at all organizational business levels. Imaginative thinker, able to plan strategic and tactical directions in accordance with business, product, or customer needs. Effective communicator, who expertly articulates messages to all levels of an organization or directly with the customer. Background of successful integrations of new technologies for efficiency or automation, development of new operation strategies, business transformation initiatives, and improvement of overall systematic processes that shape a world-class organization. Focused on solutions that add value, support a value proposition, and deliver measurable business-oriented goals that serve as barometers for success. Plays a key leadership role in the development of organizational strategies globally, while building dynamic collaborative teams for a high-performance organization, along with a relentless focus on improving the operation, building for the future, and enhancing the customer experience through success management. Honorably discharged veteran of the United States Air Force.CORE COMPETENCIESCustomer Focused Call Center/Help Desk Management | Technology Architecture, Design & IntegrationArtificial intelligence (AI)/BOT Automation & Implementation Strategies | Crisis & Situational Escalation Management | Cross-Organizational Relationship Management | Knowledge-Centered Services (KCS) | Business & Productivity Effectiveness | LEAN Business Methodologies/Best Practices | BC/DR/Risk Assessment & Analysis | Process Automation & Business Integration | Strategic & Tactical Planning | Change Management & Agility | HaaS/SaaS Program Management | Customer Experience (CX) Transformation | Operations Management | Process Adaptation/Automation | Business Assessment & Analysis | Global Business Services (GBS) | Business Process Outsourcing (BPO)
James Sherer's Current Company Details
Ashley Furniture Industries
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Vice President of Customer Care Operations
Lake Zurich, IL, US
- Website:
- ashleyfurniture.com
- Employees:
- 10546
James Sherer Work Experience Details
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Vice President Of Customer Care OperationsAshley Furniture IndustriesLake Zurich, Il, Us
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Director Of Operations And Supply ChainXirgo Technologies Jan 2021 - PresentSchaumburg, Illinois, Us• Managed 80+ people organizationally across 5 countries worldwide.• Seamlessly integrated call center, support, supply chain, procurement, sales, logistics, and field operations onto a singular platform, utilizing current ERP (Oracle NetSuite) increasing operating efficiency by more than 20%.• Established KPIs and Call Center Metrics to manage accountability and maintain focus on the customer experience with business level reporting to address key issues that drove a center of excellence model.• Developed Go To Market strategies to align post-development business (support, service, sales, order management) to be organizational “Ready” for new products and services entering mainstream.• Created a framework within existing bug tracking and agile project management tool (JIRA) to track and manage project deliverables associated to core products and internal system architectural changes.• Implemented numerous process and procedures documents setting standards what we do, how we do it, and when we do it as part of establishing repeatable business activities which reduced inefficiency by 30%.• Established relationships with contract manufacturers for on-time, quality deliver of products built for the proprietary use by commercial consumers.• Participated on the leadership team that delivered $150M+ in annual revenue to commercial consumers.• Built a worldwide business environment across the Americas, EU, EMEA and APAC delivering products, services, and support in numerous countries.• Created CSAT and NPS programs with respective ratings on average of 95% customer satisfaction and a 61 overall NPS rating.• Managed the $35M operations budget globally, delivering finished goods to the commercial consumer space across a wide variety of market segments.• Maintained operational departments responsible for supply chain, logistics, contract manufacturer, procurement, inventory management, forecasting (Production, Sales, and Inventory) and order fulfillment worldwide. -
President Of The Board Of DirectorsLakebreeze Townhome Association Jan 2010 - May 2023
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Executive Board Of DirectorsLake Zurich Lacrosse Club Jul 2017 - Dec 2022
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Vp Of Customer Care OperationsAshley Furniture Industries Jan 2020 - Jan 2021Arcadia, Wi, Us• Initiated call center retrofit to restructure and reorganize working environments, systems, customer interaction models, tools development and people development• Consultant on emerging technologies for call centers, customer experience and customer care• Implementation of industry best practices for use of Cisco CUIC, Call Center Operations, Salesforce.com and Calabrio Workforce Management• Negotiated numerous contracts and renewals such as Salesforce.com and Calabrio. Calabrio contract pricing for a three product, fully hosted solution was initially ~$4M, final pricing for same solutions was negotiated to $1.6M with a three-year ROI just over $3M.• Direct development of Web Messaging platform implementing AI, BOT technology and advanced customer issue deflection techniques• Redesigned customer phone system entry points allowing for routing customers to the most skilled agent for increased first call resolution across a customer care staffing of more than 600 retail agents• Operationalized the consolidation of two separate support organizations into a single retail organization handling a variety of customer needs reducing internal transfers, increasing customer satisfaction and improving agent productivity/utilization• Managed onboarding of BPO and Staffing Agency services to respond to workforce demands by customers• Led the restructure and accountability of the organization for our customers through improved metrics, focused management team and adherence to demand scheduling• Aligned the online retail support organization to handle extreme demands during COVID where call center volume went from ~15,000 contacts a week to over ~75,000 contacts a week• Modernized internal systems and processes that were accustom to handling ~$500K per day in online revenue to a peak daily average of ~$3.5M with a single day highest revenue point of ~$7.5M• Assisted in redesign of delivery and tracking methodologies allowing customers to perform self-service functions
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Vp Of Support And Service OperationsCengage Sep 2015 - Nov 2019•Responsible for overseeing and coordinating operations efforts across the Support Services organization including resource planning, strategic vision, call center retrofit, human resources, service experience and customer success management•Administration of more than 280 individuals across the US providing all levels of customer support for a variety of student, instructor, institutional and career educational services in support of digitally delivered platforms, applications and educational resources•Management of B2C/B2B transactional operation for distribution of products and services globally utilizing a variety of platforms for delivery, fulfillment and support of customer•Executive sponsor for full implementation of Salesforce Service Cloud as a case management replacement, integrated LiveAgent chat environment and internal system integration for seamless agent information flow into a “single pane of glass” interface containing all customer information•Deployed Intelligent Voice Recognition (IVR) platform to handle customer call routing and perform call avoidance. Currently the system is avoiding more that 15% of our daily total call volume•Integrated BOT and AI technologies into call centers, case management systems and Service Bridge, which is a service experience environment tailored to the needs of the customers•Architectural design of Customer Interaction Model to allow the customer to select their preferred method of interaction, not forcing them into our model for support services•Implemented a culture that utilizes Personal Emotional Connections (PECs) and Emotional Hot Points (EHPs) that drive improved customer experiences through meaningful interactions developing an endearing customer support strategy•Management of a large Business Process Outsourcing (BPO) organization the provided core support services as well as seasonal staffing for peak resource utilization -
Director/Vp Of Customer SuccessCleversafe Oct 2013 - Sep 2015• Responsible for overseeing and coordinating security efforts across the company as it relates to the product and customer interface including departments such as information technology, operations, human resources, legal, finance management and sales• Direct management of more than 75 individuals globally in four different countries providing all levels of customer support, sparing logistics, installation and training services to customers for deployed dispersed object storage solutions• Performed pre-sales engineering, solution design tailored for customer business need and post sales customer success of object data storage environments in local and geo dispersed configurations• Partner with industry leading technology solution providers for seamless product integration and support of unique storage solutions such as filers, gateways and cache appliances• Full engagement in the deployment and integration of technologies into customer data center or hosting environments with full change management • Collaboratively worked with teams to automate tools, implement service monitoring and deploy phone home services from storage solutions providing proactive and predicative support services to customers significantly reducing action/issue resolution times• Developed standard operating procedures and departmental processes to ensure standardization, consistency and repeatability of support operations• Architected, designed and implemented a hosted service move of colocation service providers including floor design, planning, network services, procurement, contract negotiations and vendor management • US Patent holder for dispersed object storage and task processing unit that delivers high availability in a geocentric deployment maintaining data read and write integrity
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Vice President Of Support OperationsFirstlook And Max Systems Oct 2011 - Oct 2013• Responsible for the overall direction and management of IT Operations, Database Operations and Product Support Organizations delivering quality products, people and processes to end users• Integral executive leadership role within a growing startup type environment providing world class helpdesk support, data center management, system implementation/integration and coordination of innovative IT solutions• Owned the ETL processes for all aspects of the SaaS applications, databases and user interfaces• Partnered with sales organization during customer solution design to clearly articulate services delivery elements as well as participate in pre-sales presentation activities• Deployed hosted ACD environment with CRM integrations for improved customer responsiveness, disaster avoidance and any time anywhere customer call treatment• Managed ongoing business relationships with a wide variety of crucial partners such as Chrome Data, Manheim, AutoUpLink, Cars.com, ADP, and R&R• Enhanced Key Performance Indicator (KPI) measurements to deliver improved results, objectives and clarity for critical business indicators• Improved overall relationships with internal teams by establishing regular interaction and sharing sessions to highlight strengths, weaknesses, opportunities and threats (SWOT) that impact each of the different business units globally• Established clear objectives to obtain improved customer and employee satisfaction results by communicating, defining and identifying areas where individuals could have impact
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Vp Of Shared Customer SupportHub International Limited Feb 2010 - Sep 2011Chicago, Il, Us• An integral strategic leadership role as part of the transitional direction to move the organization into a Shared IT Services model• Responsibility for developing, leading and motivating a team of Help Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness within the organization's budget• Frequent contact with customers, business leaders, executive management, sales teams, direct reports, peers and independent vendors in support of the overall strategic vision, company mission, and service direction• Key contributor to reducing internal competition, restructuring team interactions, increased relationship building and cross organizational development of high performance teams • Collaborative development and institution of a change management and control process to support consistency, quality and accountability of IT environment changes• Established a new standard set of business metrics and measures in order to accurately manage expectations of the support organization utilizing industry standard ACD metrics, incident closure rates, performance analysis, customer survey scores and quality review processes• Business case development, conceptual design and implementation of a Globally Hosted ACD environment that integrated four separate ACD environments into a single virtual call handling environment in order to streamline the customer experience and manage to specific business metrics• Developed disaster recovery and business continuance plans associated to maintaining the integrity of Help Desk operations should there be a facility outage or natural disaster -
Director Of Technical SupportCcc Information Services Sep 2005 - Dec 2009Chicago, Illinois, Us• Director of a technical support organization responsible for troubleshooting a proprietary software applications, customer desktop issues and product deployment.• Key contributor to reducing internal competition, restructuring team interactions, increased relationship building and cross organizational development of high performance teams• Responsible for all personnel, operations and administrative management functions over 150 company associates within Technical Support, Communications Services and Production Integration. • Delivery, business case development and conceptual use of InQuira Knowledge Management System integrated with internal systems and the customer portal saving CCC over $1,000,000 annually by providing alternative channels for support services, avoiding direct calls and improving the customer experience.• Develop, maintain and manage an expense budget of approximately $10,000,000 annually, including capital appropriation expenditures and business initiatives.• Appointed member of the Operational Leadership Team responsible for overall CCC business operations success, Senior Management Team responsible for executive management of functional objectives, and Senior Communications Contact responsible for corporate information distribution/feedback.• Instrumental in transitioning corporate business systems to an Oracle ERP solution.• Deployed a national hosted telephony strategy for call center operations and customer point of contact call distribution, skill based routing and digital interaction recording. • Accountable to business for product upgrades and updates via electronic distribution services or media distribution ensuring a customer base of over 45,000 utilizes the most recent version of software applications• Answerable to business for product quality assurance processes, customer centric feedback mechanisms and knowledge management information distribution -
Aircraft Armament System SpecialistUnited States Air Force Sep 1986 - Oct 2006Randolph Afb, Tx, UsRetired with 20 years of service. -
Vp/Director Of Technical Operations And ServicesAdp Dealer Services 1991 - 2005Austin, Texas, Us• Conceptual design and deployment of network attached storage (NAS) for document storage, eliminating the need for individual system based optical storage. Hardware capital savings of approximately $1,488,000 per year and $1,302,000 in operational resources.• Designed Storage Area Network environments for local and remote storage of customer data• Built diverse network environment to facilitate SAN infrastructure via a survivable OC48 and OC12 SONET ring between hosting centers for Disaster Recovery and Business Continuity• Created and implemented an automated central backup utility for client hosting facilities that utilizes networked archive software, redundant cluster server architectures, storage arrays and custom developed applications to perform system functions. Resource savings are approximately $480,000 annually• Lead corporate initiatives in the allocation of divisional resources for restructuring the utilization of data within internal billing systems • Achieved SAS 70 Level II auditing certification for all hosting center environments• Improved the hosting services P&L business for introduction into mainstream delivery with 300% growth now generating $32,000,000 per year in reoccurring revenue• Put into operation a managed services product for proactive monitoring and predictive analysis of system infrastructures in less than 3 months to insure reliability, availability, and dependency of technical environment which is in support of direct service level agreements• Successfully customized, implemented and executed a migration strategy that changed the conversion ratio utilizing a new process with a substantial reduction in onsite resource allocations by $500,000 annually. This new migration strategy has also provided an increase of $744,000 annually in new reoccurring revenues. -
Director Of Technical SupportAdp Dealer Services 1991 - 2005Austin, Texas, Us• Director of a tier three technical organization responsible for troubleshooting customer issues, product development, integration services, custom consulting, managed and hosting services• Responsible for all personnel and administrative management functions of company resources within the organizations of ASP, Network and Client Server Operations countrywide • Develop and manage an expense budget annually, including capital appropriation expenditures and the creation of business case justifications to support targeted objectives • Maintain Network Operations support of approximately 6014 routers, 6822 switches and 2351 firewalls with an annual sales number of $9,600,000 supporting a reoccurring maintenance of $1,260,000 annually• Implemented a managed network service for monitoring client premise equipment and telephony connectivity with current monthly service revenues of $48,000 with 100 pending installations • Designed system architectures for hosted LINUX servers utilizing a third party package to support 41 concurrent virtual systems on a single hardware platform, providing a yearly savings of $1.4 million• Set forth a plan to make use of existing network maintenance revenue dollars for the purchase of logistical spares to support field-engineering resources saving approximately $907,000 annually
James Sherer Skills
Vendor Management
Program Management
Management
Leadership
Disaster Recovery
Data Center
Strategy
Team Building
Account Management
Customer Satisfaction
Customer Service
Strategic Planning
Training
It Service Management
Managed Services
Call Centers
It Operations
Storage
Security
Microsoft Excel
New Business Development
Problem Solving
Customer Retention
Budgets
Customer Focused
Virtualization
Itil
Storage Area Networks
Network Security
Microsoft Word
Customer Focus
Microsoft Office
Negotiation
Research
Contract Management
Powerpoint
Proposal Writing
Customer Experience
Improving
Adaptation
Supervisory Skills
Event Management
Erp
Customer Relations
Budgeting
Call Center
Word
Excel
Customer Loyalty
Colocation
James Sherer Education Details
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Technical InstituteComputer Science -
Portland State UniversityComputer Science/Business Administration
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Auburn UniversityComputer Science
Frequently Asked Questions about James Sherer
What company does James Sherer work for?
James Sherer works for Ashley Furniture Industries
What is James Sherer's role at the current company?
James Sherer's current role is Vice President of Customer Care Operations.
What is James Sherer's email address?
James Sherer's email address is js****@****cis.com
What is James Sherer's direct phone number?
James Sherer's direct phone number is +126944*****
What schools did James Sherer attend?
James Sherer attended Technical Institute, Portland State University, Auburn University.
What skills is James Sherer known for?
James Sherer has skills like Vendor Management, Program Management, Management, Leadership, Disaster Recovery, Data Center, Strategy, Team Building, Account Management, Customer Satisfaction, Customer Service, Strategic Planning.
Who are James Sherer's colleagues?
James Sherer's colleagues are Beverley Rubery, Nell Bryson, Pham Chan, Chad Dietz, Joseph Hollister, Paula Shofner, Jaquan Barnes.
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