James Simard Email and Phone Number

Provided regular supervision and mentorship over subordinate staff• Ensured regular and effective communication with subordinate staff on performance, goals, and coaching • Facilitated daily agent coaching and development sessions in both written and verbal format• Participated in client related activities to include client calibration sessions and project planning• Identified and addressed agent training and personal needs• Managed team’s time entry to ensure 0% discrepancy rate• Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc)• Managed financial implications of attrition and attendance by maintaining program-specific goals • Managed staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)• Completed weekly Team Manager Scorecard, and Team Scorecard for review with Operations Manager • Diffuse irate customer calls as applicable • Provide agent support via handling escalated calls, as needed• Maintain up-to-date employee files and documentation• Ensure high level customer service is being practiced by all subordinate staff

Supported Sales and Client Services teams with new business opportunities throughout bidding process• Coordinated and oversaw the indexing and cross-referencing of information obtained from multiple sources• Assisted in the development of new solutions and proposal ideas• Collaborated with internal subject matter experts to verify, update and create materials to ensure content is current and compelling• Ensured the quality of final document submission reflects Alorica’s commitment to quality • Participated in client site visit preparation, including the development of presentation materials• Independently address sales and marketing content needs

Leader with essential skills in, training, warfighting and administration. Developed classroom lesson plans with the analysis, design, development, implementation, and evaluation (ADDIE) model in mind; to demonstrate effective management techniques for classroom instruction; to understand various learning theories; adult learning styles; and Bloom's taxonomy; and to understand formal and informal evaluation techniques.

Served as squad leader for Intial Entry Training (IET) Soldiers and Instructor/Writer for MOS 94T Avenger Systems for the Land Combat Division (LCD) at the United States Army Ordnance School; responsible for training, mentoring, and counseling over 80 IET Soliders, Marines and international students on direct and general support for Avenger Weapons systems to include the use of appropriate references, test equipment, and special tools; maintains, revises, reviews and updates Program of Instruction and course test; conducted classes for Superior's attending the Basic Officers Course (BOLC), and Pre-Command Course (PCC); Directly responsible for the MOS 94T course receiving its Accreditation From the American Counsel of Education.

Served as a Small Group Leader for the Warriors Leaders Course a 2 week course: resulting in over 275 student contact hours every 17 days; responsible for the leadership training of junior Leader and International Military Students; taught, coached, mentored, and counseled over 275 students and ten International Students per year; directly responsible for 8 Distinguished Honor Graduates; 15 Leadership Awardees, 42 Non-commissioned Officers achieving the Commandants list, in a very competitive course; consistently sought after as instructor trainer. consistently rated the best above all cadre for sharp professional appearance and military bearing.

Served as a Joint Defense Operations Non Commissioned Officer in charge or NCOIC for a Counter-Rocket, Artillery, and Mortar (C-RAM) joint intercept battery engaged in combat operations in support of Operation Iraqi Freedom; directly responsible for the detection and early warning against all indirect fire attacks on a Forward Operating Base composed of 25,000 coalition forces and civilian; responsible for the health, welfare, and training of twenty three Soldiers and their Families; responsible for the accountability, security, and maintenance of US Army equipment valued at $2,000,000.

OVERVIEWAs an essential member of the Army’s weapons maintenance team, the AVENGER system repairer is primarily responsible for performing and supervising maintenance on the AVENGER system, a lightweight, highly mobile and transportable surface-to-air missile/gun weapon system that provides short-range air defense protection against air and land attacks. JOB DUTIESDetermine malfunctions in electronics, electrical and cryogenic assemblies, module and circuit elementsMaintain gyroscopes, sights and other electro-optical fire control componentsRepair and maintain missile mounts, platforms and launch mechanismsTest and adjust weapons firing, guidance and launch systemsInspect, test and adjust componentsRemove and replace defective line units