Jim Zeunik, Itil, Csm Email & Phone Number

Woodstock, Ga, Us

Kennesaw, Georgia, Us

Management of call center operations for a leading insurance services provider, serving major U.S. financial institutions.

Greenwich, Ct, Us

Directed the day to day operations of four centers handling 250,000+ inbound calls, 150,000+ outbound calls, and 20,000+ emails per month; accountable for an annual $11M+ budget. Leads a team of four general managers, eight team managers, 18 supervisors, and 250+ staff providing service and support to consumers, clients, and internal associates for nationwide delivery operations.➣Spearheaded a significant project to decentralize some operations; instrumental in helping six new regional call center operations get established, staffed, and up and running.➣ Acted as a primary business sponsor for technology and systems enhancement recommendations and helped implement cutting-edge technology/applications company-wide. ➣ Implemented automated solutions that improved responsiveness to customers and reduced inbound call volume by over 20%, and outbound volume by over 35%.➣ Developed and implemented processes that improved efficiencies for handling calls and emails, as well as a quality program to review, rate and deliver feedback to customer service reps.➣ Transitioned email support channel to a service management ticketing system, which improved workflow and captured important management data.

Greenwich, Ct, Us

Managed a team of three software testing specialists, supplemented with off-shore resources in India and the Philippines; accountable for providing budget input. Developed processes, test scripts, and automation for internal logistics management applications.➣ Improved cycle time for regression testing by 30% through automation and process improvements.➣ Performed unit and regression testing to support new development and application releases.➣ Coordinated and managed IT department adoption and compliance with Sarbanes-Oxley regulations and change control processes.

Greenwich, Ct, Us

Created, staffed, and managed a new call center for a $300M+ national delivery and logistics company with no previous internal customer service functions. Managed a team of 55 call center employees that handled 60,000+ calls monthly in support of clients such as Home Depot, Lowe’s, and Williams-Sonoma. ➣ Planned, developed and opened a new call center within 45 days; hired and trained staff, selected and implemented all technology, and created processes/procedures.➣ Established and documented department processes that included support issues, scheduling, and routing deliveries and the use of internal systems.➣ Implemented performance metrics for measuring department and individual performance.➣ Developed processes for issue tracking using an incident/problem management application.➣ Managed the start-up of support for large client engagements with revenues totaling $50M+ annually.

Charlotte, Nc, Us

In charge of day to day operations of three technical help desk call centers, operating 24x7/365 and handling 50,000 inbound calls and 30,000 outbound calls per month. Directed three Managers, six Supervisors, and 100 Help Desk Analysts focused on providing support to SunTrust employees. Managed multiple Tier-2 groups providing support for Microsoft Exchange, banking applications, and voice services.➣ Accountable for a $9.1M annual budget; consistently operated under budget YOY.➣ Led the establishment and achievement of department service level objectives and goals.➣ Identified and rolled-out a self-service password reset application company-wide that reduced password reset trouble tickets by 9,000 per month, a reduction of ~30%. ➣ Developed and implemented a sophisticated program to measure and the real-time performance of help desk analysts that resulted in improved individual and department performance.➣ Spearheaded and managed a key project to completely re-engineer help desk processes that resulted in significantly improved levels of service and staffing efficiencies. ➣ Coordinated and led the consolidation of Solution Center operations from three sites to two that reduced costs and streamlined operations.

Conceptualized, developed, and managed a 24x7 technical help desk for an internet service provider; built entire operation from scratch. Supervised 17 employees; led all interviewing, hiring, and training. ➣ Selected and implemented various technologies company-wide that included an ACD phone system and a tech support intranet site.

Bachelors, Bachelor Of Arts Degree Program | Business Administration

Presidential Scholarship For Journalism