James Linkhauer Email & Phone Number

Alpharetta, Georgia, United States

$2.6B global provider of technological solutions and support for call center call recording, workforce management, speech analytics, quality management and desktop process analytics and much much more….Within Verint Enterprise Professional Consulting Services, I am a provider of application and business expertise to most of our marquee customers related to Speech Analytics, Desktop Process Analytics, Quality Management, Verint Ad Hoc Reporting, Text analytics, Performance Management (Scorecards, Coaching, Lesson Management), Customer Feedback and Workforce Management. I leverage over 20 years of business expertise in guiding customers to get the most from their purchased solution while providing counsel on business usage / benefits of all products, purchased or not. I also lead customers through initial analytics discovery and process adoption that will lead to improved performance in their most important key performance indicators.

Alpharetta, Ga

A $2.5B global provider of technological solutions and support for call center call recording, workforce management, speech analytics, quality management and desktop process analytics. Reporting to the VP of operations, primarily responsible for ensuring supervision and delivery of all training and consulting for our clients in just about every vertical imaginable. Expanding out delivery options while maintaining quality and profitability

Savannah, Georgia Area

A $23.5M global provider of technological solutions and support for call center call recording, workforce management, speech analytics, quality management and desktop process analytics. Reporting to the VP of operations, primarily responsible for ensuring supervision and delivery of all training and consulting for our clients in just about every vertical imaginable. Expanding out delivery options while maintaining quality and profitability

Savannah, Georgia Area

ADTECH GLOBAL Savannah, GaA $23.5M global provider of technological solutions and support for call center call recording, workforce management, speech analytics, quality management and desktop process analytics. Speech Analytics, DPA & QM Consultant – Feb/2014 – Present Reporting to the Vice President of Training & Consulting, primarily responsible for providing consultation and training for Speech Analytics, Desktop Processing Analytics, and Quality Monitoring. • Support the client during adoption of recently acquired/updated Speech Analytics, DPA and QM applications. Guide the team through initial configuration of data sets and presentations of findings• Authored multiple product focused blogs in support of company speech analytics marketing efforts• Kudos from clients have led to repeat business• Provide expert narrative in support of sales processes (assisted in closing $1.2M in first year)

Pittsburgh, Pa

XEROX SERVICES LLC, Portland, OR (remote work from Pittsburgh, Pa)The most profitable arm of the $22.4B Fortune 500 provider of Office, IT and Business outsource solutions supporting verticals from multiple industry partners.◘ Using Verint Speech Analytics to amplify the voice of the customer with focus on marketing and process improvement◘Develops and delivers short, concise presentations supporting improvements for the customer experience, and call center performance to the client and executive leadership teams◘Understands and maintains the data configuration and category framework related to speech analysis; enables focus on specific issues "you didn't know you needed to look for"

TELETECH HOLDINGS, INC. Uniontown, PAA $1.4B global provider of call center outsourcing and customer management services, including support, customer acquisition and retention, and service provisioning for Fortune 500 and mid-market companies. Reporting jointly to Site and Program Directors, responsible for day-to-day management of major client account, delivering operations which meet budget and loyalty objectives. • $4MM project annually – current status on time, under budget. Three year extension signed 3rd quarter 2008. Margins goals in 30% range. • Manage team of 5 supervisors and 125 agents at peak. Responsible for business reviews, winning client support for growth.• Marquee clients include Aspen Marketing and United Healthcare.

ROHRICH Pittsburgh, PA A $42MM privately-owned distributor and provider of transportation/automotive products and services to the retail market with focus on excellence in customer service.Reporting directly to General Sales Manager, responsible for direct sales and internet sales revenue generation, including operations, marketing, and customer service. Promoted brand awareness and loyalty through value positioning and negotiations.• Delivered 125% of quota; Deal size $5K to $65K; increased sales by 118% in 36 months• Grew repeat/referral business to 1/3 of total revenue.• Ranked in the top five in annual sales for 3 years in a row.• Championed reporting model which became company standard throughout organization.• Implemented Best Practices to train sales reps in call scripting.

A $500MM outsourcing service provider (inbound/outbound, web, e-mail) of customer relationship management and fulfillment services for Fortune 500 companies.Reported to Director of Client Operations. Responsible for management of two outsourced projects for major cellular telephone client (US Cellular) including inbound/outbound call center services for both internal workforce and customers. • Project scale ranged from $2MM to $3.7MM annually. Without exception all projects delivered on time/ under budget• Led operations for IT, Human Resources and Recruiting teams, with 3-5 direct report managers and 140 indirect reports at peak. • Prepared financial forecast and managed performance to budget. Margin goals in 40% range, averaging $3MM in annual revenue.• Operational excellence and flexibility won client’s increased business commitment in unannounced assessment of all their outsourced vendors.

Represented AT&T in the day-to-day relationship between them and an outsource agency to provide optimal customer service to AT&T Consumer Services Long Distance Customers. Supported the external vendor(s) in any way to help them achieve the targets as indicated in contracts. Monitored and reported the performance in relation to contractual objectives, resolved disputes between activities and contract verbiage. External Channel Managers were also the first step of clarification regarding methods and procedures in support of one External Channel Performance Manager per site, i.e., multiple sites within one organization, or multiple organizations/working agreements.

Ensured that the customer service call centers were embedded with the infrastructure and processes needed to handle customer inquiries. Worked closely with the marketing manager to ensure that the service or product was accurately represented in definitions for the call flow, and funded based upon customer response. Publicized new products and services to the customer service call centers, and in so doing, served as lead point of contact for feedback from the call centers.

Led the Service Delivery Implementation Team (SDIT), as well as the results review for the SDIT, which was comprised of members representing eight internal call centers. Published the results for service measurements impacting as many as 8,000 representatives and the management that supported them. Retrieved the data, formatted it, and facilitated the discussions related to it. The Strategy Implementation Manager (SIM) also functioned as the subject matter expert facing the call centers on as many as five different metrics or services. The relationship between the service delivery manager and the SIM was basically be back to back – one facing marketing, the other facing the call centers. SIMs were also key in goal setting for the sites

These positions required customer service/verbal skills using various software platforms. Completed and corrected billing of long distance calls. Customer Service Representatives conducted bill investigation and explanations for customers in a service-focused sales environment. Exceptional p

Bachelor Of Arts, Communications

Graduated Cum Laude while concurrently working full time at AT&T.

General, General