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@epiphanymgmt.com
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3 phones found area 330 and 503
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Jim Talley is listed as Contact center leader delivering world-class onshore customer service for healthcare technology innovators across the US | President and COO @ Epiphany Management at Epiphany, based in Akron, Ohio, United States. AeroLeads shows a work email signal at epiphanymgmt.com, phone signal with area code 330, 503, and a matched LinkedIn profile for Jim Talley.
Jim Talley previously worked as President and Chief Operating Officer at Epiphany and Director Board Of Directors at Towpath Credit Union. Jim Talley holds Bsba, Finance from The University Of Akron.
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AeroLeads found 1 current-domain work email signal for Jim Talley. Compare company email patterns before reaching out.
A contact center is a people business and that’s certainly the case at Epiphany - our people are the beating heart of our business. As the leader, it’s my mission to ensure that our agents are equipped with the right problem-solving skills, domain expertise, and can-do attitude, so we go beyond the service our clients expect. I have worked in the customer care business for nearly my entire career, starting as an account services representative in a call center while I was finishing up college. At the time, it was just a part-time job to earn a few bucks, but at the point, I was about to take a job in banking, I got a tap on the shoulder from a leader who would ultimately become my mentor. I was offered a job in a management training program… and in nearly 30 years of working in the business, I haven’t turned back. Having started as an agent and worked my way through various roles in sectors such as retail, credit customer support, and financial services - I understand the challenges agents face and the huge opportunities that exist to make the job more rewarding and deliver stellar service to customers.I aim to ensure my approach is empathetic and for Epiphany to offer employees a healthy work-life balance, combined with interesting and meaningful work. Today it’s me doing the shoulder tapping, developing a passion in our team members to deliver the support and experience that customers deserve.Throughout my career in contact center leadership, I’ve built a track record of improving processes and procedures within highly regulated industries while promoting national brands and delivering superior customer experiences. Translated to my role at Epiphany, this means being able to drive value for clients, as we help them improve their products, services, and CX processes.Outside of my life leading our contact center, I am a big fan of the great outdoors. Living in beautiful Ohio, at the heart of it all, I like to explore this amazing country and enjoy fishing, kayaking, hiking, and camping.
Listed skills include Leadership, Customer Service, Management, Team Building, and 20 others.
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Akron, Oh, Us
Leader of Epiphany’s contact center operations, focused on providing frontline support for the healthcare tech market. My role is to ensure our people, processes and technology work seamlessly together to ensure our clients receive the best possible service, so they have peace of mind that their brand is safe and their customers are in best hands possible.
Fairlawn, Oh, Us
Serving the Credit Union as a Director on the Board of Directors. At Towpath Credit Union, our mission is simple: We will deliver the best Member experience while improving the financial wellness of our communities. We provide warm welcome service, individualized attention, accountability, trusted and professional advice, and confident expertise.
Washington, Dc, Us
Disaster Action Teams (DAT) provide 24-hour emergency response to local disasters, particularly house fires, ensuring that those affected have access to resources for basic necessities such as food, shelter and clothing. As a Disaster Action Team, we provide emotional support, financial assistance, and information to help families begin the process of recovery.
Beaverton, Oregon, Us
Site leader of Directors, Managers, Supervisors and team members for the Akron facility. Managed cross-functional services, including launch of Akron office, customer services and support, collection and recovery, post charge-off debt sales, agent and development training, quality assurance and remote workforce initiatives. Responsible for key program and performance on service level agreements for national branded clients including financial organizations, retailers and healthcare services. Developed and implemented business strategies and initiatives in line with applicable laws and compliance policies to drive company growth, increased customer satisfaction, and manage risks. Established recruiting, retention, engagement, career path, and succession planning. Expanded existing work from options and led operations initiative to get all associates working from home in 2020 at the onset of pandemic.
Akron, Ohio, Us
During this role, I was leading a call center group of 750+ members, including four directors, chat agents, workforce management, and dialer administration. Launching work from teams, developing employee retention strategies and enhancing national brands. I oversaw performance of delinquencies and bad debt on $2B+ private label in-house credit portfolio while delivering a superior customer experience to card holders. I devised training and incentive plans, led project management, maintained efficient team structure through analytics, processes and tools. I designed and implemented contact systems for outbound and inbound dialing, mailing, text, and chat. I responded to and minimized complaints surfaced through state or federal regulatory agencies, BBB, AG, FTC, and CFPB. I partnered with internal compliance and external counsel to assure policies and strategies adhered to FDCPA, TCPA, FCRA, applicable state collection and dialing laws.Key Contributions:• Saved $17M by developing omnichannel contact strategy and improving bad debt YoY.• Built high performing team that outperformed the industry and provided world class service to customers.• Led due diligence efforts and projects for first party outsourcing and collection servicing from the sale of the credit portfolio.
Akron, Oh, Us
I directed collection of $300M in monthly delinquencies from 30 day delinquencies up to charge off and the company's performance to the reserve for bad debt. I coordinated with staff of 500+ members, including two directors, nine managers, and 36 supervisors. I managed delinquent accounts by selecting collection and dialer systems used by agents and interfaces with company systems. I established solid relationships with attorney firms to take legal action against delinquent debtors. I complied with TCPA requirements and cell phone number scrubs necessary for dialing and collecting from customers.Key Contributions:• Achieved excellence award for leadership and exceptional services.• Initiated leadership acceleration program that enabled business expansion and cross training of key high potential managers.• Developed and implemented legal demand program that generated ~$40M in pre and post charge collection results annually.
Akron, Oh, Us
I built a team of four managers, 15 supervisors, and 250 clients. I devised dialing and letter strategy for all AR collections. I enhanced efficiencies of collectors by organizing training programs. I established call monitoring standards and introduced collection call model. I also prepared collections metric and performance reports.Key Contributions:• Solved complex business issues that resulted in technological improvements generating $10M in annual SG&A savings.• Established and directed a team to select, procure, develop, and implement a contact management system, generating 40% improvement in contact rates and $212M in payments.• Architected data analytics and metric based approach to manage performance and business decisions.
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Jim Talley works for Epiphany.
Jim Talley is listed as Contact center leader delivering world-class onshore customer service for healthcare technology innovators across the US | President and COO @ Epiphany Management at Epiphany.
AeroLeads has found 1 work email signal at @epiphanymgmt.com for Jim Talley at Epiphany.
AeroLeads has found 3 phone signal(s) with area code 330, 503 for Jim Talley at Epiphany.
Jim Talley is based in Akron, Ohio, United States while working with Epiphany.
Jim Talley has worked for Epiphany, Towpath Credit Union, American Red Cross, Genesis Financial Solutions, and Signet Jewelers.
You can use AeroLeads to view verified contact signals for Jim Talley at Epiphany, including work email, phone, and LinkedIn data when available.
Jim Talley holds Bsba, Finance from The University Of Akron.
Jim Talley is listed with skills including Leadership, Customer Service, Management, Team Building, Credit, Retail, Forecasting, and Process Improvement.
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