James Archer

About James Archer

James has a passion for operational excellence and proven change management skills that can drive business transformation agendas.

Experience

1. Director, Contact & Servicing Center

   defi SOLUTIONS

   Apr 2018 — Present · Buffalo/Niagara, NY, US

   Robust multi-layered leadership responsible for all aspects of the defi SOLUTIONS contact center offering with direct ownership of 200+ FTE and all business delivery process lines:• Early, mid and late-stage collection contact strategies, back line collection process optimization, and pre and post charge off recovery liquidation• Best in class Customer Service support for both auto and retail banking support• Auto lease end maturity management• Tier 1 help desk support• Day to day workforce management consisting of site wide scheduling, forecasting, capacity planning, budgeting, internal and external reporting, process analytics, and RPA management

Education

• Sacred Heart University

  Bachelor of Science - BS, Business Administration and Management, General

  1994 — 1998

Skills

• Six Sigma
• Forecasting
• Customer Service
• Management
• Credit Cards
• Call Center
• Process Improvement
• Operations Management
• Outsourcing
• Cross-Functional Team Leadership
• Bpo
• Operational Excellence
• Credit
• Customer Satisfaction
• Team Building
• Leadership
• Change Management
• Vendor Management
• Crm
• Strategic Planning
• Relationship Management
• Workforce Management
• P&L Management
• Metrics
• Offshoring
• Program Management
• Training
• Call Centers
• Strategy
• Business Analysis
• Risk Management
• Financial Services
• Executive Management
• Project Management
• Business Process Improvement