Jim W.

VP, Client Experience @Encore Technologies

Norwood, OH, US

My time at Encore has been a journey of transformation, from fixing a single strategic account to building and scaling the entire service operation. It was a masterclass in turning operational chaos into a data-driven engine for growth.Architected the Core Business Functions: I designed, proposed, and built the company\'s first centralized PMO and Client Success divisions from the ground up, replacing operational ambiguity with scalable frameworks.Built a Unified Platform for Growth: I led the business transformation to a unified platform on Salesforce, administering the ecosystem for everything from opportunity management to PSA to the reports and analytics used in daily operations.Steered Fiscally Responsible Growth: I spearheaded the operational strategy that was a key contributor to high revenue growth, balancing rapid expansion with disciplined management by creating data-driven proposals to justify every new hire.Fostered a Culture of Ownership: I launched \'Synergy 360,\' a culture-building initiative that empowered team members as \"Process Champions\" to drive continuous improvement.