James R. Lee

About James R. Lee

Senior Operations Leader and Process Engineer who builds and manages highly motivated teams that deliver world class service while improving cycle times and reducing costs in high volume, complex, client facing business units.Transforms under-performing teams and sub-optimal processes to exceed corporate objectives and drive customer satisfaction. Proven at developing and executing business plans to dramatically improve service delivery. Skilled at data trending and aggregation to identify and improve key performance metrics. Develops strategic initiatives and marketing efforts to create competitive differentiation. Passionate about mentoring leadership and creating highly engaged and motivated work teams to exceed customer and client expectations. MBA and Six Sigma Black Belt who excels at leading in high volume environments and supporting multiple verticals. Expert at leveraging people management, procedural change, and technology development to improve performance while enhancing quality and reducing costs.Specialties: Process ImprovementOperations LeadershipCustomer and Client ServiceSix SigmaForecasting and Statistical AnalysisContact CenterNegotiation Principal, Launch Pad Skydiving, LLC

Experience

1. Senior Lead Technical Project Manager

   Lumen Technologies

   Jun 2024 — Present

   Spearheading Lumen\'s effort to impact cancellations and drive increased revenue through cancellation avoidance. Agile project manager and scrum master.

Education

• W. P. Carey School of Business – Arizona State University

  Master of Business Administration (MBA), Quality and Reliability

  2006 — 2008

• University of Phoenix

  Bachelor of Science, Business Management

  2003 — 2004

Skills

• Call Center
• Process Improvement
• Six Sigma
• Negotiation
• Operations Leadership
• Customer Experience
• Data Analysis
• Change Management
• Operations Management
• Team Building
• Leadership
• Cross-Functional Team Leadership
• Business Planning
• Sales
• Call Centers
• Crm
• Product Development
• Customer Service
• Management
• Training
• Program Management
• Marketing
• Project Management
• Team Leadership
• Customer Satisfaction
• Business Process Improvement
• Recruiting
• Risk Management
• Business Development
• Forecasting
• Strategic Planning
• Project Planning
• Contract Negotiation
• Human Resources
• Budgets
• Entrepreneurship
• Vendor Management
• Contact Center Management
• Contact Center Operations
• Business Strategy