Marc James

About Marc James

PROFESSIONAL SUMMARYExecutive customer champion, passionate for innovation and continuous improvement; must be strategic, optimistic, and decisive who operates both strategically and tactically. Consistent history of building teams, achieving critical business goals, building, and managing multi-million-dollar budgets, transforming the customer experience and increasing revenue. Thrives in dynamic environments; eager to lead and manage change within the team and across the organization. Proven track record in inbound/outbound sales, contract management, customer service, technical and online support.Strategic ChampionOver thirty years of championing the customer experience and operational excellence. Ability to develop and deliver strategic, financial, operational, and organizational plans that drive company performance through establishing and translating strategic business goals into operational solutions that include implementation with reporting and controls to measure success. Bring the strategic plans to life with creative offerings and winning go-to-market activities. Champion the team’s roadmaps for products and services that address market problems and help us achieve our mission; submit business case.LeadershipA people first leader with a proven record in developing high performance, cross-functional teams that value relationship building to achieve success. Highly effective working in matrixed organizations, building relationships and collaborating to ensure achievement of MBOs. Excellent verbal, written, presentation, negotiation, and customer relationship skills. Activate the team to implement successful sales and marketing approaches that solidify our competitive advantages, delight our current customers, and create new customer relationships.Finance and Operations AcumenComprehensive understanding of forecasting, modeling, and staffing and measuring performance of contact centers. Ability to partner to develop and deliver strategic, financial, operational, and organizational plans that drive company performance. Set goals (KPIs), secure resources (eg. R&D, digital development, marketing investments), and align cross-functional team to hit targets.

Experience

1. Vice President Customer Service

   Time Warner Cable

   Feb 2017 — Present

   Bottom line responsibility for $52M operating budget, including managing departmental expenditures and staying within budget guidelines. revenue, headcount, capex, and all expenseso Responsible for key performance indicators, improving operational efficiency by 20%, customer experience by 9% and first call resolution by 13%, through education and performance management. o Identified and implemented multiple process and procedural improvements that increased productivity, employee morale and customer experience. o Direct hiring and staffing for call center based on workforce capacity and schedule adherence requirements, increasing staffing from 87 to 800. o Modified employee training to increase the effectiveness of delivery of training to frontline customer facing employees. Graduation rates improved from 70% to 90% per class. o Developed a highly diverse culture, including consistency, accountability, and continuous improvement. o Built a highly efficient leadership and support team to ensure continued success.

Education

• Bellevue University

  Master of Science - MS, Industrial and Organizational Psychology

• Fox School of Business at Temple University

  EMBA, Business Administration

  2007 — 2009

• Excelsior University

  Bachelors of Arts, History

Skills

• Team Leadership
• Human Resources
• Customer Experience
• Sales
• Coaching
• Process Improvement
• Customer Retention
• Customer Service
• Leadership Development
• Vendor Management
• Video
• Account Management
• Project Management
• Change Management
• Forecasting
• Call Centers
• Strategy
• Product Management
• Customer Satisfaction
• Training
• Business Analysis
• Crm
• Call Center
• Cross-Functional Team Leadership
• Business Process Improvement
• Management
• Team Building
• Telecommunications
• Analysis
• Operations Management
• Program Management
• Leadership
• Strategic Partnerships
• Strategic Planning
• Employee Relations
• Contact Centers
• Inside Sales
• Wireless