Josh Adams

About Josh Adams

Goal-oriented leader with proven call center management, corporate training, and project management experience with a leading Fortune 100 company. Bring capabilities for 1) leading call centers to top levels of performance; 2) training, supervising, and motivating employees; 3) generating revenue increases and minimizing financial losses; and 4) maintaining high levels of quality, efficiency, and customer satisfaction. Experience directing operations, developing new programs, standardizing processes, serving on leadership teams, and managing special projects involving procedural, technical, quality, customer service, and employee performance improvements. Representative distinctions include:• Improved internal collaboration, communication, and information access for more than 1,100 employees by building and implementing websites and databases using SharePoint.• Standardized business practices across 4 call centers by analyzing/re-developing 100+ processes. • Created on-line standardized training manuals that provided step-by-step procedures for Escalation Managers, Call Center Supervisors, and Call Center Agents.Specialties: Call Center Operations Management • Call Center Restructuring • Workflow Process Standardization • Operations Analysis/Enhancement • Performance Monitoring • Quality Control • Information Management • Staff Training/Incentive Programs • New Product Launch Campaigns • Customer Service Initiatives

Experience

1. Senior Manager of Customer Care

   BHS Corrugated North America

   Jun 2025 — Present · Knox County, TN, US

Education

• East Tennessee State University

  Bachelors

• Sullivan East High School

  General Studies

• Colorado Technical University

  Masters of Business Administration

Skills

• Customer Service Operations
• Contact Center Optimization
• Contact Center Strategy
• Vendor Management
• Cost Reduction Strategies
• Workforce Management
• Process Operations
• Team Building
• Microsoft Excel
• Quality Assurance
• Concept to Launch
• Process Engineering
• Technical Support
• Business Analysis
• Salesforce.com
• Data Analysis
• Contact Centers
• Strategy Implementation
• Call Center Start-Up
• Sales Order Processing
• Project Management
• Cross-Functional Team Leadership
• Leading Change
• Operations Management
• Contact Center Operations
• Coaching
• Process Improvement
• Call Center
• Leadership
• Customer Satisfaction
• Training
• Sharepoint
• Call Center Development
• Service Operations
• Speech Analytics
• Business Process Improvement
• Voice of the Customer
• Customer Service
• Avaya
• Business Intelligence