James Boone
Phoenix
Summary
Results-driven professional with 19 years of experience in customer service and call center management, seeking a Call Center Manager role. Proven track record as a Call Center Manager at PSI Services LLC, enhancing operational strategies, systems, and staff management. Expertise in KPI establishment, performance reviews, and strategic planning, complemented by strong communication, analytical, and organizational skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Director of Customer Care
OneMain Financial
11.2021 - Current
- Oversee daily operations and staff management of the customer contact center, ensuring efficient service delivery and alignment with organizational goals.
- Establish and monitor key performance indicators (KPIs) to evaluate and enhance service quality and operational efficiency.
- Manage department budget and coordinate third-party vendor relationships to optimize resources and support strategic objectives.
Call Center Manager
PSI Services LLC
10.2014 - 11.2021
- Developed and implemented call center strategies and operations, enhancing systems and processes to improve overall efficiency and customer satisfaction.
- Conducted needs assessments and performance reviews to determine operational strategies and ensure alignment with organizational goals.
- Managed staff effectively, leading to improved productivity, quality, and adherence to customer-service standards.
- Evaluated and identified cutting-edge technologies, contributing to strategic planning and decision-making processes.
Call Center and Dispatch Manager
Mv Transportation Inc.
03.2020 - 10.2021
- Ensure that performance standards are adhered to and ensure that call center operations, including but not limited to reservations, cancellations, estimated time of arrivals (ETAs), and Standing Orders are managed per scope-of-work requirements.
- Attend and participate in bimonthly Agency Call Center Supervisor Meetings.
- Appropriately staff the call center.
- Manage and oversee training, scheduling of staff and re-training in any deficient areas the call center staff.
- Monitor and oversee all quality assurance/customer service of all call center staff.
- Oversee passenger trip requests manually or through use of automated system to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths, etc.) and considering operator and vehicle availability and vehicle capacity types.
- Oversee when necessary rescheduling trips when necessary in the event of operator or vehicle shortages and in consideration of project work scheduling policies.
- Act as the direct liaison with the client for the call center and its employees.
Customer Service Manager
Avesis
12.2012 - 10.2014
- Managed daily operations of the customer service center, implementing processes and procedures to ensure high-quality service for both providers and customers.
- Established and monitored key performance indicators (KPIs), conducted one-on-one meetings with direct reports, and identified opportunities for technological and procedural improvements.
Collection Manager
Associated Creditors Exchange
09.2008 - 12.2012
- Managed and developed teams ranging from 7 to 32 members, overseeing projects to enhance departmental and individual performance outcomes.
- Audited delinquent accounts and reported on group and individual delinquency percentages, serving as the primary contact for escalated issues.
- Conducted performance reviews and participated in weekly client meetings to discuss current productivity and future forecasts.
Collection Manager
Nationwide Credit Inc
09.2007 - 09.2008
- Managed and trained a team of 10-15 collectors, overseeing collection activities and ensuring compliance with FDCPA regulations.
- Conducted regular audits and performance reviews, improving individual and team results by coaching on negotiation and skip tracing techniques.
Collection Manager
Primary Financial Services
12.2005 - 08.2007
- Managed and developed a team of 10-15 collectors, providing training in effective collection and skip tracing techniques, and ensured adherence to FDCPA compliance.
- Negotiated repayment of past due credit cards and acted as the point of contact for escalated situations, while tracking and overseeing individual, team, and company collection goals.
Education
Bachelor of Science - Economics
Central Connecticut State University
New Britain, CT05-1995
Skills
- Time Management
- Communication Skills
- Analysis Skills
- Microsoft Powerpoint
- Microsoft Office
- Organizational Skills
Certification
- Driver's license
- Management & leadership skills: Impact & influence, Indeed Assessments Sep 2021
Timeline
Director of Customer Care
OneMain Financial
11.2021 - Current
Call Center and Dispatch Manager
Mv Transportation Inc.
03.2020 - 10.2021
Call Center Manager
PSI Services LLC
10.2014 - 11.2021
Customer Service Manager
Avesis
12.2012 - 10.2014
Collection Manager
Associated Creditors Exchange
09.2008 - 12.2012
Collection Manager
Nationwide Credit Inc
09.2007 - 09.2008
Collection Manager
Primary Financial Services
12.2005 - 08.2007
Bachelor of Science - Economics
Central Connecticut State University
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