Executive Summary

Award winning seasoned, expert customer service professional successful in call center design and management.

Employment History

Training Consultant 04/12 to Present

Lewis Enterprises, Washington DC

Independent leadership and customer service training contractor. Worked with outside companies to help improve

services and management operations.

Clients have included the I.R.S., Food & Drug Administration, Job Corps and The Teachers Association.

Director of Call Center Operations 09/11 to 4/12

DAON DTIS/AAAE, Alexandria VA

B2B & B2C

Avg. Delay Before ANS. - 12 sec.

Avg. Monthly ABD - 2%

Oversaw developed and created call center used for IRS Tax Professionals & The UPS Store. Responsible for developing

the business insight, job skills and work habits of the existing customer service unit for vendors such as PNC Bank, All

US Airports and the Alabama Department of Criminal Justice. Analyzed monthly reports, proactively addressed issues,

and communicated findings and suggestions to senior management team. Facilitated the ongoing education of the

customer service staff with regards to industry and regulatory updates, new products and trends.

Addressed day-to-day issues, resolved problems and maintained personal contact with clients and sales staff

through phone calls

Developed and execute strategy to achieve SLA's and quality goals, maximized voice of customer scores, and

improved customer retention

Recruited and hired front line staff. Managed a team of remote work from agents via InContact system

Managed and optimized key financial measures including operating margin, training costs, recruiting costs and

other similar indicators of financial performance

Director of Client Services 6/03 to 09/11

Silvers Enterprises Inc, Laurel MD

B2B & B2C Company

Avg. Delay Before ANS - 22 sec.

Avg. Monthly ABD - 3%

Staff Attrition - 2%

Responsible for ensuring profitability, productivity, efficient operations, and successful achievement of corporate

goals and objectives. Directly responsible for the successful execution of project implementation, quality control,

employee development, processes, and call center solutions. Responsible for employee evaluations, quality control

programs, payroll, billing, and account profitability. Responsible and accountable for operations of all areas of the call

center to ensure that business objectives were met and that customer satisfaction standards were achieved for all

customer contacts (IB calls, OB calls & emails). Identified and implemented new procedures and technologies.

Managed service levels, workflows, call flows and statistical reporting. Ensured that the systems and technology

infrastructure were sufficient to meet company needs. Ensured operational excellence of skills, knowledge and

capacities to meet the scheduled needs.

Directed and lead all aspects of daily call center operations

Lead, motivated, and developed the call center department by establishing priorities, providing clear

direction, and actively coaching and developing direct reports

Implemented staffing plans to ensure department met corporate objectives

Created, monitored and maintained department budget

James Lewis _________________________________________________________________________________________

3573 Fort Meade Rd. #606 Laurel MD 20724

(202) 997-3329 – lewisjames62@gmail.com

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Manager, Information Central 7/00 to 6/03

The American Institute of Architects, Washington, DC

Not For Profit Association

Avg. Delay Before ANS - 20 sec.

Avg. Monthly ABD - 3%

Staff Attrition - 6%

Directed and coordinated activities of Customer Service Operations including day to day and strategic activities to

include people, technology and process development. Aided the Chief Operating Officer in formulating and

administering organization policies by performing duties personally or through subordinates. Responsibilities

included developing and implementing procedures pertinent to the effective and efficient operation of the Customer

Service Department; Monitoring programs and procedures to ensure on-time delivery and customer satisfaction.

Maintaining in-depth working knowledge of AIA systems and processes; Set performance standards to meet service

goals of company. Structured the training agenda for department members; Measured Customer Service Rep

performance and made employment decisions; Provided feedback to Operations and Technology teams to ensure all

customers had accurate and timely information on issues; Assisted Customer Service Reps/Sales/Developers in

troubleshooting system or customer issues that required special handling; Partnered with the management team to

align customer service department policies and systems with the company's objectives. Oversaw customer issues and

ensure effective and long-term problem resolution.

Managed and directed all call center operations

Implemented quality assurance procedures and guidelines

Created all center metrics and ensured achievement of established guidelines

Implemented technology enhancements including ACD report upgrades,

“Askit” system and an e-mail response system

Coordinated the creation of AIA’s technical support call center

Performed call critiquing sessions, staff monitoring and performance reviews

Executed successful outbound call strategies utilizing auto dialers for sales support of proprietary

software

Director of Customer Service 3/97 to 7/00

AnotherUniverse.com, Manassas, VA

B2C

Avg. Delay Before ANS - 10 sec.

Avg. Monthly ABD - 4%

Staff Attrition - 5%

Directed all customer service operations and data entry activities. Responsible for staff recruitment, retention and training.

Coordinated all company sales and up sell programs and quality control measures.

Ensured full compliance with FTC requirements

Served as subject matter expert on topics pertaining to comics, action figures and science fiction

Developed excellent internal relationships with Sales Operations and Marketing

Identified ethical, innovative and customer oriented strategies in response to changing corporate needs, and

collaborated with peers and internal partners to develop solutions to customer service challenges

Ensured departmental training was effective, efficient and met all internal quality requirements

Ensured adequate staff coverage was provided and performance metrics were met

Implemented monitoring tools to ensure department was operating at optimal levels, and providing excellent

customer service. Continuously analyzed data and implemented tactical changes as required.

Evaluated customer complaints and implemented process improvements as appropriate

James Lewis _________________________________________________________________________________________

3573 Fort Meade Rd. #606 Laurel MD 20724

(202) 997-3329 – lewisjames62@gmail.com

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Director, Information Central 6/94 to 3/97

Association for Investment Management & Research, Charlottesville, VA

Not For Profit Association

Avg. Delay Before ANS - 20 sec.

Avg. Monthly ABD - 2%

Staff Attrition - 3%

Designed and built AIMR Call Center. Monitored and evaluated performance related to service goals and objectives,

analyzed variances, performed process improvement audits and developed and action plans to achieve optimal results.

Forecasted call arrival patterns to ensure necessary staffing levels to support customer demand. Developed and

monitored benchmark standards to improve customer satisfaction and overall service levels. Identified trends in

inbound volumes and call flows. Analyzed root causes, and developed action plans to maximize customer satisfaction.

Designed and created associations first call center

Implemented all policies and procedures for customer service department

Managed company telecommunications operations

Established association’s guidelines for e-mail responses

Education

Business Communication Review Certificate Call Center Management

Howard University Liberal Arts Studies

Achievements

2X recipient of an American Institute of Architects Distinguished Service Award

Published Author Call Center Magazine, 2004

Published Author Customer Interface Magazine, July 2001

Published Author Service Level Newsletter, October 1997

Acknowledged as an "Inspirational Manager" by the Incoming Calls Management Institute, August 1994

Profiled in Upscale Magazine, March 1995

Featured in Service Level Newsletter for Call Center Managers, January 96