James E. Bryant, Jr.

Experience

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  MCI

  Jan 1992 - Jan 1994

  Fraud Investigator
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  Consumer Markets

  Jan 1994 - May 1995

  Supervisor

  Interfaced with other supervisors to control customer erosion percentage. Developed and implemented motivational programs for team to reach optimal performance from a sales and collections perspective.

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  MCI WorldCom

  Jun 1995 - Mar 1998

  Evening Manager, Project Supervisor

  Responsible for leading and managing various projects within Call Center Services. Implemented initial project within center. Administered training for numerous projects. Supervised specialists and provided continuous coaching and development. Analyzed statistics and provided recommendations to ensure project met and exceeded revenue standards. Established procedures for projects in the areas of quality,recognition, collections and call statistics. Interfaced with internal and external clients on project and management guidelines requiring multi-tasking and strong organization skills. Show less

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  AT&T

  Jun 1998 - Sept 2001

  Responsible for activities which contributed to the acquisition, satisfaction and retention of customers. Reviewed and communicated all customer quality performance objectives to ensure compliance with corporate policy. Recruited, screened and interviewed applicants for awide variety of positions. Analyzed staffing needs for center anticipated call volume. Trained, evaluated, coached and counseled employeesto improve center performance. Managed high volume inbound call center with responsibilities for the implementation of the first everquality measuring system. Show less

  • Project Manager

    Apr 1999 - Sept 2001

  • Call Center Manager

    Jun 1998 - Nov 1999
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  Florida Department of Children & Families

  Mar 2002 - Nov 2002

  Child Protective Investigator

  Responsible for the investigation of alleged child abuse, neglect and maltreatment. Determines safety of children, placement of children and resolution of cases. Represents the department in court hearings and proceedings.

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  Nuvell Financial Services

  Nov 2002 - Jan 2005

  Collections Manager

  Responsible for managing and motivating to excellence, a staff of 8 to 12 associates in an automobile finance collections call center. Must ensure that monthly goals are met from an individual associate level as well as a team level for a range of 30 to 89 days past due accounts.

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  Nuvell Financial Services

  May 2005 - Jan 2008

  Senior Manager

  Provided leadership to a group of managers and their teams in reducing delinquency. Assistedthe Vice President with the development of departmental policy, implements and monitors the success of various incentive programs, monitors policy compliance, initiates corrective measures as needed and interviews potential hires.

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  Ally Financial (formerly Nuvell Financial)

  May 2011 - Oct 2013

  Operations Manager

  Liaison with top management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans. Monitor performance and implement improvements. Establish organizational structures. Delegate tasks and accountabilities. Establish work schedules. Supervise staff. Monitor and evaluate performance. Improve processes and policies in support of organizational goals. Formulate and implement departmental, and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.Utilize financial data to improve profitability. Prepare and control operational budgets. Plan effective strategies for the financial well being of the company. Responsible for ensuring and improving the performance, productivity, efficiency and profitability of departmental and organizational operations through the provision of effective methods and strategies. Show less

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  JEA

  Jun 2014 - Apr 2020

  Director Customer Experience

  Responsible for leading and managing a team of internal customer care managers that are responsible for leading the external customer service center of 150+ brand care specialists.Identify and implement best practices and methodologies for improving overall services operations and ensuring that the service level agreements are met.Provides leadership and business planning direction to team members in order to achieve annual business objectivesResponsible for the strategic planning and successful implementation of all facets of customer support and quality Liaises internally and works closely with department leaders for successful delivery of services and support Responsible for driving, organizing, and developing the Customer Operations team/systems to achieve the highest levels of customer issue resolution through accurate, timely, proactive and professional communications with customers Owns achieving and maintaining benchmark response times, customer activity metrics goals and customer service performance standards for all customer care interactions.Formulate of long and short-term operating budgets and other objectives of the Customer Experience DepartmentIdentify new tools and technologies to enable enhanced support the customer.Responsible for all aspects of performance management including interviewing, hiring, training, performance evaluations, and recognitionProvide effective, constructive and appropriate feedback and leadership to direct reports to foster positive, team atmosphere; ensure personal and professional development of direct reportsInitiate and assist with the creation, development, and implementation of processes and proceduresAbility to learn and understand multiple customer profiles for a diverse suite of brands and products and leading the department in shaping policies, procedures, and performance expectations around those profiles.Overseeing the relationship with the BPO call center vendor Show less

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  Bank of America

  Nov 2020 - Jul 2021

  Operations Manager
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  Northwell Health

  Jul 2021 - Jun 2023

  Operations Manager