James June

Experience

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  United States Marine Corps

  Sept 1996 - Sept 2000

  Corporal / Infantry Squad Leader

  • Accounted for and managed the logistical needs and human resource concerns for 40 Marines• Partnered with international forces to provide security, training, and counter terrorism response capabilities • Coordinated information and security for joint operations with the DOE, US Marshals, and Lockheed Martin Aerospace• Trained, coached, and evaluated Marines towards performance and promotion goals

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  Norfolk Fire Department

  Jun 2004 - Jul 2008

  Firefighter/ EMT-E

  • Coordinated emergency response and search & rescue operations for calamity events• Provided fire suppression, medical treatment, triage, and emergency transport services • Acted as a regional logistics coordinator for Virginia and accounted for 3.5 million dollars’ worth of disaster management assets.

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  Sentara Leigh Hospital

  Feb 2005 - Jun 2008

  Emergency Room Technician

  ▪ Provided emergency room services that included drawing labs, EKGs, setting IVs, and general patient and hospital team support.

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  WACKENHUT FIRE & EMERGENCY SERVICES

  Aug 2008 - Jun 2009

  Firefighter/ Human Resources Manager

  • Managed overall theatre accountability process, record keeping, and HR operations.• Interacted with all levels of management to generate movement orders, facilitate rehire processing, and employee out-processing. • Ensured data accuracy and updates for personnel database• Provided in-theatre briefings to new arrivals and acted as point of contact for problem resolution• Provided fire suppression and emergency response services for US military installations

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  TeleTech

  Aug 2009 - Sept 2017

  Executive Director Of Operations

  • Led multiple directors in an operational organization supporting Health and Wellness clients across a global footprint (US, Philippines, LATAM).• Managed P&L, cost efficiency, and program delivery strategies to ensure shareholder value and customer satisfaction generating business growth • Collaborate with legal and client stakeholders for SLA development, implementation, and relevant updates to MSA and SOW contract documents• Manage service levels based on client contract agreements via partnership with workforce management professionals that provide intraday, daily, and weekly forecasts and managed real-time intraday performance based on client SLA requirements.• Provides deep level reporting packages and root cause analysis to executive teams and clients.• Responsible for daily/weekly/monthly manpower management aligned to call volumes as well as AHT, shrink and time off and OT thresholds to maintain financial performance. • Integrated closed loop governance and initiatives to drive quality outcomes and become the vender partner that sets the bar for performance achievement• Developed reporting to manage improvements in individual, team and queue performance.• Supports the call center by leading cross-functional meetings to give input on improvement opportunities with Work Force, Training, Quality, and Talent Acquisition.• Supports and communicates business goals, quality standards, processes, procedures and policies.• Mentored leadership to build skills on analytics, data interpretation, and presentation to key stakeholders in order to establish bench strength and overall business continuity• Acts as the cross functional site lead to coordinate country/global initiatives and drive compliance. Show less

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  Anaya's Way Inc.

  Oct 2017 - Sept 2022

  Chairman of the Board

  ▪ Provided crisis and disaster response including education, resources, food, and logistical support to affected communities. ▪ Established the organizational strategy, including planning and reviewing proposed activities, and ensuring resources and manpower were developed.▪ Worked with local churches and other nonprofits to establish a cohesive regional approach to care for food, medical, and educational needs.▪ Provided 5000 families that were impacted by the Ta'al erupting in the Philippines with meals by partnering with Fedex, the Philippine Army and Coast Guard, and local community churches.▪ Provided 200 at risk families in Arkansas with a months worth of food at the height of the Covid Pandemic. Show less

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  IBEX

  Dec 2017 - Jun 2019

  Director Site Operations

  ▪ Partnered with industry leaders in the Technology, Telecommunications, and Transportationsectors to improve their customer service delivery models to drive consistent improvements incustomer experience.▪ Implemented process and environmental adjustments that led to a 3% reduction in annualattrition and 9% reduction in absenteeism.▪ Mentored and developed the leadership team via up-training classes and skill building sessions.▪ Managed P&L and optimized center level budget to improve OM by 4% and exceeded allplanned program financial targets.▪ Partnered with clients and local community leaders to support business launches and workforcedevelopment.▪ Responsible for staff planning and schedule optimization to meet staffing requirements across a24X7 service window.▪ Coordinated with department heads in multiple business segments to ensure policy complianceand alignment to corporate directives.▪ Supported and communicated business goals, quality standards, processes, procedures andpolicies.▪ Led emergency response activities onsite and coordination for business continuity plans.▪ Acted as the cross functional site lead to coordinate country/global initiatives and drivecompliance Show less

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  Remax

  Oct 2019 - Mar 2020

  Licensed Realtor
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  Square

  Feb 2020 - Feb 2023

  Global Partner Operations Lead

  ▪ Oversaw global contact center partner networks, enhancing partner support strategies acrossFintech work placements.▪ Provided consultative guidance on contact center best practices and SLA expectations leadingto consistent achievement of key KPIs.▪ Partnered with key stakeholders to expand support channels and reduce customer friction.▪ Collaborated to introduce, update, and fine-tune tools, optimizing operational delivery andreducing transfers by 13%.▪ Achieved $8M annual savings through innovative cost-saving strategies.▪ Grew partner team, fortifying stakeholder relationships; expanded BPO presence by 10X in 2years, launching 5 service locations.▪ Spearheaded RFPs; managed MSA & SOW creation, negotiation, and rollout. Show less

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  FC Royale

  Jun 2022 - Nov 2023

  Vice President

  ▪ Cultivate local business relationships and identify sponsors to create an and expand the donor pipeline▪ Leads daily operations and coordination for our volunteer groups.▪ Manage P&L and create initiatives to expand revenue streams.▪ Acted as the local community and government liason to promote program awareness and community impact.▪ Developed training programs and seasonal leagues that provide opportunities for 500+ families.▪ Built 2 new venues for play in conjunction with local leaders.▪ Launched initiatives to promote diversity, equity, and inclusion impacting more than 100 low income families. Show less

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  Self-employed

  Nov 2023 - now

  Contact Center Consultant
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  Duly Health and Care

  Mar 2024 - Jan 2025

  Director of Shared Services
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  IQor

  Jan 2025 - now

  Vice President Client Services