James Rhymes

Experience

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  Lumen Technologies

  Dec 2009 - Oct 2022

  Formerly CenturyLinkI have supported multiple teams of 20 people with advanced ordering and call support as well as escalated customer issues with a strong focus on first call resolution. I also revied daily numbers and assign work to ensure we met our service level agreements as well as coaching to ensure order quality and the customer’s experience remains excellent. I received multiple special projects that are constantly changing and challenging and create best practices to process the special projects. I have worked on multiple teams ranging from bringing new customer’s service from other providers to CenturyLink to proofreading the phonebook. I cross trained as business needs changed to ensure the customer’s questions are able to be answered and all needs are able to be met through phone, email and online chat communications. Show less

  • Business Analyst II

    Jul 2019 - Oct 2022

  • Customer Order Resolution Rep

    Dec 2009 - Jul 2019
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  NIGHTMARE PRODUCTIONS

  Sept 2014 - Nov 2016

  General Manager

  I oversaw 35 people consisting of actors, make-up artists, cashiers, and security guards. I ensured proper actor coverage and training to provide a fun and safe environment for customers and employees. I resolved multiple employee disagreements and addressed all customer concerns that arose in a professional and courteous manner.

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  Brightspeed

  Oct 2022 - now

  I am focusing on operational support for our channel operations organization by supporting overall process improvement and developing quick automations using the Microsoft Power Platform for our organization's operations team. I transitioned as a part of of the sale of certain states to continue roles and responsibilities from Lumen Technologies.

  • Lead Operations Analyst

    Jun 2024 - now

  • Business Analyst II

    Oct 2022 - Jun 2024