James Bryant
Jacksonville,FL
Summary
Proven operations leader helping companies translate their business goals to reality, with 15+ years management experience. Military veteran adept at building highly performing, motivated, and positively engaged teams. Extensive background in strategic planning within inbound and outbound customer service/collections, phone, email and back office call center operations.
LinkedIn Profile: https://www.linkedin.com/in/james-e-bryant-jr-42a55315?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BW%2FEe2sqZR6mxky83Dff%2FUw%3D%3D
Overview
15
15
years of professional experience
Work History
Operations Manager
Northwell Health
Jacksonville, FL
07.2021 - 06.2023
- Implemented policies and standard operating procedures and managed quality, customer service and logistics by collaborating with various departments and peers.
- Identified areas of deficiency and performed root-cause analysis to solve problems through Excel and Powerpoint presentations.
- Created corrective actions based on adverse KPI trends.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Responded to information requests from superiors, providing specific documentation.
Operations Manager
Bank of America
Jacksonville, FL
11.2020 - 07.2021
- Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
- Conducted performance reviews providing coaching and feedback to benefit both company and employee.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
- Monitored resource use to achieve set goals within budget constraints.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Measured and reviewed performance via KPIs and metrics.
- Built strong operational teams to meet process and production demands.
Director of Customer Experience Centers
JEA
Jacksonville, FL
10.2014 - 04.2020
- Provided leadership to a dynamic team of 100 plus employees in charge of delivering an industry-leading customer experience to JEA's nearly 1 million electric, water and sewer customers.
- Ensured all Customer Experience Center strategies and operations are in alignment with JEA's strategic objectives including Earning Customer Loyalty, Delivering Business Excellence and Developing an Unbeatable Team with a strong understanding and practical experience in the following principles: Customer Experience strategies and best practice, effective leadership of people, business acumen, problem solving, conflict management and analytical skills, project management principles, workforce management, call center forecasting, business case development and review, financial analysis and reporting, driving for results, building effective teams and a commitment to continuous improvement of people, processes and systems.
- Accountable for over 1.5 million customer experiences annually (phone, internet,, chat, e-mail) within the residential phone center, and outage phone center.
- Implemented best practices for achieving customer satisfaction and high levels of first contact resolution for all customer interaction channels as measured by surveys, customer feedback and monitored metrics. Provided strategic and operational leadership, serving as a member of JEA's extended leadership team and the Customer Experience Business Units executive leadership team, reporting to the Chief Customer Officer.
- Forecasted, developed and administered the successful management of an $11 million plus budget, Capital, O&M including variance reporting and created a positive working environment as measured by employee work environment surveys, as well as ensuring customer and operational metrics optimized profitability for achieving first contact resolution, quality, accuracy and productivity goals.
Manager of Customer Contacts
JEA
Jacksonville, FL
06.2014 - 10.2014
- Provided leadership, expertise and insight to ensure superior customer service to all phone-in, walk-in, mail-in, and internet-active customers.
- Spearheaded continuous improvement in Customer Relationship business metrics and increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
- Performed account level reviews and root cause analysis.
- Managed 18 direct customer service advocates.
- Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets. Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement. Promoted to Director.
Operations Manager, Customer Experience
Ally Financial Inc.
Little Rock, AR
05.2011 - 10.2013
- Led the day to day operation of a 300 seat high risk call center specializing in the collection of prime, near prime and sub-prime delinquent accounts. Reduced portfolio by $30 million to $45 million monthly.
- Instrumental in the hiring, training, and development of exempt and nonexempt staff with an attrition rate of less than 10%.
- Establishment of daily and monthly goals, loss responsibility and site planning objectives. Developed and executed reward and recognition programs that increased employee morale while increasing performance success by 20%.
- Coached on applicable laws including FDCPA, TCPA, FCRA, SCRA and other regulatory requirements.
- Planned daily operational strategies, including delivery routing, team workflows and promotional initiatives. Assisted in refining procedures, defining best practices and correcting reported audit issues.
Education
MBA - Organizational Leadership
Walden University
Minneapolis, MNBachelor of Arts - Criminal Justice
Edward Waters College
Jacksonville, FLSix Sigma White Belt Certification -
Aveta Business Institute
Skills
- Customer call center experience
- Customer operations experience
- Customer relations experience
- Profit and loss accountability
- Customer inquiry and complaint resolution
- Complex Problem Solving
- Problem Resolution
- Project Planning
- Performance Tracking and Evaluation
- Negotiation and Conflict Resolution
- Strategic Planning
Skills
- Customer call center experience
- Customer operations experience
- Customer relations experience
- Profit and loss accountability
- Customer inquiry and complaint resolution
Timeline
Operations Manager
Northwell Health
07.2021 - 06.2023
Operations Manager
Bank of America
11.2020 - 07.2021
Director of Customer Experience Centers
JEA
10.2014 - 04.2020
Manager of Customer Contacts
JEA
06.2014 - 10.2014
Operations Manager, Customer Experience
Ally Financial Inc.
05.2011 - 10.2013
MBA - Organizational Leadership
Walden University
Bachelor of Arts - Criminal Justice
Edward Waters College
Six Sigma White Belt Certification -
Aveta Business Institute