James B. Williams
Orange Park
Summary
Dynamic operations leader with a proven track record at Kwik Trip Oil Co Inc., driving revenue growth and operational efficiency. Expert in sales strategy and team development, I consistently exceeded performance goals while fostering a culture of excellence. Skilled in KPI development and relationship management, I thrive in fast-paced environments.
Overview
27
27
years of professional experience
Work History
Area Manager of Operations
Kwik Trip Oil Co Inc.
Jacksonville
06.2024 - Current
- Oversaw daily operations across multiple locations to ensure efficiency and effectiveness.
- Managed staff scheduling to optimize workforce allocation and coverage.
- Implemented process improvements to enhance service delivery and operational flow.
- Monitored inventory levels to maintain stock availability and prevent shortages.
- Participated in strategic planning sessions aimed at improving operational efficiency across all areas of the business.
- Collaborated with other managers to develop plans for new initiatives and projects.
- Consistently exceeded all goals
- Controlled expenses, eliminated waste, reduced overhead costs and developed operating budgets.
- Recruited and trained employees to enable adherence to common standards and procedures.
Director of Sales
Neil Roofing
08.2023 - 05.2024
- Worked with the owner of the company to open a satellite office and increase overall sales for the company.
- Hired, trained, developed 10 sales persons that helped contribute to record breaking revenue and profit for the company.
- Opened new office and went from 0 FTE to 10 in a month
- Broke sales records for the company each month employed
- Implemented strategy and analytics to market and canvass with better results
- Developed training program to prepare sales persons with 0 experience to be successful
- Created a database using analytics to track and measure specific KPI’s and other pivotal information.
- Worked with contractors and other departments to ensure cost and time efficiency was maximized across the board.
Manager
Cawley and Bergman
Jacksonville
03.2022 - 08.2023
- Company Overview: Jacksonville FL
- Helped launch the new Jacksonville location and built it from 3 FTE to 25 FTE.
- Moved out of a small office to a new location that can support 80 FTE.
- Built the training curriculum for the office and implemented the hiring and training SOP’s for the site.
- Was responsible for recruiting, hiring, training and OTJ continuous training.
- Grew office from 3 FTE to 35 FTE on the collection floor
- Developed all strategies for Pre Legal and Legal collections
- Also, hired an additional 5 FTE support staff that worked with all locations
- Hit and exceeded all revenue goals including 4th quarter
- Outperformed other offices that have been open for 25 years in our first 6 months
- Created and Implemented all SOP’s for site operations
- Created training outline and implemented it for site
- Collected on purchased paper
- Jacksonville FL
VP of Sales
Real Advisors / Ducket Brigade
Jacksonville
12.2018 - 03.2022
- Company Overview: Jacksonville Fl
- Contributed to the growth of a startup company building the sales floor from $700k annually to over $20 MM annually by working with partners and building relationships in the Real Estate and info marketing space.
- Built a sales floor from 1 to 15 sales reps generating 8 figure annual sales for a small size company
- #281 Inc 500 fastest growing private companies in the USA for 2019
- #87 inc 500 fastest growing private companies in the USA for 2020
- #401 inc 500 fastest growing private companies in the USA for 2021
- Introduced dialer systems, KPI, and other metrics to increase utilization of contractor employees
- Built a Cash buyer team for Real Estate Investing that has done over 50 deals in the last 3 years
- Pivoted entire strategy during COVID and generated highest revenue in company history
- Jacksonville Fl
Director of Call Center Operations
CCI
Augusta
08.2017 - 11.2018
- Company Overview: AUGUSTA GA
- Contributed to the overall rebuilding of the call center by improving performance in a short period of time by exceeding performance goals.
- Main focuses include reduced cost to service, rebuilding dialer strategies, developing KPI’s and analytics to measure them and improving the companies culture as CCI is looking to grow.
- Increased revenue in the 4th quarter year over year by 95%.
- Created standardized reporting to effectively measure revenue and KPI’s at all levels (agents, teams, clients, company
- Successfully managed several verticals simultaneously including 1st party, 3rd party (all stages), and BPO projects
- Created 2018 budget to include growth of 150% in agents.
- Opened new office in Jacksonville Fl to help support the growth
- Increased Rev per heads by 95% during 4th quarter
- Completely restructured dialer strategies
- Took CCI into the black for the first 3 quarters of 2018 a turn around of over 1.4 million that was lost in 2017
- AUGUSTA GA
Vice President of Operations
ERC
Jacksonville
06.2007 - 08.2017
- Company Overview: JACKSONVILLE FL
- Contributed to the overall success of the company by achieving performance objectives through effective management and development of direct and indirect reports to collect unpaid/past due revenue, provide outstanding customer service, and execute operational expertise.
- Main focuses included reduced cost to service, improved dialer strategies, best in class customer satisfaction, and deployment of consistent and effective daily, weekly, and monthly action plans that support strategic vision of Enhanced Resource Centers.
- Successfully managed several verticals simultaneously including 1st party, 3rd party (all stages), and BPO projects
- Identified and utilized data analysis and measurements to effectively identify performance trends, liquidation shortfalls, and implemented effective tools to enhance improved scorecard employee performance while reducing overall FTE count and remaining competitive on clients
- Successfully launched and managed multiple 3rd and 1st party clients including Navient, Altice and Assurant
- Worked at all levels of collections beginning as an agent and moving up to Vice President of Operations
- Directed over 500 Collection and Customer Care associates, who generated on average $3.7 Million a month in fee.
- Improved business unit key performance indicators (KPI), and implemented changes which supported new compliance regulations from CFBP, FDCPA and other areas such as TCPA
- Improved performance of Unit and Team Managers.
- Mentored managerial talent to multiple promotions.
- Implemented motivational opportunities for employees including enhanced quality forms, team events, and redundant policy changes.
- Created scorecards, employee performance initiatives and compensation incentives to identify and reward top talent
- Reduced Attrition year over year from 15% monthly average down to 8% by working with other departments and agents directly
- JACKSONVILLE FL
Staff Sargent
UNITED STATES ARMY
03.1999 - 08.2006
- Worked as a licensed Nurse in both combat and no combat zones.
- Set up a medical readiness data base for over 50,000 soldiers while deployed during OIF1
- Deployed to Iraq twice
- Achieved both Combat Medical Readiness Award and Manchu Award
- Directed a staff of over 45 employees both civilian and on duty personnel.
- Received multiple awards and promotions
Education
Associates - Business Management
Everest University
Jacksonville, FL01.2012
LPN degree - Nursing
United States Army Medical School
Ft Sam Houston11-1999
Skills
- High Ticket Sales
- Sales strategy
- Retail management
- Paper purchasing
- Bank card management
- Automotive portfolio oversight
- Loss mitigation strategies
- Reputation management
- Recovery planning
- Project coordination
- Operations oversight
- Customer service excellence
- Regulatory compliance
- Call center management
- Aspect and optimizer expertise
- Personnel leadership
- Team development
- Training and mentoring programs
- Performance evaluation
- Relationship management
- Single point of contact and CRM solutions
- SEO optimization
- Sales strategies
- Marketing initiatives
- Acquisition strategies
- Disposition management
- KPI development
- Revenue growth
Additional Information - Leadership Development Courses
Continued leadership development courses throughout my career.
Timeline
Area Manager of Operations
Kwik Trip Oil Co Inc.
06.2024 - Current
Director of Sales
Neil Roofing
08.2023 - 05.2024
Manager
Cawley and Bergman
03.2022 - 08.2023
VP of Sales
Real Advisors / Ducket Brigade
12.2018 - 03.2022
Director of Call Center Operations
CCI
08.2017 - 11.2018
Vice President of Operations
ERC
06.2007 - 08.2017
Staff Sargent
UNITED STATES ARMY
03.1999 - 08.2006
Associates - Business Management
Everest University
LPN degree - Nursing
United States Army Medical School