James Bynum
Durham,NC
Summary
Innovative Instructional Designer and Leader proven to improve performance and productivity in the workplace. Extensive experience assessing learning needs and curating various learning content that achieves desired business outcomes. Superior communication skills with widespread experience fostering collaborative partnerships and leading high-performing teams.
Overview
18
18
years of professional experience
1
1
Certificate
Work History
RSC Supervisor, Dispatch
Charter Communications
01.2020 - Current
- Oversee and manages a team of twenty employees.
- Evaluate employee performance and coach and train to improve and maximize performance.
- Assess and monitor escalations, reports, workflows, and performance gaps to create microlearning and instructor-led training aimed at achieving performance goals.
- Collaborate with subject matter experts, peers, and other leaders to conducts comprehensive needs analysis.
- Create learning materials such as job aids, PowerPoints, and team meeting guides to communicate and implement change management procedures.
- Incorporate best practices in instructional design methodologies ADDIE, SAM, and adult-learning principles to create and deliver training content.
RSC Rep III, Dispatch
Charter Communications
04.2017 - 01.2020
- Ensured field technicians are productive and on time for all customer appointments.
- Proactively monitored technician routes to identify and address possible late appointments.
- Utilized multiple workforce, diagnostic, provisioning, and biller tools such as Dispatch Sharepoint, Field Service Management, Appointment View, SageQuest, RIO, ICOMS, CSG, and Scope.
Customer Service Video Repair Rep II
Charter Communications
01.2016 - 04.2017
- Handled customer complaints quickly and professionally restoring customer confidence and prevent loss of business.
- Exceeded performance targets through diligent work ethic and rigorous focus on results-driven tasks.
- Provided over-the-phone video support and troubleshooting support to customers.
Xerox Copier Technician
Talentburst
04.2015 - 01.2016
- Conducted regular maintenance and repair of Xerox copiers, duplicators, facsimiles, and business equipment.
- Followed field procedures and provided customers with product training as needed.
Tier I Technical Support Representative
Cox Communications
08.2014 - 04.2015
- Addressed customer complaints quickly and professionally restoring customer confidence and preventing loss of business.
- Provided over-the-phone video technical support and customer guidance.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
Operations Supervisor
IBEX Global
01.2012 - 06.2014
- Monitored productivity, staffing, reporting, and metrics of customer service representatives.
- Complied and generated reports of call center metrics including positive and negative performance trends.
- Partnered with other leaders to standardized and document new procedures across locations.
- Facilitated and communicated new processes and procedures to customers service representatives.
- Executed weekly coaching sessions and issued corrective action plans as needed.
Supervisor
City of Hampton Youth Education & Family Services
11.2006 - 05.2012
- Provided direct care to children during program hours while supervising, directing, and leading a classroom aide daily.
- Overseen and engaged children in conflict management, positively addressing behavior issues.
- Regularly assessed children's progress and monitor the effectiveness of assessment procedures.
- Working closely with parents/caregivers, informing them about the School-Age program, and their child’s progress.
Education
M.Ed. Education Technology and Instructional Design -
Western Governors University
Salt Lake City, UT01.2024
BA in Education Studies -
University of Arizona Global Campus
Chandler, AZ01.2016
Skills
- Project Management
- Critical Thinking
- Needs Analysis
- Visual and Instructional Design
- Coaching & Development
- Adult Learning Theories and Methodologies
- Learning Technology and Software
- Assessments
- Storyboarding
- Webinar Facilitation
Certification
- CPR Certified
- First Aid Certification
- NCTI Certificate of Graduation, Effective Communication
- NCTI Certificate of Graduation, High-Speed Data Customer Service
- NCTI Certificate of Graduation, Operation Center Technical Support
Accomplishments
Charter Champions, Charter Achievement Award Winner
Affiliations
- The eLearning Designer's Academy
- The National Society of Leadership and Success
- AI Facilitator Community
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
RSC Supervisor, Dispatch
Charter Communications
01.2020 - Current
RSC Rep III, Dispatch
Charter Communications
04.2017 - 01.2020
Customer Service Video Repair Rep II
Charter Communications
01.2016 - 04.2017
Xerox Copier Technician
Talentburst
04.2015 - 01.2016
Tier I Technical Support Representative
Cox Communications
08.2014 - 04.2015
Operations Supervisor
IBEX Global
01.2012 - 06.2014
Supervisor
City of Hampton Youth Education & Family Services
11.2006 - 05.2012
M.Ed. Education Technology and Instructional Design -
Western Governors University
BA in Education Studies -
University of Arizona Global Campus
Community Service
- Volunteer, Operation Smile
- Volunteer, Virginia Living Museum
- Youth Leader, Calvary Revival Church
Community Service
- Volunteer, Operation Smile
- Volunteer, Virginia Living Museum
- Youth Leader, Calvary Revival Church