James Esposito
Southington,CT
Summary
Exemplary leadership qualities in Operations, while adhering to a strong personal standard of improved teamwork. Highly effective in building the internal and external relationships that are necessary to achieve organizational objectives and success. I am proficient in relationship management and team building while adhering to strict budgets.
Overview
25
25
years of professional experience
Work History
Sales & Service Associate/Digital Operations
Webster/BrioDirect Bank
Southington, CT
05.2022 - Current
- Communicated regularly with other departments regarding customer inquiries or requests for special orders.
- Addressed customer inquiries via personal contact, phone and email to facilitate follow-up by Self or team members..
- Provided detailed product information, answered questions and offered advice on product selection.
- Handled irate customers smoothly to achieve performance targets.
- Provided customer service and technical assistance to customers via telephone, email, and chat.
- Resolved customer complaints in a timely manner by identifying problems, researching solutions, and developing action plans.
Telephone Auditor
NEIS Inc.
Cheshire, CT
12.2020 - 09.2021
- Performed outbound calls to gather sales, construction and payroll information necessary to complete and process Insurance audits
- Collaborated with team members, team leads and management of process improvement to produce more effective policies and procedures to gather and process a higher number of audits in less time
- Sorted through submitted information to obtain the needed results to compile workers compensation, General Liability and other assorted insurance audits.
Technical Support Analyst, Quality Assurance Analyst, Asst M&A Team Lead
Optum Technology
Windsor, CT
12.2013 - 10.2019
- Effectively translated complex, technical concepts into easily understood language for non-technically oriented customers
- Collaborated with team members, supervisors and leads to facilitate updates to knowledge and processes
- Acted as backup lead to specialized Mergers and Acquisitions support group.
- Collaborated with management team to implement new work procedures or policies.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Trained new staff in relevant processes and procedures.
- Reviewed completed work to verify consistency, quality, and conformance.
Technical Services Coordinator/ Continuity Marketing Coordinator
Verizon Wireless
Wallingford, CT
08.2006 - 12.2013
- Championed a migration of the trouble shooting platform from 3G to 4G services prior to selling 4G network phones
- Selected for and completed the ASPIRE leadership program for targeted management candidates
- Developed and implemented process improvements to meet the needs of sales channels resulting in increased sales and profitability.
Director of Services
Marriott International
Farmington, CT
05.2004 - 12.2005
- Improved overall Guest Satisfaction and Employee satisfaction to above brand standards
- Achieved # 1 Guest Services Rating overall for Marriott International year ending 2005
- Mentored and developed peer to take over Director Position immediately after my decision to leave.
General Manager
New Castle Hotels
Shelton, CT
01.1999 - 06.2003
- Implemented new management philosophy of heightened GM visibility for guests and employees
- Improved employee satisfaction to 90% extremely satisfied as measured by opinion survey
- Through my mentoring while Executive Housekeeper was on a LOA, Assistant was promoted upon executives return to executive housekeeper at another New Castle Hotel.
Rooms Division Manager
Sheraton Hotel
Waterbury, CT
01.1999 - 12.2001
- Complete management of rooms including front office, reservations, security, bell staff, housekeeping and health club consisting of 80 employees
- Increased profitability by 15% in first year
- Drove guest service scores from the bottom 90th percentile to the top 5% within first twelve months.
Education
Bachelor of Professional Studies - Hotel Restaurant MGT
New York Institute of Technology
Associate of Sciences - Restaurant Institutional Management
Johnson & Wales University
Skills
- Operations Management
- Process Improvement
- Customer Relationship Leadership Mentoring
- Strategic Planning & Analysis
- Team Building Coaching
- Performance Building
- Problem Solving
- Professionalism
- Excellent Communication
- Computer Proficiency and Microsoft Office
Areas Of Strength And Expertise
- Operations Management
- Process Improvement
- Customer Relationship
- Leadership Mentoring
- Strategic Planning & Analysis
- Team Building
- Coaching
- Performance Building
- Problem Solving
Timeline
Sales & Service Associate/Digital Operations
Webster/BrioDirect Bank
05.2022 - Current
Telephone Auditor
NEIS Inc.
12.2020 - 09.2021
Technical Support Analyst, Quality Assurance Analyst, Asst M&A Team Lead
Optum Technology
12.2013 - 10.2019
Technical Services Coordinator/ Continuity Marketing Coordinator
Verizon Wireless
08.2006 - 12.2013
Director of Services
Marriott International
05.2004 - 12.2005
General Manager
New Castle Hotels
01.1999 - 06.2003
Rooms Division Manager
Sheraton Hotel
01.1999 - 12.2001
Bachelor of Professional Studies - Hotel Restaurant MGT
New York Institute of Technology
Associate of Sciences - Restaurant Institutional Management
Johnson & Wales University