James Finlen
Round Rock,TX
Summary
Goal-oriented Customer Service Manager with 20 plus years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding goals.
Overview
17
17
years of professional experience
Work History
Business Owner/Operator
Fintri Designs
01.2022 - Current
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated virtual assistants to perform daily business functions.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
Independent Insurance Agent
TWFG Pflugerville
08.2022 - 11.2024
- Enhanced client satisfaction by providing personalized insurance solutions and excellent customer service.
- Provided ongoing support to existing clients, addressing their concerns and resolving any issues promptly and professionally.
- Conducted thorough risk assessments to develop tailored insurance solutions that met individual client needs.
- Utilized CRM software to manage client relationships.
Operations Manager
Zip Worldwide Inc
01.2016 - 12.2021
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
- Partnered with vendors and suppliers to effectively manage and budget .
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Senior Training Manager
Protect America Home Security
06.2012 - 12.2015
- Conducted orientation sessions and organized on-the-job training for new hires.
- Trained new hires to perform cross-training exercises with experienced workers.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Organized and edited training manuals, multimedia visual aids and other educational materials.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Coordinated ongoing technical training and personal development classes for staff members.
- Assessed skill gaps for 430 employees in 10 departments and developed training courses to meet identified needs.
- Developed departmental systems and procedures to better align workflow processes.
- Delivered new employee onboarding and training sessions via internal intranet program called ECHO that I wrote and developed.
Customer Service/Sales Manager
Protect America Home Security
09.2010 - 06.2012
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly surpassing daily/monthly sales targets.
- Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
Customer Service/Salesperson
Protect America Home Security
01.2008 - 09.2010
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Delivered superior customer service to retain existing customers and attract future customers.
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Worked independently with minimal supervision.
- Met or exceeded sales, customer service and loyalty program standards.
Education
General Studies
Riverside Community College
High School Diploma -
Western High School
Anaheim, CASkills
- Leadership and People Development
- Executive Leadership
- Business Correspondence
- Staff Training
- Customer Service
- Sales Goal Attainment
- Product Recommendations
- Upselling Techniques
- Customer Needs Assessment
- Team Demonstrations
- Training Manual Creation
- Instructor Evaluations
Accomplishments
- Won Top Sales award consistently
Timeline
Independent Insurance Agent
TWFG Pflugerville
08.2022 - 11.2024
Business Owner/Operator
Fintri Designs
01.2022 - Current
Operations Manager
Zip Worldwide Inc
01.2016 - 12.2021
Senior Training Manager
Protect America Home Security
06.2012 - 12.2015
Customer Service/Sales Manager
Protect America Home Security
09.2010 - 06.2012
Customer Service/Salesperson
Protect America Home Security
01.2008 - 09.2010
General Studies
Riverside Community College
High School Diploma -
Western High School