James Houck
Granbury,TX
Summary
Results-driven professional with 10+ years of experience and a proven track record in diagnosing and resolving technical issues efficiently. Identified and mitigated project bottlenecks for HOLT CAT using process mapping, data analysis, and capacity planning, ensuring streamlined workflow and reduced delays.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior BCP Advisor
HOLT CAT
Fort Worth, TX
10.2021 - Current
- Orchestrated daily stand-up meetings, optimizing team collaboration and communication efficiency to drive creation of tailored business continuity solutions as per defined requirements, enhancing overall client retention
- Identified and mitigated project bottlenecks using process mapping, data analysis, and capacity planning, ensuring streamlined workflow, reduced delays, and enhanced overall project delivery
- Served as key liaison between technical team and clients, addressing complex issues and maintaining optimal customer service delivery to achieve significant increase in client satisfaction
- Collaborated with project manager and team members using Monday.com to keep refined backlog, improving task prioritization and reducing project delays
- Trained and guided technical teams using strategic training initiatives and coaching sessions, culminating in 90% customer satisfaction rate over the last 2 years.
- Coordinated implementation of new technological tools to improve data gathering and trend tracking.
Senior Service Advisor
Land Rover North America
Fort Worth
04.2017 - 10.2021
- Fostered an outstanding customer experience for all clients by ensuring production management, supervising the service team, and exceeding quality standards, resulting in 35% increase in customer surveys over course of a year
- Delivered completion updates and performed vehicle inspections for client delivery, reducing post-service issues
- Built strong relationships with individual and business customers, resolving issues, and enhancing customer retention
- Identified root issues and removed performance roadblocks, boosting productivity in collaboration with team members
- Guided and educated customers on necessary repairs and maintenance, driving 40% increase in sales over two years
- Tracked and monitored critical KPIs, such as gross profit, effective labor rate, and technician billable hours, driving significant increases in overall performance, efficiency, and profitability.
Assistant General Manager
TravelCenters of America
Weatherford
02.2014 - 04.2017
- Implemented servant leadership approach to supervise employees, driving notable increase in employee efficacy
- Conducted post-event evaluations to identify opportunities for process improvement and attain measurable outcomes
- Optimized communications between service teams and customers, increasing customer satisfaction surveys by 20%
- Arranged conference, meeting, and travel reservation for office personnel, enhancing overall organizational efficiency.
Education
High School Diploma -
Lipan High School
01.2014
Skills
- Excellent Communication
- Project Management
- Critical Thinking
- Data Analysis and Reporting
- Progress Reporting
- Problem-Solving
- Negotiation
- Quality Control
- Relationship Development
- Technical Support
- Account Management
- Customer Relations
- Microsoft 365 & Windows
- Tableau
- Mondaycom
Certification
- Principles of Persuasion (2023)
- DiSC : Behaviors & Motivators (2023)
- Conflict Resolution (2023)
- Agile Project Management (2022)
- Values Based Leadership (2022)
- Professional Scrum Master (2021)
- Master Service Advisor (2019)
- Mentor Training Certificate (2015)
Timeline
Senior BCP Advisor
HOLT CAT
10.2021 - Current
Senior Service Advisor
Land Rover North America
04.2017 - 10.2021
Assistant General Manager
TravelCenters of America
02.2014 - 04.2017
High School Diploma -
Lipan High School