JAMES WALCOTT
Cleveland,TN
Summary
Customer service professional with a proven track record of resolving complex issues, building client relationships, and communicating clearly across diverse audiences. Known for being dependable, professional, and self-directed. Experienced in managing competing priorities while maintaining high service standards. Eager to apply strong problem-solving instincts and a genuine curiosity for learning in a technical support environment.
Overview
14
14
years of professional experience
Work History
Outside Sales Representative
Charter Spectrum
Cleveland, TN
08.2023 - Current
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Visited customer locations to evaluate requirements, demonstrate product offerings, and propose strategic solutions for diverse needs.
- Contacted new and existing customers to discuss ways to meet needs through specific products and services.
- Built strong client rapport to establish diversified network of connections.
BRANCH MANAGER
BOWATER CREDIT UNION
Cleveland, TN
08.2019 - 03.2023
- Maintained high level of employee morale to minimize turnover and maximize customer satisfaction.
- Reviewed employee job performance and contribution during performance appraisal.
- Managed direct reports to maximize productivity, efficiency, and potential.
- Oversaw individual accountability for cash handling.
- Facilitated conflict resolution between members and staff, improving the branch's reputation for quality service.
- Submitted loan applications to underwriter for verification and recommendation.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
Contact Center Manager
Bowater Credit Union
Cleveland, TN
05.2021 - 03.2023
- Supervised seven Member Service Reps in providing excellent customer service to callers requiring assistance for bankingand online issues.
- Developed process controls and metrics for daily management of call center.
- Created team rotations to man center effectively during peak hours.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
KEY CARRYING DEPARTMENT SUPERVISOR
THE HOME DEPOT
Cleveland, TN
04.2015 - 12.2019
- Developed strategic plans for achieving short and long-term business objectives.
- Conducted regular audits of product inventories to detect any discrepancies or irregularities.
- Analyzed departmental reports to identify areas of improvement in workflow processes.
OWNER/OPERATOR
WINDOWS PLUS
Shelby, NC
03.2012 - 04.2014
- Developed print advertising, social media campaigns, and networking events to deliver messages to target audience.
- Netted $40,243 in profits my first year, while achieving my bachelors degree.
- Developed and monitored established goals and strategies to advance the corporate mission.
- Implemented cost-saving measures throughout the organization while maintaining excellent customer service levels.
Education
Bachelor of Arts (B.A.) - Theology
AMBASSADOR BAPTIST COLLEGE
Lattimore, NC05-2014
Skills
- Customer service and relationship management
- Active listening and problem resolution
- Written and verbal communication
- Process documentation
- Self-directed learning
- Staff development and coaching
- Cross-functional collaboration
Timeline
Outside Sales Representative
Charter Spectrum
08.2023 - Current
Contact Center Manager
Bowater Credit Union
05.2021 - 03.2023
BRANCH MANAGER
BOWATER CREDIT UNION
08.2019 - 03.2023
KEY CARRYING DEPARTMENT SUPERVISOR
THE HOME DEPOT
04.2015 - 12.2019
OWNER/OPERATOR
WINDOWS PLUS
03.2012 - 04.2014
Bachelor of Arts (B.A.) - Theology
AMBASSADOR BAPTIST COLLEGE
Community Service
BEAUTIFY CLEVELAND, SELF-DIRECTED, Cleveland, TN, I take my two, six, and eight year-olds to local parks, cemeteries, rivers to clean up litter and beautify our community. It's something we all enjoy and it helps teach them that all members of a community are responsible for it.