James Wallace
Denver,CO
Summary
Dynamic leader with extensive experience at FrontStream Payments, adept in database management and customer support. Excelled in enhancing database accuracy for over 1 million non-profit organizations and leading teams to surpass client SLAs. Skilled in business intelligence and employee management, demonstrating a unique blend of technical proficiency and exceptional interpersonal abilities.
Overview
11
11
years of professional experience
Work History
Database Manager
FrontStream Payments
Denver, Co (remote)
01.2021 - Current
- Managed a database of over 1 million non-profit organizations. Responsible for ensuring that distribution information, non-profit details, and non-profit eligibility are up to date.
- Managed and monitored a small team to ensure tasks were being completed in a timely and effective manner.
- Responsible for creating and updating a knowledge base outlining the tasks performed by our team
- Worked with demanding client SLAs, sometimes actioning several thousand records a day.
Customer Support Team Lead
FrontStream Payments
Denver, CO (remote)
04.2019 - 01.2021
- Responsible for monitoring all team members to ensure client SLAs are met.
- Handled all escalated requests for white glove clients and responded directly to all unsatisfied customers
- Developed knowledge base and templates to streamline the support experience for customers and teammates
Customer Service Representative
FrontStream Payments
Lancaster, PA
05.2014 - 04.2019
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Provided training for new team members on all of our internal systems and tasks
Education
Digital Communications and Media
Temple University
Philadelphia, PASkills
- Customer support
- Network administration
- Business intelligence
- Excel proficiency
- Microsoft suite proficient
- Employee management
- Data collection and analysis
Affiliations
- Hiking
- Biking
- Denver Nuggets Basketball
- Tennis
- Travel
Languages
English
Professional
References
References available upon request.
Timeline
Database Manager
FrontStream Payments
01.2021 - Current
Customer Support Team Lead
FrontStream Payments
04.2019 - 01.2021
Customer Service Representative
FrontStream Payments
05.2014 - 04.2019
Digital Communications and Media
Temple University