JAMES S PRICE
Customer Service/Experience Executive
Plainfield,IL
Summary
DIRECTOR OF CUSTOMER SERVICE EXECUTIVE SUMMARY Dynamic and innovative senior level executive equipped with experience at building and leading best in class customer service organizations for Fortune 500 companies. Seasoned Global Director with 20+ year call center background. Well-versed in leading and optimizing programs with attentive and insightful style. Gifted in developing innovative customer experience campaigns. Resourceful in integrating processes to bring about remarkable results.
Overview
26
26
years of professional experience
Work History
Global Director of Customer Sales & Support
Great Wolf Resorts Headquarters
01.2020 - 04.2023
- Championed leadership and oversight of Customer Care and Sales Support functions consisting of 400 employee workgroup
- Embodied role of process architect while continuously boosting organizational capabilities to include creation of strategy, organizational structures, processes, tools, and technologies
- Captured optimal levels of customer success and satisfaction while securing business objectives
- Calculated sales metrics while driving actions to amplify company revenues from 55M to 125M
- Drove improvements to labor management in order to reduce expenses by 30% and increase business profits.
- Oversaw global product development and partner relationships, enabling footprint expansion into new markets - Canada & Great Britain
- Set and oversaw financial and business management structures.
Director of Customer Experience
PPL Electric
01.2015 - 01.2019
- Governed oversight of the Customer Experience organization in support of 2 million residential & business customers
- Led Business Services, Workforce Management, Training & Quality Assurance, Over-Arching Customer Experience Strategy and Customer Support Channels (Live Agent, IVR, email, chat, social media, text and web generating 6.5+ million customer interactions annually (Achieved best in class customer support three years in a row J.D Powers Ranking)
- Designed, managed and implemented customer research initiatives and focused on customer satisfaction and performance monitoring.
- Collaborated with internal stakeholders to close gaps and improve customer experience.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data and budget factors.
Executive Director of Customer, Retention Operations
Assurant Headquarters
01.2014 - 01.2015
- Pioneered retention efforts of the operations by executing Value Customer Segmentation & Customer Loyalty Strategy for IM and Small Group markets consisting of 3M customers
- Enhanced customer wellness experience including marketing materials, website quality, rewards/discount options, customer service and overall program experience
- Conducted complete analysis and ongoing intelligence in efforts of increasing company's knowledge of customer expectations and experiences to drive improvements
- Instituted CRM technology (Microsoft Dynamics)
- Dramatically reduced Contact Rate of 7% compared to 2014, driving improved First Contact Resolution and Service Level performance on all communications channels
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Provided exceptional counseling, case management, education and job training to diverse client base.
Senior Director of Customer Operations
Comcast
01.1997 - 01.2014
- Governed Care Operations for a 700+ multi-site and virtual (work @home) environment to include P&L execution,
- Controlled 24/7/365 specialty queues for advanced product technical, billing & retention to include On/Off Shore Vendors
- Managed 5.6M+ contacts annualized via Live Agent, IVR, email, chat
- Assisted in recruiting, hiring and training of team members driving high employee retention
Education
Some College (No Degree) - Economics
George Mason University
Fairfax, VASkills
- Domestic & Global Contact Center Management
- Profit and Loss Statements
- Operations Start-Up
- Revenue Generation
- Vendor Partnerships
- Strategic Planning
- Remote & Multisite Call Center Management
- Vendor Contract Negotiations & Management
- Cultural Transformation
- Resource Planning & Workforce Staff
- Technology Innovation & Design Thinking
- Enterprise Customer Experience Strategy
- Digital Customer Experience Implementation
- Intelligent VA/IVR Strategy
- Customer Success/Customer Support
- Continuous Change Management & Execution
- Microsoft Dynamics CRM
- Salesforce CRM
- Quality Management & Assurance
- Research and Analysis
- Sales and Marketing
- Client Account Management
Timeline
Global Director of Customer Sales & Support
Great Wolf Resorts Headquarters
01.2020 - 04.2023
Director of Customer Experience
PPL Electric
01.2015 - 01.2019
Executive Director of Customer, Retention Operations
Assurant Headquarters
01.2014 - 01.2015
Senior Director of Customer Operations
Comcast
01.1997 - 01.2014
Some College (No Degree) - Economics
George Mason University