Malcolm M. James
Grand Prairie,TX
Summary
Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in Operations.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Area Operations Director
TJX Companies
04.2019 - Current
- Trained over 300 employees on proper protocols and customer service standards leading to 25% increase in retention
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics. leading to overall increase of volume production by 27%
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service with reduction by 33% in customer turnover.
- Boosted by 27% team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency by 18%.
- Managed purchasing, sales, marketing and customer account operations efficiently which led to 22% increase in business development.
- Provided exceptional customer service to customers, increasing customer loyalty by 30%.
- Scheduled employees for 1st, 2nd and 3rd shifts, taking into account customer traffic and employee strengths.
- Negotiated price and service with customers and vendors to decrease expenses by 40% and increase profit by 17%
- Directed product flow and informed management of delays and challenges, as well as suggested resolutions which led to increase in on-time delivery by 10%.
- Streamlined operations and budgeted effectively to decrease spending by 20%.
Group Strategic Operations Director
DISH NETWORK
01.2016 - 01.2019
- Partnered on reporting infrastructure for sales performance KPI’s resulting in 25% improvement in customer conversion rate
- Managed $1.5M annual budget and supervised 50 direct and 100 indirect reports
- Monitored employee training budgets, improving adherence to spending expectations by 5%
- Determines appropriate performance management targets and approaches for team members.
- Implemented and advised using Tableau for supervisory staff and reviewed performance management methods for front line employees leading to 25% improvement.
- Established process improvement opportunities that improved engagement scores by 30%
- Responsible for analyzing report data from variety of sources and created reports related to short- and long-range staffing requirements which led to increase in overall volume of work completed by 15%
- Developed qualitative and quantitative analytical and evaluative methods and improved organizational effectiveness and efficiency by 27% year over year
- Formulated coordinated and evaluated regional policies, plans and programs that led to identification and completion of goals with 35% reduction in downtime to operations
- Performed independent research while leveraging organizational subject matter experts for 10% increase in overall efficiency in enterprise
- Managed multiple projects that lead to savings of over 35,000 in inventory savings.
Regional Group Operations Director
Dish Network Corp
01.2013 - 01.2016
- Managed and developed 8 managers and over 120 specialists in network diagnostics.
- Led Program management in department for technology portfolio
- Responsible for all full cycle recruitment resulting in 12% reduction in attrition
- Coached and mentored employees and offered constructive feedback for performance improvement by 20%.
- Mentored and supervised diverse workforce, managing scheduling, supervision and performance management.
- Slashed overtime expenses by 29%. Restructured staff and management team schedules.
- Trained and guided team members to maintain high productivity and performance metrics.
- Provided exceptional customer service to customers, increasing customer loyalty 25%.
Contact Center Director
AT&T INC
01.2008 - 01.2013
- Supervised 5 managers and 300 associates who exceeded contact center performance goals by 10%
- Recognized as top overall sales and operations team in 2009 and 2010
- Improved efficiency rating by 20%
- Responsible for overall Employee Engagement through training coaching and mentoring of supervisory and front-line employees
- Partners with workforce management to determine required headcount, team member schedules, and tools required leading to achieve 33% improvement in service levels and customer experience.
- Streamlined operations and budgeted effectively to decrease spending by 26%.
- Strategically managed resources, milestones and budgets, saving $100.000.00 in expenses per Annum.
- Developed quality employees within call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
Area Strategic Operations Director
AT&T
01.1999 - 01.2008
- Navigate retail team performance by implementing new Large-scale product strategies and performance monitoring processes
- Oversaw strategic planning, charter, problem solving, scheduling, and impact training
- Led cross functional department to develop consensus and assess Interpersonal skills
- Slashed loss of inventory costs by 5%
- Improved performance YOY by 20%
- Recognized as most improved team for 2001
Executive Officer
U.S. Army
- Promoted, managed $5.5M maintenance program which reduced potential budget overruns by
- Examination of Sensitivity Analysis and Portfolio Management
- Established criteria of all operational planning.
- Reviewed individual department performance and worked with leadership to improve processes, procedures leading to overall efficiency rating of 34%.
- Drafted training schedules for 150 soldiers yearly.
- Double checked inventories and made inventory schedules with supply sergeant.
- Led operational oversight and budgetary supervision for 4 divisional locations.
- Handled administrative management, personnel issues and supply requirements for unit.
- Double checked travel logistics before movement.
- Researched, proposed and implemented vendor agreements to decrease costs and improve services by 22%.
- Managed and organized internal communication to hold staff accountable to priorities resulting in 30% increase in operational efficiency.
- Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports and access leading to 17 % increase in IT awareness.
Platoon Leader
US Army
- Process Improvement Strategic Planning Team Building Financial Oversight Business and Procedure
- Development Cost Containment: Have demonstrated track record of maintaining cost levels to prevent unnecessary spending
- Proven ability of ensuring reduction of expenses to improve profitability without risking long- term damage
- Systems Implementation: Possess proven ability to anticipate unique requirements or potential roadblocks in all situations
- Managed over $5.3 million worth of equipment during garrison and deployment operations.
- Prepared and delivered investigative reports and briefings.
- Conducted and oversaw interrogations, briefings and debriefings.
- Directed collection, organization and application of field intelligence and combat data to enhance troop safety and operational success.
- Supervised manual and automated supply strategies, and connected with supply and data processing teams to facilitate communication and collaboration.
- Integrated intelligence activities into other military operations, plans and programs.
- Managed all aspects of administrative and personnel needs of ground supply operations.
- Oversaw teams planning, implementing and realigning field and base operational strategies.
- Handled administrative requirements, maintained records and submitted operational reports.
- Advised Maintenance Control Officer regarding needed repairs and material readiness.
- Enforced technical and tactical training standards to accomplish unit mission objectives.
Education
Bachelor of Arts - Political Science
University of California, Berkeley
Berkeley, CA12.1993
ITIL V.4 Certification CPO-Certified Project Officer IPM-Institute of Project Management -
People Cert
Dallas12.2019
Skills
- Lean Methodology
- Operational Leadership
- Budgetary Reviews
- Crisis Communications
- Operational Efficiency and Safety
- Strategic Vision
- Process Improvement
- Leadership Training
- Quality Assurance
- Performance Analysis
- Six Sigma Methodologies
- Manage Operations
Additional Information
- UNITED STATES ARMY TRAINING/LEADERSHIP DEVELOPMENT, EDUCATION CORE STRENGTHS
Certification
Lean Six Sigma Yellow Belt
Timeline
Area Operations Director
TJX Companies
04.2019 - Current
Group Strategic Operations Director
DISH NETWORK
01.2016 - 01.2019
Regional Group Operations Director
Dish Network Corp
01.2013 - 01.2016
Contact Center Director
AT&T INC
01.2008 - 01.2013
Area Strategic Operations Director
AT&T
01.1999 - 01.2008
Bachelor of Arts - Political Science
University of California, Berkeley
ITIL V.4 Certification CPO-Certified Project Officer IPM-Institute of Project Management -
People Cert
Executive Officer
U.S. Army
Platoon Leader
US Army
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