CHRISTOPHER JAMES
Summary
A performance driven professional, with over (7) years experience working in the contact service industry, from being a customer service representative to seamlessly acquiring operational roles as a quality assurance coach & trainer , currently an operations supervisor leading a team of over 20 + care agents, my goal is to become a transformational leader to meet organizational objectives.
Overview
10
10
years of professional experience
Work History
Farmers Insurance Customer Service Supervisor
Clear Harbor
04.2023 - Current
- Coach on a consistent basis utilizing all the necessary reports and maintain accurate and timely documentation
- Lead and supervise a team to achieve defined performance goals and to continually improve quality standards
- Floor support and management to ensure that agents' issues and concerns are addressed, and they are available at needed time
- Complete and deliver 90-day and 180-day performance reviews in a timely manner
- Spend time double jacking with Representatives providing real time coaching and assistance
- Ensure and own the correct roll-out and deployment of new policies and processes to each Representative.
Farmers Insurance Associate Trainer
Clear Harbor
01.2023 - 03.2023
- Deliver training (New Hire, Operational, Procedural, Product, Process, and Reinforcement) and ensure knowledge transfer to help Associates achieve their KPIs
- Act as Manager for New Hire class; ensuring adherence to all Human Resources policies, processes, & procedures; and measuring the application of skills taught in training to the production floor
- Help develop training curriculum and review and adapt Client training programs to meet the requirements and core competencies of Clear Harbor and Client programs
- Deliver customer service, language, and sales training programs to support company's business strategies by assessing needs, designing curriculum, and measuring results
- Develop and administer periodic assessment tools to measure individual and class proficiency
- Facilitate programs and implement on-going events that improve the transfer of customer care skills from the classroom to the job
- Monitor & evaluate the performance of all trainees during transition from classroom to functional area
- Conduct training needs analyses and evaluation of training programs.
Quality Assurance Coach – Farmers Foremost Specialty
Farmers Insurance
04.2022 - 01.2023
- Monitor employees to ensure they provide great customer service and uphold the company standards
- Coach and provide feedback to employees based on their performance
- Attend conference calls with the client to discuss the performance of employees and what can be done to enhance employee performance
- Assist with employee incentives and provide feedback where necessary.
HHV WHITCHURCH & CO LTD
Inventory Accounts Associate
11.2018 - 03.2020
- In this role I managed the company's stock database and all warehouse locations: Enter daily transfers of stock movements, receiving reports and price changes of new stock, sales returns & bad stock adjustments within all company locations into (NCR) counterpoint software
- Generate regular week and end of month stock counts and then report those findings to the purchasing manager and product brand leads to include Nestle, Carib, Unilever, and Diageo
- Create excel reports on all other vendor items for sales analysis and forecasting
- Compare physical count with that of system records, adjust reconcile and balance negative variances.
I ROBOT CORP
TECHNICAL SUPPORT & SALES BRAND ASSOCIATE
08.2018 - 12.2018
- Provide phone and email support towards troubleshooting related issues to customers in home and outdoor cleaning robots in that of not charging, connectivity to home applications, Wi-Fi errors and any other unusual behaviors
- Help in providing proper maintenance tips and direct over the phone walk through to disassemble and reinstall units
- Generate and process orders for replacement module parts and accessories and or upon customer request
- Be a brand ambassador in that of providing exceptional customer service interactions promoting and selling company products.
SPECTRUM CABLE (HAWAII DIVISION)
09.2016 - 08.2018
- Reassigned to Time Warner Cable - Hawaii division once more to the new rebranded spectrum cable there I provided on-call technical & billing support as the company sought to finalize the last phase of removing direct hookups towards the end of summer August 2018.
CHARTER COMMUNICATIONS EASY CONNECT REPRESENTATIVE (EZC)
05.2016 - 08.2016
- Assigned to the internet and activations department due to the acquisition merger of Time Warner Cable and Bright House Inc to Charter Corp I played an integral role with the new company's mandate to increase internet speeds up to 300 Mbps also to phase out analog cable within New York, Texas, and Pac west markets to advance to fiber optic cable.
OCEANIC TIME WARNER CABLE
09.2015 - 04.2016
- Transferred as a multi - skill agent to Hawaii division Time Warner Cable where I provided technical and billing support to all islands Oahu, Kona, Hilo, Kahului, and Kauai.
TIME WARNER CABLE NEW YORK (NYC)
Customer Account Executive
01.2015 - 08.2015
- In this role I assisted customers in: Troubleshooting issues related to that of their cable, internet, and phone, Answered questions on billing statements
- Facilitated credit card and cheque payment processing
- Entered work orders for appointments and shipments
- Corrected any discrepancies in customer payments ledger in that of prorations, vod charges invalid discounts, applied service interruption and or courtesy credits
- Maintained a driven performance mentality to achieve targets and exceed client expectations.
Education
Bachelor of Science - Business Administration
Ashworth College
03.2026
Diploma Accounting And Finance in Business -
Cambridge International College
12.2021
Studied Business Administration and Economics -
Dominica State College (DSC)
High School Diploma -
Goodwill Secondary
08.2010
Skills
- Performance Evaluation
- Customer Service
- Coaching
- Service Delivery Optimization
- Public Speaking
- Team Building and Leadership
- Training and mentoring
- New Hire Training
- MS Office
- Performance Management
- Cross-Functional Collaboration
- Organizational Skills
- Employee Engagement
Timeline
Farmers Insurance Customer Service Supervisor
Clear Harbor
04.2023 - Current
Farmers Insurance Associate Trainer
Clear Harbor
01.2023 - 03.2023
Quality Assurance Coach – Farmers Foremost Specialty
Farmers Insurance
04.2022 - 01.2023
HHV WHITCHURCH & CO LTD
Inventory Accounts Associate
11.2018 - 03.2020
I ROBOT CORP
TECHNICAL SUPPORT & SALES BRAND ASSOCIATE
08.2018 - 12.2018
SPECTRUM CABLE (HAWAII DIVISION)
09.2016 - 08.2018
CHARTER COMMUNICATIONS EASY CONNECT REPRESENTATIVE (EZC)
05.2016 - 08.2016
OCEANIC TIME WARNER CABLE
09.2015 - 04.2016
TIME WARNER CABLE NEW YORK (NYC)
Customer Account Executive
01.2015 - 08.2015
Bachelor of Science - Business Administration
Ashworth College
Diploma Accounting And Finance in Business -
Cambridge International College
Studied Business Administration and Economics -
Dominica State College (DSC)
High School Diploma -
Goodwill Secondary
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