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James Isaac Mitchell (Ike) |
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1619 Brentford Lane Fort Collins, CO 80525 970-231-0098 (m) Ike@ikemitchell.com |
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Contact Center/Service Desk Experience |
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IM |
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The client listing below includes extensive, “hands on” operational management experience: · 3 years Operations Manager—Entergy · 1 year Turnaround Manager—eMedNY · 6 months Turnaround Manager—US Army Materials Command It also includes extensive experience in assessing operational and technical infrastructure shortcomings and executing resolution processes and technologies. It also reflects extensive experience developing emerging customer service functions for new companies and companies with new customer support requirements. |
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ADC Telecom |
CRM opportunity assessment, Contact center operational assessment |
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Assurant |
Contact center consolidation & operational improvements |
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Bank of America |
Workforce management optimization |
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BASF |
Telephony/CRM CTI |
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BHP Billiton |
ITIL compliant service desk |
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Budget Rent-a-Car |
Three greenfield 300-600 chair contact centers |
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Catholic Health Initiatives |
Shared services operations help desk |
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Chase Manhattan Bank |
Workforce management optimization |
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Compaq |
Operational assessment |
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Consolidated Edison |
Telephony design |
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Dupont |
Operational Assessment |
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eMedNY |
“Turnaround manager” — Operational excellence Migration to advanced capabilities |
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Entergy |
Operational manager for six site contact center |
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Federal Reserve Bank of Minneapolis |
CRM requirements and design. Process optimization |
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First USA |
Implemented Chordiant for Call Center; Designed and Implemented rules based engine for sales and service |
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Network Oil |
Emerging customer support development |
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New Energy Ventures |
Emerging customer support development |
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Oxford Health |
Self service design and deployment |
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Salvage Sale |
Emerging customer support development |
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Sears |
Help desk turnaround |
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Siemens Energy & Automation |
Customer support operational consolidation |
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TIAA-CREF |
CRM process design |
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Unilever |
Help desk optimization |
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US Army Materials Command |
“Turnaround manager” — Operational excellence Migration to advanced capabilities |
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US Post Office |
Self service design and deployment |
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VHA |
Operational improvements, system enhancements, process optimization |
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Waste Management |
Help desk optimization |