James Down

Background

About James Down

As a highly accomplished Executive Consultant and Business Leader, I create a unified vision among team members to ensure quality delivery of key client projects. I am known as a strategic resource for stakeholders, playing a pivotal role in crafting business plans, communicating goals to team members, and empowering employees through training, tools, and support. Throughout my career, I’ve effectively managed profitable operations with thousands of employees spread across multiple, international locations. Examples of my work include:> EMPLOYEE DEVELOPMENT: Coach team members while overseeing communications, process improvements, and quality control; define member goals and complete performance evaluations to ensure teams operate at peak efficiency.> TEAM LEADERSHIP: Managed 200+ trainers, professional coaches, quality assurance analysts, managers and supervisors, and administrative staff in ensuring high levels of customer service and quality delivery of client requirements.> PERFORMANCE IMPROVEMETNT: Designed and maintained a detailed “immediate attention” program to identify and correct agent performance issues.> PROGRAM MANAGEMENT: Directed the implementation and daily operation of a Global Call Center Education Program, a course designed to provide students with expertise, skills and attitudes needed to drive successful inbound and outbound call operations. I completed my Masters in Education at Old Dominion University and a Bachelors in Psychology at the University of Maryland. Additionally, I received a Professional Project Management Certificate of Training and earned a State of Virginia Teaching License. If you’d like to learn more about my work or if I can help your operation improve – Let’s Connect.