James Perry

Background

About James Perry

As an IT professional with over a decade of experience in advanced technical support, management, and customer service, I am passionate about leveraging technology to solve complex problems and enhance user experiences. My journey in the telecommunications industry, particularly with AT & T, has equipped me with a deep understanding of wireless technology, call center operations, and customer satisfaction strategies. As a Centralized Support Desk – Staff Associate at AT & T, I provide advanced technical support to support call taking employees troubleshooting customer issues, assist in resolving escalated issues, and create educational materials to help close frontline knowledge gaps. My role involves collaborating closely with front-line leadership to reduce repeat calls, enhance service quality, and ensure the efficient use of tools and systems, as well as collaborating with several back end teams to identify and help find resolution to up and coming trending issues. I am also responsible for tracking performance metrics and delivering actionable insights to drive continuous improvement. In addition to my technical expertise, I bring strong leadership and mentoring skills. I’ve had the opportunity to train and develop both new hires and experienced team members, fostering a collaborative environment that prioritizes learning and growth. My previous experience as an Assistant Manager at Eat N Park further honed my abilities in team management, customer service, and operational efficiency. With a B.S. in Computer Information Systems and a B.S. in Business Information Systems, I combine technical acumen with a strategic understanding of business operations. I am highly skilled in wireless technology, call center tools, communication platforms, and both Windows and Mac operating systems. My approach is rooted in active listening, problem-solving, and adaptability, ensuring that I can meet the diverse needs of both customers and colleagues. I am now seeking a challenging Managerial position in a Customer Service, Customer Service Quality Assurance or a position in a fast paced ever evolving IT, Data Analytics, or Data Entry field where I can apply my extensive experience and skills to support organizational goals. I am eager to contribute to a team that values continuous improvement and innovation, and I am committed to driving positive outcomes through effective problem-solving and collaboration.