This document is a resume for James A. Clough IV. It summarizes his qualifications which include over 12 years of call center and customer service leadership experience. He is experienced in implementing strategies for continuous improvement and operational efficiencies. His professional experience includes industries such as medical, training, and customer service. He holds education from Collin County Community College and Cisco Junior College. His most recent and relevant experience includes leading call center operations at UnitedHealth Group/Optum from 2011 to present and various roles at CitiFinancial/One Main Financial from 2009 to 2011 and Experian Credit Bureau from 2006 to 2008.
For this project I worked with the graphics teams to re-create the idea of a "Welcome to Florida" post card. We developed the entire campaign around the same design for all brands with in the event.
For this project I worked with the graphics teams to re-create the idea of a "Welcome to Florida" post card. We developed the entire campaign around the same design for all brands with in the event.
From Health Coverage to Health Care: A Youth Perspective on What Happens Afte...CHC Connecticut
Aaron Smith,Co-Founder and Executive Director, Young Invincibles addresses the 2014 Weitzman Symposium on From Health Coverage to Health Care: A Youth Perspective on What Happens After Enrollment
This PowerPoint is one small part of the Geology Topics unit from www.sciencepowerpoint.com. This unit consists of a five part 6000+ slide PowerPoint roadmap, 14 page bundled homework package, modified homework, detailed answer keys, 12 pages of unit notes for students who may require assistance, follow along worksheets, and many review games. The homework and lesson notes chronologically follow the PowerPoint slideshow. The answer keys and unit notes are great for support professionals. The activities and discussion questions in the slideshow are meaningful. The PowerPoint includes built-in instructions, visuals, and review questions. Also included are critical class notes (color coded red), project ideas, video links, and review games. This unit also includes four PowerPoint review games (110+ slides each with Answers), 38+ video links, lab handouts, activity sheets, rubrics, materials list, templates, guides, 6 PowerPoint review Game, and much more. Also included is a 190 slide first day of school PowerPoint presentation.
Areas of Focus within The Geology Topics Unit: -Plate Tectonics, Evidence for Plate Tectonics, Pangea, Energy Waves, Layers of the Earth, Heat Transfer, Types of Crust, Plate Boundaries, Hot Spots, Volcanoes, Positives and Negatives of Volcanoes, Types of Volcanoes, Parts of a Volcano, Magma, Types of Lava, Viscosity, Earthquakes, Faults, Folds, Seismograph, Richter Scale, Seismograph, Tsunami's, Rocks, Minerals, Crystals, Uses of Minerals, Types of Crystals, Physical Properties of Minerals, Rock Cycle, Common Igneous Rocks, Common Sedimentary Rocks, Common Metamorphic Rocks.
This unit aligns with the Next Generation Science Standards and with Common Core Standards for ELA and Literacy for Science and Technical Subjects. See preview for more information
If you have any questions please feel free to contact me. Thanks again and best wishes. Sincerely, Ryan Murphy M.Ed www.sciencepowerpoint@gmail.com
Jesteśmy agencją multimedialną, która specjalizuje się w produkcji video oraz animacji. 30 osobowy zespół specjalistów realizuje wszystkie produkcje wewnętrznie, co jest gwarancją zawsze tej samej, najwyższej jakości oraz terminowości.
Zajmujemy się kreacją, organizacją produkcji oraz postprodukcją.
Produkujemy reklamy ATL, projekty digitalowe, reportaże oraz zajmujemy się eventami od strony multimedialnej. Nasze studio animacji - AnimationB2B, specjalizuje się w produkcji tzw. explainer videos, prezentacji multimedialnych oraz reklam.
Nasze doświadczenie docenili partnerzy z Polski i zagranicy.
Want your org to rise to the top? Look to your leaders.PeopleFirm
Great leadership isn't something that comes naturally to most people – and, frankly, we often promote for technical or subject proficiency, not people skills. Unfortunately, good leaders are also increasingly more important for the success of today's organizations. Today's world of work, with its high speed of change, virtual teams, varied generations and cultures, and evolving workplace, requires leaders that can not only keep up, but thrive and inspire in this chaotic world.
But too few organizations actually invest in developing that level of leadership.
What do we do about it? How do we build great leaders, both on an individual level and across the enterprise? Check out our 3-minute postcard on building the four cornerstones of great leadership!
Career Driven and always ready for a challenge. Dedicated to continuous growth and education. Creates and delivers a stimulating, enriching and productive environment to compete and remain cost efficient.
1. J A M E S A . C L O U G H I V
725 Lark Dr. Aubrey, TX 76227
CELL PHONE: 214-529-9787
Popsof3.jc@gmail.com
http://www.linkedin.com/in/jamesclough
SUMMARY OF QUALIFICATIONS
Over 12 years of call center and customer service leadership experience.
Change agent who implements new methods for continuous corporate and customer-success and operational
efficiencies.
Dynamic, results-oriented business development professional.
Strong leader, mentor and motivator of productive, cohesive teams.
Ability to develop, implement and manage business strategy.
Professional who demonstrates fiscal acumen at the top and bottom lines.
Citrix, IEX, ICUE, and Avaya experience.
Experienced in workforce management and skill based routing.
Well-developed communication and public speaking skills with outstanding leadership skills
Professional experience in the following industries
Medical Training Customer Service
EDUCATION & CONTINUOUS SKILLS IMPROVEMENT
Collin County Community College – Plano, Texas
Cisco Junior College – Cisco, Texas
RELEVANT EXPERIENCE
UnitedHealth Group/Optum 2011- Present
Lead the Call Center operations for two consumer outreach teams specific to our Health and Wellness programs: The
Healthcare Decision Support and Personal Health Services- Total Population initiatives.
Supervisor Medical Clinical Operations – Richardson, TX
Responsible for an organization consisting of two teams, 2 Team Leads and 14 Frontline staff.
Responsible for all aspects of the Optum Engagement call center.
Plan and implement new outreach initiatives for Optum that align with the overall corporate strategy.
Build outbound and inbound call center initiatives using predictive modeling to ensure that outreach campaigns
are adequately supported using manual and auto dialer technology.
Manage budget, hiring, terminations, training and evaluations for in office and work at home staff.
Responsible for staffing forecasting and work load planning.
2. Work with various stakeholders to ensure that forecasted targets and service level agreements are met.
Internal and External Vendor Management to ensure SLA agreements are being met per the contracts.
Created call process and documentation job aides to ensure consistent processes across the board.
Team Lead Enabled trainer 2013-2014
Responsible for training all new hire Engagement Specialists on all onboarding materials during hiring ramp up.
Traveled and trained 15 contracted employees on Treatment Decision Support processes and documentation.
Trained Engagement Specialists on Janek Telesales to provide them with tools on how to conduct second sales on
phone calls with members.
CitiFinancial / One Main Financial 2009 - 2011
One of the leading banking entities for alternative lending of personal loans and home mortgages.
Personal Loan Collector – Las Colinas, TX
Negotiate/offer payment options to ensure collections on delinquent accounts.
Process cures (Deferment, Re-ages and other Customer Assistance Programs) to prevent charge-offs.
Assist with litigation matters pertaining to customers delinquent loans.
Create payment plan solutions to ensure customer longevity.
Remain in compliance with current state laws to prevent company losses and reputational risks.
Provide long term solutions to prevent customers from future defaults.
Experian Credit Bureau – Allen, TX 2006 - 2008
Is a global information services group with operations in over 40 Countries. The principle lines of business are credit
services, marketing services, decision analytics, and consumer services.
Supervisor
Responsible for a department of over 10 in office staff.
Successfully implemented new technology to enhance efficiency of processes between multiple countries.
Coach, develop, and motivate staff by routinely conducting quality checks and implementing measures to
improve performance levels.
Responsible for daily workflow to ensure satisfaction of both internal and external customers.
Training
Collaborated with organizational executives and the development and execution of customized onsite trainings.
Develop curriculum that addressed all client requirements: fostered personal enlightenment in organizational
reform.
Increased employee productivity through innovative training initiatives, boosted moral and inspired employees.
Consumer Associate
3. Technician for the processing center.
Organized incoming mail.
Retrieve back dated files from the warehouse for data entry.
Operate mail extraction and imaging machinery.