James Walsh has over 25 years of experience in contact center operations and leadership. He currently serves as Vice President of Personal Investments Contact Center Operations at Fidelity Investments, where he oversees 7 locations, 4,600 agents, and 17 million annual interactions. Previously he held several vice president roles at Fidelity in contact center engineering and operations. He has a proven track record of implementing strategies to improve customer experience, increase efficiency, and optimize workforce management.

1. James Walsh
28 Robin Rd, Norfolk, MA 02056
james.walsh@fmr.com (w) 603-791-3611 (h) 508-541-4166
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Professional Summary
Contact center professional with over 25 years of expertise in all facets of the contact center environment
including technology, process improvement strategies, workforce optimization, and analytical reporting. Results
driven leader that fosters strong relationships and teamwork across organizations and uses trust and
accountability to achieve business goals. Implemented numerous strategies to improve customer experience and
increase profitability while leading teams through changing environments.
Key Areas of Expertise
Proven leader Call Center Expertise Workforce Management Process Improvement
Technology experience Team Builder Analytical Thinker Quality Driven
Professional Experience
Fidelity Investments 1998 to present
Vice President, Personal Investments Contact Center Operations- Merrimack, NH 2007 to present
Lead the daily management of the Retail Brokerage contact centers with over 7 locations across thecountry, 4,600
contact center agents, and 17 million interactions annually in a 24 X 7 environment to meet serviceand sales
objectives. Develop workforce management processes and evaluate business call routingrequests for operational
implementation. Manage inbound and outbound resourceutilization, representativetalkingpoints when issues
ariseand coordinatetrainingneeds and responsiblefor daily and ad hoc analysisof call center performance.
 Manage 4 directreports and over 21 indirectemployees in a multi-matrix organization providing
leadership and guidanceto dozens more employees.
 Implemented 3 new call center locations (1,500 representatives ) to meet growing customer demand over
the past7 years.
 Designed and executed multiplekey innovativecall routingstrategies to increaserepresentative
utilization by 15%and improve operational results by 7%while enabling more outbound and Sales
opportunities.
 Key business leader thatis consulted by numerous marketing and financeleaders for adviceand counsel
on new contact center strategies and assessmentof the ROI associated with each initiative.
 Member of the Quality Operations team that has increased CEI scores year over year and improved NPS
scores by 15% in 2013.
 Devised a new process working with technology partners to redesign Fidelity technical incidents ratings to
focus on customer impact versus technical outagetime to evaluatetrue impacts of technical problems.
 Member of the Program leadership team to select and lead the migration of the entire contact center
platformto a new contact center technology.
 Nominated for “Most ValuablePlayer”at the end of year awards programfor the call center organization
for 2013.
Vice President, Enterprise Technology- Contact Center Engineering- Boston, MA 2005 to 2007
Managed and developed all of the domestic call center platforms and adjacenttechnologies for all of Fidelity call
centers over seven business units.Responsiblefor ensuringall platforms and over 15K call center agents spanning
multipletechnologies are ableto receive over 40 million callsannually.Managed vendor relationships,
implemented security and maintenance patches and executed system upgrades.
 Implemented an Avaya VOIP solution for over 600 back office agents coordinatingvendor and business
resources to implement a smooth transition and minimal customer impact.

2.  Managed Tellme networks vendor contractand reduced annual budget by over $1 million by restricting
port capacity withoutincreasingbusinessrisk.
 Created a capacity solution for the WorkplaceInvestingbusiness unitusingexistinghardwareto increase
call center capacity by 10K ports to meet business needs.
 Member of the initial team that evaluated potential vendors for the next generation contact center
Vice President, Personal Investments Distribution Phone Operations 2002-2005
 Managed 5 Direct reports, and 17 indirect employees, while managing a 24 X7 call center environment
over 4 call centers and 15 million customer calls annually.
 Implemented a new segmented servicedelivery model allowinghigh valuecustomers to get call answered
with priority and delivered to the most experienced representatives.
 Devised a streamlined prompting strategy for the main Fidelity number and reduced the customer time to
reach a representative by 60 seconds removing multiple prompting levels.
 Responsible to deliver a new vendor solution and strategy for the Fidelity VRU (Voice Response Unit) and
using speech recognition to deliver it.
 President Circle winner in 2003 and 2004 which was exclusively determined by peer voting.
Director, National Console Operations 1998-2002
 Managed the daily activities of the Personal Investments call centers to deliver an 85% Customer Service
Levels during unprecedented trading and call volumes from 1999-2011 during the Internet boom/bust.
 Implemented and executed a comprehensive Y2K plan to insure no customer impact
 Leadership Award winner in 1999 and President Circle winner in 2000 and 2001.
 Senior analyst from 1998-1999 successfully forecasting tactical daily forecasts for all Retail functions
within +/- 10%.
Verizon Communications 1987-1998
Various Positions in multiple call center environments
 Area Operations Manager for the Central Resource Administration group for the Business offices unit
located across New England and New York.
 Instrumental participant as part of the special negotiations team that created a settlement with the
Communications of America in the New York offices in 1997.
 Residence Staff Director that developed business plans to consolidate the New England and New York call
centers
 Area Operations Manager for the Pittsfield Directory Assistance office directing 6 managers and over 120
operators.
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Education
Boston College Chestnut Hill, MA
School of Management
Bachelor of Science in Finance, 1987