James Isaac Mitchell (Ike)

Fort Collins, CO   80525

970-231-0098 (m)   Ike@ikemitchell.com

Contact Center/Service Desk Experience

IM

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.

ADC Telecom

CRM opportunity assessment, Contact center operational assessment

Assurant

Contact center consolidation & operational improvements

Bank of America

Workforce management optimization

BASF

Telephony/CRM CTI

BHP Billiton

ITIL compliant service desk

Budget Rent-a-Car

Three greenfield 300-600 chair contact centers

Catholic Health Initiatives

Shared services operations help desk

Chase Manhattan Bank

Workforce management optimization

Compaq

Operational assessment

Consolidated Edison

Telephony design

Dupont

Operational Assessment

eMedNY

“Turnaround manager” — Operational excellence

Migration to advanced capabilities

Entergy

Operational manager for six site contact center

Federal Reserve Bank of Minneapolis

CRM requirements and design.  Process optimization

First USA

Implemented Chordiant for Call Center; Designed and Implemented rules based engine for sales and service

Network Oil

Emerging customer support development

New Energy Ventures

Emerging customer support development

Oxford Health

Self service design and deployment

Salvage Sale

Emerging customer support development

Sears

Help desk turnaround

Siemens Energy & Automation

Customer support operational consolidation

TIAA-CREF

CRM process design

Unilever

Help desk optimization

US Army Materials Command

“Turnaround manager” — Operational excellence

Migration to advanced capabilities

US Post Office

Self service design and deployment

VHA

Operational improvements, system enhancements, process optimization

Waste Management

Help desk optimization