QA Inspections Supervisor @ From April 2012 to Present (3 years 7 months) Idaho Falls, IDInsurance Agent @ From August 2011 to April 2012 (9 months) Pocatello, Idaho AreaCall Center Ambassador @ From February 2010 to August 2011 (1 year 7 months) Pocatello, Idaho AreaAccount Executive @ IKON is a leading provider of Ricoh products, document input, and archive solutions.; Responsible and accountable for the achievement of targeted results. Business to business sales of hardware and software solutions. Prospecting for new business and upgrading existing customers' hardware and software. Completed Customer needs analysis by identifying areas of concern and addressing businesses' desire to improve processes and efficiency. Page two - James Hatch resume Presented Proposals, product demonstrations and training. Achieved Quota by consistently performing daily activities. From February 2009 to February 2010 (1 year 1 month) Idaho Falls, IDTelesales Manager @ Responsible and accountable for the achievement of targeted results. Supervised, trained, and motivated occupational employees. Diagnosed individual and team performance issues; communicated, coached and managed improvement to attain targeted results. Celebrated successes utilizing appropriate reward and recognition programs. Motivated team to continual improvement and achievement of maximum performance goals. Trained the trainer, selected to learn and implement new processes by being sent throughout the country and returning to train the local managers. These processes helped to increase sales by 23% over the fiscal year. Reduced time needed to find and update employee performance records by creating Excel spreadsheets and other documents to ensure information was up to date and ready for review. Modeled exceptional customer service behaviors through one on one coaching and resolving customer escalations. Resulting in 20% increase in CTS results. Identified as having the highest CTS "customer transaction survey" results at 98%. Designed new sales technique regarding "transitioning into a sales discussion" which was adopted regionally. Motivated team by implementing fun and creative contests, resulting in team unity, increased moral, and employee engagement. From December 2006 to September 2008 (1 year 10 months) Quality Assurance Manager @ Qwest is a leading provider of voice, video and data services across America and the world. From January 2000 to January 2008 (8 years 1 month) Sr. Quality Assurance Manager @ Supervise, train, role model and coach occupational employees in a call center by sitting side by side and coaching on how to improve sales. Model correct behaviors and review Quality Assurance scores to help improve customer's experience. Collected, reviewed and sent trend data for regional call centers by remotely observing recorded calls. Improved relationship with QA and coaching staff by Implementing E-mail notifications to commend excellent behaviors of consultants. Personalized the QA department to the consultants by sending personal complimentary messages regarding their excellent call handling. Created a better customer experience by identifying negative behavior trends. This data was sent to regional call center leadership who addressed the behaviors before the customer was impacted. From August 2005 to December 2006 (1 year 5 months) Customer Relations Specialist @ Provided exceptional customer service. Utilized consultative skills to answer questions about Qwest products services and billing. Interviewed customers to determine their individual needs. Researched billing issues for customers to determine account accuracy. Assisted customers in resolving service issues by coordinating with other departments. Recognized consistently as superior customer service agent. Received multiple customer commendations, and quality assurance awards. Provided peer coaching as multi product subject matter expert. Designated by center leadership as a "C-Flow" Subject Matter Expert (SME) to train, role model and coach peers on how to use the C-Flow model to increase sales. Assisted coach with continuous development plans by formatting Excel Spreadsheets, and Power-point Presentations. From January 2000 to August 2005 (5 years 8 months)

BS, Human Resource Training and Development; Corporate Training @ Idaho State UniversityAssociate's degree, General Studies @ Ricks College From 1995 to 1997 James Hatch is skilled in: Management, Call Center, Microsoft Office, Coaching, Training, Microsoft Excel, Sales Operations, Customer Service, Microsoft Word, Sales Management, Customer Experience, Account Management, Leadership, B2B, Business Development, Call Centers, Cold Calling, Customer Retention, Customer Satisfaction, Direct Sales, Insurance, Inventory Management, Leadership Development, Marketing, Negotiation, Operations Management, Performance Management, PowerPoint, Process Improvement, Program Management, Project Management, Quality Assurance, Sales, Sales Process, Social Networking, Team Building, Team Leadership, Telecommunications, Time Management