James Poirier's Email Addresses & Phone Numbers

💼 Past Experience

Director, National Call Center Operations at Fidelity Investments from 1998 to 2004 (6 years). Call Center Sales Manager at Direct Federal Credit Union from 1993 to 1995 (2 years). Call Center Sales Director at Liberty Mutual Insurance from April 2013 to September 2014 (1 year 6 months) in Boston, MA. Successfully delivered on high-priority projects across Distribution and Personal Insurance. Created consistent and effective touch points with executive management to ensure the Operations Solutions team has a solid understanding of the key strategic deliverables and ongoing challenges within each channel. • Designed framework and strategic deployment plan for the Sustainability phase of the Lean transformation for the sales and service call centers and field offices. • Developed a project prioritization and capacity management process that improved speed to market of strategic initiatives, created cross channel visibility and transparency while identifying and leveraging best practice across the organization. SVP, Contact Center Sales and Retention Manager at RBS Citizens from December 2009 to April 2013 (3 years 5 months). Led call center Service to Sales transformation strategy. Defined and implemented sales programs to drive revenue from new customer acquisition andImproved cross sell ratios. Implemented new training programs and employee coaching & development practices to drive customer experience and loyalty. • Led call center Service to Sales initiative improving core product sales conversion rates by235% and product enhancements “sticky products” by 324%.Speaked to Executive Management on a regular basis, ensuring that the Operations Solutions team understood their key strategic Deliverables and ongoing challenges within each channel. • Created a framework and strategic deployment plan for the Sustainability phase of the Lean transformation for the sales and service call centers and field offices. • Developed a project prioritization and capacity management process that improved speed to market of strategic initiatives, created cross channel visibility and transparency while identifying and leveraging best practice across the organization. SVP, Contact Center Sales and Retention Manager at RBS Citizens from December 2009 to April 2013 (3 years 5 months). Led call center Service to Sales transformation strategy.Defined and executed sales programs to drive revenue from new customer acquisition andImproved cross sell ratios. Implemented new training programs and employee coaching & development practices to drive customer experience and loyalty. • Led call center Service to Sales initiative increasing core product sales conversion rates by 235%.• Improved department efficiencies by 20%. Designed and implemented new business strategies and organization structure focused on the client experience, cost reduction and operational efficiencies. Vice President Call Center Operations at The First Marblehead Corporation from December 2004 to February 2007 (2 years 3 months). Brought on board to build a scalable and cost-effective customer service call center under aggressive timeline and narrow budget, with a focus on delivering and sustaining best-in-class performance across multiple locations.• Implemented a continuous process improvement approach, designing and implementing a world class performance metric / balanced scorecard to continuously measure performance and satisfaction. • Developed and managed high-performance teams to exceed service delivery targets.•

🎓 Education

James Poirier has a B.S. in Technical Business Management from Wentworth Institute of Technology, and an A.S. in Aeronautical Engineering from Wentworth Institute of Technology.James Poirier has experience working in technical businesses, having worked as a technical business owner and manager for over 10 years. In this time, Poirier has managed and operated businesses in a number of industries, including the aerospace, automotive, and Packard-Bogart Automotive brands.Poirier's work readiness and education background are important in his current job as an engineer at SpaceX. In his previous positions, Poirier has been responsible for a variety of technical and managerial duties, which requires a high level of work readiness and knowledge. This focused education and experience allows Poirier to effectively manage and deliver high quality technical services.Poirier's background and education will help him in his new position at SpaceX, where he will be responsible for a wide range of technical projects. His skills and background in engineering will help Poirier carry out his tasks accurately and with the utmost care. Poirier's education and work readiness will help him be ready for any challenge that may be encountered in his new position, and he will be able to contribute to SpaceX's success.

💡 Technical & Interpersonal Skills

Director Contact Center Operation at CVS Health/Minute ClinicJames Poirier is currently a Director Implementation - National Financial Services at Fidelity Investments from February 2004 to July 2004 (6 months).Director Business Analysis at Fidelity Investments from January 2003 to February 2004 (1 year 2 months).Director National Call Center Operations at Fidelity Investments from 1998 to 2004 (6 years).Call Center Sales Manager at Direct Federal Credit Union from 1993 to 1995 (2 years).Director, Operations Solutions at Liberty Mutual Insurance from April 2013 to September 2014 (1 year 6 months) in Boston, MA.Successfully delivered on high-priority projects across Distribution and Personal Insurance.Created consistent and effective touch points with executive management to ensure the Operations Solutions team has a solid understanding of the key strategic deliverables and ongoing challenges within each channel.• Designed framework and strategic deployment plan for the Sustainability phase of the Lean transformation for the sales and service call centers and field offices.• Developed a project prioritization and capacity management process that improved speed to market of strategic initiatives, created cross channel visibility and transparency while identifying and leveraging best practice across the organization. SVP, Contact Center Sales and Retention Manager at RBS Citizens from December 2009 to April 2013 (3 years 5 months). Led call center Service to Sales transformation strategy.Defined and implemented sales programs to drive revenue from new customer acquisition and improved cross sell ratios.Implemented new training programs and employee coaching & development practices to drive customer experience and loyalty. led call center Service to Sales initiative improving core product sales conversion rates by 235% and product enhancements “sticky products” by 324%.Spearheaded the successful implementation of a LEAN transformation across 2 US call centers impacting more than 800 FTE.• Exceeded Service to Sales year 1 revenue targets by 280%.• Implemented a continuous process improvement approach, designing and implementing a world class performance metric / balanced scorecard to continuously measure performance and satisfaction.• Partnered with Product Management and Marketing groups to implement new sales tools, job aids, and sales campaigns. Vice President, Investor Services and Markets at Brown Brothers Harriman from September 2008 to December 2009 (1 year 4 months). Led strategic design and development of service solutions in support of new product offerings.Improve straight through processing of client invoicing.• Successfully led business line efforts on the implementation of new global billing system reducing cycle times by 90%, improving accuracy with straight through processing and reducing cost.Implemented a continuous process improvement approach, designing and implementing a world class performance metric / balanced scorecard to continuously measure department performance and satisfaction. Vice President, Call Center Operations and Client Support Services at First Marblehead Education Resources from February 2007 to September 2008 (1 year 8 months) in Boston, MA. Promoted to oversee full range of client management, customer service and inbound sales activities spanning multiple sites.• Implemented a continuous process improvement approach, designing and implementing a world class performance metric / balanced scorecard to continuously measure performance and