Welcome to James R. Lee’s Résumé and Curriculum Vitae.

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Résumé Synopsis

Senior operations leader known for transforming underperforming teams to exceed objectives. Strong mentor and developer of talent, building and managing passionate workgroups to deliver world class service. Proven at developing and executing business plans to dramatically improve service delivery. Skilled at data trending and aggregation, identifying and monetizing key performance metrics. Directs process improvement, improving quality, reducing costs, and increasing profits in complex, high volume businesses. Adept at developing strategic initiatives and creating competitive differentiation.

Core competencies

  • Strategic Planning
  • P & L Management
  • Operations Management
  • Coaching and Mentoring
  • Change Leadership
  • Quality Improvement
  • Product Development
  • Client Acquisition

Professional Experience

Managing Director

TGSC Group, Burlington, MA; 2009-2010.

As Managing Director, responsibilities include product management and marketplace positioning for wholly owned subsidiaries TeleGlass and Strategic Claim Services.  Introduced Designed for Six Sigma process flow controls and software in support of property and casualty insurance company clients, supporting over 250,000 transactions annually. Responsibilities include sales, customer service, Internet presence, business process management, new product and software development, and contract development.

Director of Operations and Customer Assistance

Cross Country Automotive Services, Medford, MA; 2008.

Operations Director providing roadside assistance 5 million times annually. Led client and customer relations for all verticals. Managed risk for $250 million of expenditures, logistics, strategic planning, and product development.  Active in developing and delivering on service level agreements and negotiating key client contracts.

General Manager, Performance Center Manager

AAA Auto Club, Glendale, AZ; 2005 to 2008.

Managed call center operations for sales and service, delivering on member satisfaction and P & L. As Performance Center Manager, provided forecasting, daily operations, and BPO management for seven contact centers and 10.8 million calls. Developed marketing plans for outsource clients.

Operations Manager

SkyMall, Phoenix, AZ; 2001 to 2005

Directed multi-site contact center operations for America’s in-flight sales and marketing catalog, managing 275 employees. Managed P & L, supporting 100% of consumer based revenue streams. Negotiated terms with outsource provider and managed BPO relationship for 42% of inbound calls.

Associate Manager

Prudential Insurance, Scottsdale, AZ; 2000 to 2001

Led efforts from maturity through closure of Prudential Insurance’s direct marketing business life cycle. Directed relationship between underwriting and sales, managing risk and driving profitable sales. Led process improvement team, improving profitability and employee performance.

Project Manager, Operations Supervisor

Sprint, Tempe, AZ; 1992 to 2000

Operational leader managing all aspects of a 500 person call center. Developed business partnerships providing domestic and international service to key clients. Created, deployed, and managed KPI reporting. Member of national leadership team supporting six contact centers.

Education and Certifications

Master of Business Administration, W. P. Carey School of Business at Arizona State University
Six Sigma Black Belt, Ira Fulton School of Engineering at Arizona State University
Certified Industrial Statistician, Ira Fulton School of Engineering at Arizona State University
Bachelor of Science in Business Management, University of Phoenix
Master of Quality and Reliability, Ira Fulton School of Engineering at ASU (completion in 2011)