James Walsh28 Robin Rd, Norfolk, MA 02056

james.walsh@fmr.com (w) 603-791-3611 (h) 508-541-4166_____________________________________________________________________________________

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 ImprovementTechnology 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 the country, 4,600 contact center agents, and 17 million interactions annually in a 24 X 7 environment to meet service and sales objectives. Develop workforce management processes and evaluate business call routing requests for operational implementation. Manage inbound and outbound resource utilization, representative talking points when issues arise and coordinate training needs and responsible for daily and ad hoc analysis of call center performance.

Manage 4 direct reports and over 21 indirect employees in a multi-matrix organization providing leadership and guidance to dozens more employees.

Implemented 3 new call center locations (1,500 representatives ) to meet growing customer demand over the past 7 years.

Designed and executed multiple key innovative call routing strategies to increase representative utilization by 15% and improve operational results by 7% while enabling more outbound and Sales opportunities.

Key business leader that is consulted by numerous marketing and finance leaders for advice and counsel on new contact center strategies and assessment of 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 outage time to evaluate true impacts of technical problems.

Member of the Program leadership team to select and lead the migration of the entire contact center platform to a new contact center technology.

Nominated for “Most Valuable Player” at the end of year awards program for 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 adjacent technologies for all of Fidelity call centers over seven business units. Responsible for ensuring all platforms and over 15K call center agents spanning multiple technologies are able to receive over 40 million calls annually. Managed vendor relationships, implemented security and maintenance patches and executed system upgrades.

Implemented an Avaya VOIP solution for over 600 back office agents coordinating vendor and business resources to implement a smooth transition and minimal customer impact.

Managed Tellme networks vendor contract and reduced annual budget by over $1 million by restricting port capacity without increasing business risk.

Created a capacity solution for the Workplace Investing business unit using existing hardware to 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 service delivery model allowing high value customers 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, MASchool of ManagementBachelor of Science in Finance, 1987