James N. Enloe
6763 N. Louvonne Dr.; Coeur d'Alene, ID 83815
509-999-0970 ° james@enloe.me ° jamesenloe.com
Client services professional with expertise in team management, client retention and back-office operations and support. Skills include a strong technical knowledge that allows for quick learning of new systems and procedures, a strong focus on organization and productivity. Proven ability to create and manage effective teams and provide clear direction with focused results.
Experience
Insight, Inc. 2008 - 2011
Business Analyst - Client Retention
The Business Analyst role drove support for Inside Software Solutions through reporting, system enhancements and troubleshooting, testing and training. Client Retention supported all of sales with at-risk clients through action plans, client calls and trending loss follow-up.
Wrote test plans and organized testing for system enhancements related to Microsoft's Select Plus and OLS programs. The program and changes were rolled out successfully to Inside Software Solutions without issue or delay.
Teamed with IT to developed and successfully deployed 20 time saving enhancements to the Inside Software Solutions order entry tool over 24 months.
Conducted a training series on better email management for Inside Software Solutions Managers and Director compiled from various sources.
Utilized SharePoint's documents and list features to develop stronger collaboration tools for Client Retention to allow for easier use of data and document retrieval.
Maintained a better than 90% success rate for clients coming off of an At-Risk status.
Insight, Inc. 2005 - 2008
Global Sales Support Analyst
Provided support and training for Pivotal Customer Relationship Management (CRM) system across multiple departments on a global level. Responsibilities included evaluating usage reports, promoting use, system testing, global communication, troubleshooting and problem solving.
Wrote business rules and test plans during the development phase to ensure the scope of the project would meet sales requirements and function as expected.
Selected to assist the training department in three week long training sessions in Denver, Phoenix, and New York covering Pivotal CRM and the software order entry tool.
Conducted trainings on proper forecasting procedures so that pipeline and forecast were consistent across the company.
Software Spectrum 2000 - 2005
Manager, Customer Account Services
Drove day-to-day operations of the customer service team, including coaching and career development, interviewing and hiring decisions, monitoring of statistics and resolving employee issues. Managed teams supporting government and educational customers, Canadian clients, Fortune 500 customers, and small and medium businesses in both the call center and in remote locations.
Developed successful new Mid-Market team responsible for servicing small and medium businesses. Set up procedures, team member responsibilities, organized team structure, set goals and monitored statistics and performance to ensure a high level of support for the new client model.
Selected to Relocate to Massachusetts for one year to support new call center as a result of corporate merger. Performed training and coaching for existing management staff as well as front line staff on new systems, policies and procedures. Worked as liaison for the department director and that location to ensure adherence to policies and procedures.
Consistently maintained high service levels for customers by monitoring team statistics and balancing workload to overcome staff shortages.
Awarded the Commitment to Excellence service award, a quarterly award given to those employees who have shown through their work a high level of dedication to providing excellent customer service.
Software Spectrum 1999
Volume Licensing Consultant
Provided support and training for sales staff and customers related to software volume licensing. This required in depth knowledge of various software licensing programs from a variety of publishers.
Developed a number of successful trainings for sales to assist with on-going licensing education.
Attended sales calls with clients to provide insight and direction for licensing decisions.
Software Spectrum 1996 - 1999
Senior Account Representative
Worked directly with Fortune 500 customers on a daily basis, providing quotations, order entry and issue resolution in a call center environment.
Named the Team Lead for the dedicated Boeing Team after just over a year with the company.
Awarded the Commitment to Excellence award, a quarterly award given to those employees who have shown through their work a high level of dedication to providing excellent customer service.
Awarded the Spectrum Superstar, a monthly award given to one customer service representative who displayed the willingness and drive to provide outstanding customer support.
Quickly promoted within the organization as a result of consistent and strong work ethic.
Acted as IT&S Liaison for Inside Sales Liberty Lake; point of contact for corporate headquarters regarding network and computer issues.
Education
Eastern Washington University 1994 - 1996
M.A. in Music Education
Directed and developed literature for Symphonic Band, EWU Saxophone Quartet, Jazz Band II, Marching Band, Basketball Pep Band.
Assistant Jazz Director at Cheney High School; lead Jazz Band II to two winning jazz ensemble competitions.
Montana State University 1988 - 1993
B.A. in Music Education
Won Senior Award for Service, Montana State University, an award given to recognize one member of each graduating class who displayed continued dedication throughout their education to the MSU Dept. of Music.
Skills
Proficient in multiple operating systems, including Windows (XP, Vista, 7), Mac OS X, iOS, Android, WebOS.
SharePoint site development, deployment and maintenance.
Highly organized and self directed.
Strong enjoyment and interest in software, technology and gadgets.