James Baskerville
Dacula,GA
Summary
Accomplished results-driven management professional with a proven track record at Sage, enhancing customer satisfaction and team performance through expert leadership and complex problem-solving. Skilled in cross-functional teamwork, expert leadership, and known for creating a positive workplace culture that drives high-performing teams. Successfully spearheaded initiatives that significantly improved service quality and employee engagement, leveraging key performance indicators for strategic decision-making.
Overview
18
18
years of professional experience
Work History
Manager, Customer Services
Sage
04.2016 - Current
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Senior Customer Support Analyst
Sage
04.2012 - 04.2016
- Improved customer satisfaction by providing timely and accurate resolutions to complex technical issues.
- Served as an escalation point for complex technical issues requiring advanced expertise or senior-level input.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Adapted quickly to new software releases and updates, staying current on product features in order to provide knowledgeable assistance to clients.
- Provided exceptional remote support using screen-sharing and remote control tools, efficiently resolving issues with minimal disruption to the customer''s workday.
Senior Bartender
Beau Rivage Resort & Casino
08.2006 - 10.2010
- Adhered to strict cleanliness standards throughout all aspects of bar operations.
- Served high customer volumes during special events, nights, and weekends.
- Enhanced customer satisfaction by providing personalized drink recommendations and excellent service.
- Developed innovative cocktail recipes, driving menu diversity and attracting new customers.
- Demonstrated expertise in various mixology techniques, enhancing presentation and overall product quality.
- Established positive working environment that fostered teamwork and collaboration among staff members.
- Trained new bartenders on proper techniques, ensuring consistent quality across the team.
- Elevated guest experiences by promptly addressing concerns or complaints in a professional manner.
Education
No Degree - Studied Computer Science & Business Administration
Florida Agricultural And Mechanical University
Tallahassee, FL2001
Skills
- Customer service
- Team leadership
- Complex Problem-solving
- Verbal and written communication
- Project management
- Performance management
- Policy implementation
- Key performance indicators
- Coaching and mentoring
- Performance evaluations
- Staff training and development
- Relationship building
Timeline
Manager, Customer Services
Sage
04.2016 - Current
Senior Customer Support Analyst
Sage
04.2012 - 04.2016
Senior Bartender
Beau Rivage Resort & Casino
08.2006 - 10.2010
No Degree - Studied Computer Science & Business Administration
Florida Agricultural And Mechanical University
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