James Ryan Paul

James R. Paul


4786 W Mystic Cove Way


Boise, ID 83714


417-761-4188 (Cell)



 


CAREER SUMMARY:



  • Responsible for the Training, Development, and Coaching of a team size of 4 – 20 Customer Service and Technical Support Representatives

  • Responsible for coaching and developing representatives in meeting their monthly performance objectives

  • Consistently meet and exceed Leadership Deliverables expectations

  • Proficient in the following tools: Impact 360, and Integrated Coaching Tool, Microsoft Office (i.e., Excel, Word, Outlook, etc.)



  • More than four years of supervisory experience

  • Four years of Security detail


 


PROFESSIONAL EXPERIENCE:


 


AISG, New York, NY                                                                                       


Systems Programmer                                                                                                    09/2016 – Present



  • Pulled and placed network cables for C2PC

  • Racked and stacked servers

  • Terminating network cables

  • Established C2PC and network cables for mobile command system for mapping and positioning of units in relation to intel


 


DIRECT TV, Boise, ID                                                                                      


Customer Service Representative / Customer Retention Group                                    02/2016 – 08/2016



  • Provided timely and accurate answers to customer questions regarding their accounts

  • Advised customers about products and services offered by Direct TV for their convenience

  • Upsold customers premium packages such as NFL Sunday Ticket and MLB Extra Innings

  • Promoted to Customer Retention Group within two months of starting

  • Focused on retaining each and every customer by showing value to each individual account


 


VERIZON WIRELESS, Little Rock, AR/Rochester, NY   


Customer Service / Technical Support Supervisor                                                        09/2014 – 10/2015



  • Discussed behavioral expectations with team while on and off phones

  • Implemented the Be the Reason call taking model in coaching and developing team with their call taking

  • Focused on positive reinforcement when representatives meet or exceed their metrics and efficiencies

  • Developed an action plan to help team Outliers and bottom performers change their behaviors to increase overall efficiencies, and those they were struggling with most

  • Constantly revamped commitments to make sure team has the right behaviors in place to assist with individual representatives’ development

  • Partnered with leadership team to share best practices to assist with coaching and developing representatives


 




 


VERIZON WIRELESS, Little Rock, AR


Transition Coach / Acting Supervisor                                                                12/2008 – 08/2014



  • Assisted transition supervisor with training new hire representatives in their first ten weeks of taking calls

  • Worked with individual representatives during coaching sessions on better practices to meet their personal and metric goals

  • Coached representatives via side-by-side coaching, listening live to their calls via supervisor’s Bluetooth headset, and also by having individual coaching where we listened to their calls via Witness and prepared them for what coaching with their permanent supervisors will be like


 


RADISSON HOTEL, Branson, MO


Banquet Setup                                                                                                 03/2006 – 12/2008



  • Customer service agent

  • Manager support for guests’ comments and concerns

  • Oversaw the running of banquet events

  • Supervised the set up and break down for events


 


LODGE OF THE OZARKS, Branson, MO


Sales & Catering/Banquet Manager                                                                  03/2008 – 06/2008



  • Manager support for employees and guests

  • Oversaw the running of functions

  • Supervised a staff of between 5 and 30 employees

  • Wrote employee schedule each week

  • Ran weekly budget numbers for the banquet department

  • Supervised banquet functions through all stages

  • Met with clients to make sure their rooms were correct and satisfactory


 


UNITED STATES MARINE CORPS, 29 Palms, CA                                        07/1999 – 07/2003


Corporal of Marines



  • Supervised the movement of up to 10 Marines at one time

  • Maintained inventory control for Battalion

  • Intermediary between the Division General, Base General, and the Battalion Colonel

  • Analyzed data and processed through the SORTS program

  • Awarded the Navy Achievement Medal

  • Set up field communications for COC by running wire

  • Pulled and placed network cables for C2PC

  • Racked and stacked servers

  • Terminating network cables

  • Established C2PC and network cables for mobile command system for mapping and positioning of units in relation to intel


 




 


SPECIAL RECOGNITION:


 



  • Supervisor’s Award                    Rock Star of the Month                           October 2013

  • Colonel’s Award                        Navy Achievement Medal                       June 2002


 


SPECIAL PROJECTS:


 



  • Safety Team Ambassador                                                                              Jan 2014 – Oct 2015


 


PROFESSIONAL DEVELOPMENT: 


 


Fayetteville University, NC                                                                                       Jan 2012 –  Sep 2012



  • Completed the University’s A+ Certification via online program through ITCAP


 


EDUCATION: 


 


Missouri State University, Springfield, MO                                                                      8/2005 – 05/2011


B.A. History


 








 

 


 


REFERENCES AVAILABLE UPON REQUEST


 

  • ID#: 127261
  • Location: Boise, ID , 83714

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