1. J A M E S A . C L O U G H I V
725 Lark Dr. Aubrey, TX 76227
CELL PHONE: 214-529-9787
SUMMARY OF QUALIFICATIONS
Over 12 years of call center and customer service leadership experience.
Change agent who implements new methods for continuous corporate and customer-success and operational
Dynamic, results-oriented business development professional.
Strong leader, mentor and motivator of productive, cohesive teams.
Ability to develop, implement and manage business strategy.
Professional who demonstrates fiscal acumen at the top and bottom lines.
Citrix, IEX, ICUE, and Avaya experience.
Experienced in workforce management and skill based routing.
Well-developed communication and public speaking skills with outstanding leadership skills
Professional experience in the following industries
Medical Training Customer Service
EDUCATION & CONTINUOUS SKILLS IMPROVEMENT
Collin County Community College – Plano, Texas
Cisco Junior College – Cisco, Texas
UnitedHealth Group/Optum 2011- Present
Lead the Call Center operations for two consumer outreach teams specific to our Health and Wellness programs: The
Healthcare Decision Support and Personal Health Services- Total Population initiatives.
Supervisor Medical Clinical Operations – Richardson, TX
Responsible for an organization consisting of two teams, 2 Team Leads and 14 Frontline staff.
Responsible for all aspects of the Optum Engagement call center.
Plan and implement new outreach initiatives for Optum that align with the overall corporate strategy.
Build outbound and inbound call center initiatives using predictive modeling to ensure that outreach campaigns
are adequately supported using manual and auto dialer technology.
Manage budget, hiring, terminations, training and evaluations for in office and work at home staff.
Responsible for staffing forecasting and work load planning.
2. Work with various stakeholders to ensure that forecasted targets and service level agreements are met.
Internal and External Vendor Management to ensure SLA agreements are being met per the contracts.
Created call process and documentation job aides to ensure consistent processes across the board.
Team Lead Enabled trainer 2013-2014
Responsible for training all new hire Engagement Specialists on all onboarding materials during hiring ramp up.
Traveled and trained 15 contracted employees on Treatment Decision Support processes and documentation.
Trained Engagement Specialists on Janek Telesales to provide them with tools on how to conduct second sales on
phone calls with members.
CitiFinancial / One Main Financial 2009 - 2011
One of the leading banking entities for alternative lending of personal loans and home mortgages.
Personal Loan Collector – Las Colinas, TX
Negotiate/offer payment options to ensure collections on delinquent accounts.
Process cures (Deferment, Re-ages and other Customer Assistance Programs) to prevent charge-offs.
Assist with litigation matters pertaining to customers delinquent loans.
Create payment plan solutions to ensure customer longevity.
Remain in compliance with current state laws to prevent company losses and reputational risks.
Provide long term solutions to prevent customers from future defaults.
Experian Credit Bureau – Allen, TX 2006 - 2008
Is a global information services group with operations in over 40 Countries. The principle lines of business are credit
services, marketing services, decision analytics, and consumer services.
Responsible for a department of over 10 in office staff.
Successfully implemented new technology to enhance efficiency of processes between multiple countries.
Coach, develop, and motivate staff by routinely conducting quality checks and implementing measures to
improve performance levels.
Responsible for daily workflow to ensure satisfaction of both internal and external customers.
Collaborated with organizational executives and the development and execution of customized onsite trainings.
Develop curriculum that addressed all client requirements: fostered personal enlightenment in organizational
Increased employee productivity through innovative training initiatives, boosted moral and inspired employees.
3. Technician for the processing center.
Organized incoming mail.
Retrieve back dated files from the warehouse for data entry.
Operate mail extraction and imaging machinery.