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
Popsof3.jc@gmail.com
http://www.linkedin.com/in/jamesclough
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
efficiencies.
 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
RELEVANT EXPERIENCE
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.
Supervisor
 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.
Training
 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
reform.
 Increased employee productivity through innovative training initiatives, boosted moral and inspired employees.
Consumer Associate

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.