Resume: James (Jim) T. Crabtree
Posted date: 3/18/2008
Posted by: James (Jim) Crabtree
Objective Middle Management
Profile • 29 years experience as a professional manager.
• Ability to direct complex projects from concept to fully operational status.
• Goal-oriented individual with strong leadership capabilities.
• Organized, highly motivated, and detail-directed problem solver.
• Proven ability to work in unison with staff, volunteers, and at all levels.
Education Associates Degree Accounting
Hillsborough Community College Tampa, FL
Relevant Experience & Accomplishments
Program Coordination
• Successfully established new Quality Department and created new monitor assessment program for 1500 employees.
• Balanced $15 million budget, resulting in impressive profit margins.
• Established company and employee performance goals met for 49 consecutive cycles.
• Implemented customer service standards for an annual reduction in complaints of 30%.
• Designed and implemented employee benefits and performance standards program.
Management/Supervision
• Directed recruitment and employee retention programs.
• Trained, supervised, evaluated staff and established performance measurement standards..
• Established managerial performance measurement programs.
• Managed closing, relocation and creation of 4 call centers.
• Successfully implemented employee incentive programs..
Employment Quality Coordinator Nielsen Company
• Provide quality measurement of 1500 employees. 2000-Present
Call Center Director, Flowers Direct Tampa, FL
• Oversaw operations of daily phone order call center.
• Directed training, customer service and employee performance programs. Consultant as company was moved to Texas 1999-2001
Operations/Training/HR Manager, TeleTech Tampa, FL
• Oversaw 1200 person call center operations, training and HR function for a Fortune 500 company. 1996-1999
Operations/Sales/Customer Service Manager, Continental Airlines and Eastern Airlines, Tampa ,FL
• Oversaw operations, sales and customer service performance of a 900 employee call center. 1969-1996