James A. Banks(214) 872-6022 – (936) 676-6208 │ banksj.tx@att.net

Summary: Customer Service / Client Relations / Sales & Support

Delivered consistent customer satisfaction and performance results. Established record of building trust among workers and management in high pressure, changing environments. Proficient in:

Contracts / Pricing / Profitability Call centers Help-desk Customer service/strategy

KPI reporting and analysis IT support / Salesplace CRM Store management Warehouse/distribution

Experience:

Resolute Forest Products, Houston / Dallas / Lufkin, TX Resolute Forest Products, $5B publicly held multinational market leader in forestry and paper products. Division sold to EWJ International in 2014.

Recycling Division – April 2008 – October 2014 Manager, Customer Strategy – Commercial Sales Support – Call Center Business Analyst – Commercial Sales Support – Call Center Information Technology Supervisor

Managed Recycling Divisions National Customer Call Center Responsible for all Commercial Sales Support functions Directed a team of four Customer Strategist Managed and maintained two Customer web portals 20,000+ customers – 23 U.S. Locations with 5000+ inbound service calls per

month and 1500+ web inquiries & request. Managed Recycling Division CRM – Salesplace Designed, implemented and maintained Recycling Division Sales KPI

reporting. Business Analyst providing analysis and performance data for Senior

Management / Leadership Team. Managed all Commercial Contracts. Verified and assured profitability

margins, secured General Manager approval. Maintained tracking database and review process for renewals.

Provided user support on all business systems, including backup, availability, security and access. Assured system availability.

Installed, diagnosed, repaired and replaced computers, servers and systems. Set up networks, users, VPN configuration, Active Directory, shared file arrangements and security access, troubleshooting issues and resolving root causes of late or missing data.

Developed and implemented the division’s Intranet site, ensuring timely and accurate communications, data collection and reporting on volumes, costs, safety and quality.

Developed SQL database and web forms to capture user input for KPI, for governmental reporting, Quality Audits and for Safety Performance Tracking.

Resolute Forest Products, Houston / Dallas / Lufkin, TX (continued) Resolute Forest Products, $5B publicly held multinational market leader in forestry and paper products. Division sold to EWJ International in 2014.

Paper Mill – Lufkin, Texas – December 1977 - March 2004 Product Tracking Systems Administrator Facilitator – Contract Negotiations Paper Production Department & Special Projects

Supported the implementation and managed the day-to-day operations of the Mill Product Tracking System, a full circle order-to-cash system and a fully automated wrap line operation.

Implemented and responsible for the Paper Mill Production Tracking and Information system. Order-to-Cash.

Implemented Order Entry System - two Texas locations. Implemented and managed Replix historical data reporting and performance

information system.

Implemented and managed Teklogix Radio Frequency warehouse loading system for order / shipment accuracy.

I.T. Help-desk – 24/7 systems support for all production critical systems. Desktop / server maintenance / rebuild / install / support. Facilitator for 1994 Labor Contract Negotiations. Paper Production and Special Projects – production and warehouse

environments.

Ashley Furniture HomeStores – The Wilks Group Inc.Independently owned retail furniture company with warehouse & distribution centers in Lufkin, College Station and Waco, Texas. Lufkin Texas Division – April 2005 – April 2008

General Manager – Lufkin Retail Store & Distribution Center Warehouse & Distribution Center Manager

Managed $7MM P&L – Retail Store. Merchandised and priced product, contributing to significant growth supporting opening two additional Texas retail locations.

Developed, trained and implemented warehousing operations in Lufkin, Texas. Standard Operating Procedures developed in Lufkin, TX were implemented in College Station and Waco, TX. stores as well.

Managed IT including computer software upgrades and conversions, store and warehouse hardware and network connectivity to corporate site. Implemented and maintained system backups and data integrity.

Managed furniture preparation and scheduling over 200 pieces delivered to customer homes daily.

Oversaw product loading daily, maximizing load efficiency and reducing costs by assuring product loading utilized best practices and available packaging materials to reduce chance of product shifting in transit and possible damage.

Optimized use of warehouse space, increasing capacity by 40% without incremental capital costs. Acquired and installed a second level racking system provided by warehouse owner at no charge. Further efficiencies accomplished with focused route scheduling, delivery adherence to plan and tracking of delivery equipment.

Designed and implemented the layout, warehousing operating procedures and practices for all three locations.

Systems:

SQL Server Queries and Reports Showcase Strategy Report Writer Ironspeed Web Forms Lotus Notes Configuration/Support PC Troubleshooting and Repair Network Configuration / Support Server Backup configuration

Intranet Web Development HP / Lexmark / Dell / Zebra printer installation

and Support Microsoft Office Support DSL / T1 / VPN connectivity JDE Financial Systems Cross Dock Inventory Management

Honors: Boatswain Award for Outstanding Customer Service, Recycling Division.