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James Scott

Client Relations and Customer Support Manager

With a robust history in Hospitality, Medical Devices, Real Estate, and Career Services in Fortified brands such as Cochlear Americas and RE/MAX. Rewarded for consistently surpassing objectives and being pivotal in increased profitability, ensuring customer satisfaction, and overseeing departmental growth. 


Impact Highlights:

  • Oversaw and optimized up to 700 customer accounts monthly, ensuring excellent service, up-selling products, and client outreach. 

  • Championed the launch of five new sound processor product lines, two new implant types, and three state-of-the-art mobile applications.

  • Spearheading UAT testing and rollout of Techsee's virtual assist, enhancing virtual troubleshooting capabilities.

  • Took the lead in the UAT of Salesforce CRM, meticulously documenting bugs and suggesting workflow enhancements in Jira, resulting in improved workflow efficiencies.

  • Revamped process efficiencies for the social media response aggregator in Khoros, leading to an increase in recipient engagement.

  • Played a pivotal role in the conception and implementation of the Plus One accessory automation within the Oracle DBMS.

Experience

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July 2021 - Oct 2023
Senior Device Support Specialist

• Expert Liaison: Driving seamless interactions between Cochlear recipients and Audiologists, aiding as a product expert in device setup, technical troubleshooting, and maintenance.
• Solution Navigator: Delivering rapid resolutions across various communication channels such as calls, chat, and email, using product expertise and service acumen.
• Collaborative Force: Muti-tasking with Cross-functional teams, from audiology to billing, ensuring customer success.
• Tech Navigator: Utilizing Salesforce CRM, Excel, and Oracle for efficient sales processing and account management.
• Sales Catalyst: Directing customers to relevant products, boosting sales and retention.
• Team Mentor: Leads training and provides vital supervisor coverage, enhancing team performance.
• Field Specialist: Engaging directly with clients for hands-on troubleshooting and product demonstrations.
• CX Innovator: Champions UAT and workflow initiatives that bolster the Customer Experience impact. 

Mar 2020 - July 2021
Device Support Specialist

• Solution Architect: Leveraged a robust knowledge base to innovate within company protocols, enhancing product know-how and process efficiency.
• Customer Advocate: Managed end-to-end support flow, assisting with device setup, maintenance, and app-related troubleshooting.
• Efficient Troubleshooter: Handled daily virtual support, addressing approximately 50 calls, and managing email and chat responses.
• Award Recipient: Earned the "Golden Phone Award" for outstanding client support and mentoring prowess.
• Career Pr
ogression: Elevated to the Senior Device Support Specialist role.

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Jan 2020 - July 2021
Service Optimization Specialist 
  • Utilized LinkedIn and Career Builder for talent sourcing.

  • Conducted research on industries, companies, and growing markets to support client research.

  • Sourced new candidates to drive lead generation and made industry and region change decisions.

  • Performed data entry (Excel) while prioritizing multiple projects and meeting deadlines.

  • Created content, article writing, brand and social media awareness (videos, postings)

  • Contributed to user experience improvements of client portal CRM. (JobRAMP).

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Nov 2018 - Feb 2020
Inside Sales Representative
  • Researched territories, and selected the best markets and leads, facilitating 100+ emails/calls per day, engaging brokers and entrepreneurs about the RE/MAX and Motto Mortgage franchise model.
  • Leveraged sales skills to create interest and persuade leads to engage, partnering with the Business Development team to schedule presentations to bring in new franchisees.
  • Involved in sales training and customer presentations.
  • Learned excellent telephone skills to develop rapport, build relationships, and evangelize the brand to create enthusiasm and interest. 
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Jan 2018 - Nov 2018
Resident Services Concierge 
  • Provided residents with assistance and services including phone and email communication, package distribution, vendor alliances, receiving shipments, security, documentation, and data entry.

  • Leveraged skills specific to strategic relationship building and client focus/success to secure sales training and development role with RE/MAX.

Experience
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Results

Oversaw and optimized up to 700 customer accounts monthly, ensuring excellent service, up-selling products, and client outreach. 

Championed the launch of five new sound processor product lines, two new implant types, and three state-of-the-art mobile applications.

Spearheaded UAT testing and rollout of Techsee's virtual assist, enhancing virtual troubleshooting capabilities.

Results

Expertise

  • Business Development

  • Process Improvement

  • B2B

  • Analytical Skills

  • Individual Contributor

  • Brand Growth

  • HIPAA Compliance

  • Sales

  • Employee Development

  • Growth Strategies

  • Problem Solving and Resolution

  • Team Leadership

  • Research and Analysis

  • Key Relationship Management

  • Customer Relationship Management (CRM)

  • Account Management

  • Project Facilitator and Coordination

  • Written and Verbal Communication Skills

  • Mediation

  • Vendor/Supplier Sourcing

  • Technology Utilization

  • Customer Service, Success

  • Supervisor

  • Information, Order & Records Management

  • Customer Retention

  • Client Success

Expertise

Education

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Bachelor of Arts (BA)
Communications

Certified in Mediation

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Eduation

Meet James

MEET CYNTHIA

Q & A

Why did you choose your profession? 

I enjoy being a customer-facing professional because it has given me the opportunity to exercise my love of communications. It has allowed me to explore different types of roles within the businesses where I have worked (Sr. Device Support Specialist, Service Optimization Specialist, Inside Sales Rep), which provides an ongoing benefit to understand customers from different types of engagements.

Who are your main influences?

I get my influence from my pastor, close friends, and people who have used their success and wealth to truly help others.   

What is your greatest accomplishment?

Cochlear provides a solution to those who have not been able to hear well or not at all in their lifetime. In serving the families that benefit from this great product, I learned the value of gratitude and how important that is to the work that I do.

What tools do you use?

Microsoft Office (Word, Excel, Outlook, PowerPoint, Teams), Zoom, Salesforce, Proprietary CRM Systems, Google Docs, Oracle DBMS, Android and Apple, ASHA and MFI, Skype, Pairing and Streaming, Tech See, Microsoft Teams, Adobe, Mac/HP platforms, Canva.

What advice would you give to someone just starting out in your profession? 

Love people and stay willing to be the patient one. Be a great listener as you are learning at a hyper-fast rate. Be an ambassador for each customer to drive their satisfaction with the company your represent.

Q & A

Interests & Hobbies

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Hiking & Fitness

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Aquariums

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Skiing

INTERESTS & HOBBIES
TESTIMONIALS
Contact

Testimonials

"I had the opportunity to be a member of the Device Support customer service team leadership at Cochlear Americas from 2019 to 2022 and worked with James first in the capacity of team lead, and later as his direct supervisor. During that time, he developed into a knowledgeable and confident representative helping our deaf and hard-of-hearing customers, their family members, and carers across multiple service channels including on the phone, email, and online chat services. He has proved since early on to be a reliable, pleasant, and dedicated part of the team.

During my time as his supervisor, I discussed all manner of key performance indicators with James during monthly one-on-one meetings. James took any feedback and guidance with a positive demeanor and was often among the first in the team to meet and exceed those goals. Beyond that, he always displayed a desire to improve and reached out to discuss challenging situations he had encountered just to see what he could have done to better serve our customers. The role of a Device Support team member can be extremely difficult with the variety of products and services we assist our customers with, and James has always risen to this challenge and was promoted to Senior Specialist. 

When James approached me to ask for a letter of recommendation, I was happy to be able to provide one. I believe he is an asset to the team and someone with a great future as a professional. His work ethic, attitude, and demeanor will make him a great fit for any team he is part of."

Rodrigo Solis
Content Specialist
Cochlear Americas

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