James Allen

Oversees a team of Operations Consultants and Operations Sr. Analysts. Manages the development and implementation of projects, best practices, and process improvements for a store technology. Supports the day to day store operations, including sales, service, technology, omni-channel, and store communications.

Designs and implements store initiatives that will drive business results. Develops and implements projects, best practices, and process improvements that support day to day store operations.

Identifies, researches, and analyzes business and strategic opportunities in order to innovate solutions for customer, associate, and technology use cases.

Led a team of Supervisors responsible for coaching and developing a team of Agents who provide quality service to Customers who contact Lowe’s for sales and service assistance. Monitored Supervisor team performance to ensure quality service through solid program execution, and operational performance as defined by departmental policy and operational guidelines. This included observing Supervisors delivering feedback to Agents, monitoring and analyzing team performance metrics, and spot-checking calls.

Led, coached and developed front line Agent teams to ensure the highest level of service for all customer interactions. Direct responsibility for all aspects of Agent performance including hiring and training employees, conducting performance appraisals, driving productivity through effective feedback, ensuring quality customer interactions, and holding performance management conversations.

Primary point of contact for ISPs regarding claims, service requests, and any service-related issues. Recruited and onboarded ISPs into the Lowe’s repair network. Monitored ISP metrics and reported any outstanding issues to Divisional Management. Serviced customers by keeping coverage gaps to a minimum and ensuring our ISPs maintain their appointments.

Provided information and guidance to Agents; served as mentor to Agents who are in training or struggling to meet performance expectations; identified individual and group training needs, process gaps and call trends; and work with district and regional management, other Lowe’s business areas, and external vendors to resolve escalated incidents.

Served as a first point of contact for customers who contact Lowe’s for assistance. Supported multiple contact types by phone, including: online assistance, complaint resolution, product information and availability, and general inquiries regarding company and store programs.

Hosts a weekly pub quiz in a fast-paced, energetic bar/restaurant setting. Engage customers in an entertaining and engaging quiz to build loyalty and trust, encouraging repeat visits on a frequent basis. Build relationship with bar/restaurant owners and staff to ensure the quiz meets their needs and solicits a consistent customer-base.