C. Barry James

Past

• Vice President at HomeGain.com
• Vice President, Current Products & Services at Visa International
• Vice President, Operations at State Street Bank & Trust Company of Maryland

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Education

• Towson University
• Towson University

Recommended

5 people have recommended C. Barry

Connections

85 connections

Industry

Consumer Services

C. Barry James’s Experience

• Vice President

  HomeGain.com

  (Privately Held; 51-200 employees; Internet industry)

  2000 — 2008 (8 years)

  Directed customer service and training operations, email deliverability, website metrics reporting, and a variety of pricing and internet traffic delivery activities. Managed the website and office systems operations, including performance, capacity planning, vendor selection, and budget accountability.
  
  • Implemented a low-cost, Salesforce-based CRM solution for all sales, customer service, operations and accounting staff
  
  • Reduced the number of customer contact pathways by 75% by re-engineering all customer service and training processes
  
  • Reduced website support costs by 59% by migrating to in-house resources
  
  • Improved website availability from 95.0% to 99.99%
  
  • Quadrupled website capacity to accommodate 5 million monthly visitors
  
  • Oversaw the introduction of over 40 virtual servers to the office environment to optimize costs and server room capacity
  
  • Integrated a ShoreTel VoIP telephony solution into HomeGain’s CRM system
  
  • Managed a staff of 40

• Vice President, Current Products & Services

  Visa International

  (Financial Services industry)

  1997 — 1999 (2 years)

  Directed Business Planning, Visa International Operating Regulations, and Program Materials departments. Oversaw the development and implementation of Visa International’s worldwide Operating Regulations and its chargeback and arbitration functions.
  
  • Coordinated the $49M annual budget and planning processes for twenty-eight departments
  
  • Increased dispute resolutions revenues by 95% while maintaining expenses within 5% of budget
  
  • Chaired global senior management meetings focused on product development and delivery, legal and risk issues, and operational improvements
  
  • Achieved 100% of dispute resolution-related service levels during period of 95% growth while improving customer satisfaction scores by 33%
  
  • Achieved superior internal customer satisfaction scores for quality and effectiveness of marketing materials
  
  • Managed a staff of 18

• Vice President, Operations

  State Street Bank & Trust Company of Maryland

  (Consumer Services industry)

  1987 — 1997 (10 years)

  Directed the daily operations of a 24x7 multilingual customer service center for Visa International’s payment card and travelers cheques customers. Voting member of State Street Bank and Trust's Board of Directors.
  
  • Built and managed Visa's global emergency services call center which processed 500,000 monthly customer communications and realized $25M in annual revenues
  
  • Grew staff from 30 to 350 employees, including a team of 27 managers and over 150 multilingual speakers
  
  • Acquired $6M in incremental European and Asian businesses
  
  • Consolidated State Street's debit card operations to create processing and cost efficiencies and increase annual local revenue by $2M
  
  • Implemented cost savings measures that reduced annual expenses by $4M
  
  • Consistently achieved over 100 recurring cost, telephony, and employee performance service levels
  
  • Implemented extensive volume and performance tracking reports to achieve contractually-required service levels

C. Barry James’s Education

• Towson University

  Bachelor of Science , History , 1972 — 1976

• Towson University

  Master of Science , Education

C. Barry James’s Contact Settings

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