Jim Russell

• Led the full-scale restructuring of the support team (30 agents) with complete strategic and operational autonomy in the absence of a CCO, as part of a CEO-sponsored cost-reduction initiative. Outcome: +40% increase in tickets resolved with 25% fewer agents, while maintaining a 90% CSAT

◦ Deflect: Rolled out self-serve flows, enriched knowledge base, and built an agent to auto generate FAQ entries recurring issues, escalate priorities to Tech and knowledge team

◦ Automate: Implemented AI chatbots, automated resolution workflows, and proactive support triggers to streamline responses and enhance efficiency

◦ Optimize Human Support: Enhanced human support with AI copilots and advanced internal tools. Revamped both macro and micro processes, redesigned compensation plans, and revamped real-time performance dashboards and management routines

• Led the transition of a 20-person onboarding team to Salesforce, designing a streamlined interface, automating key processes, integrating reporting tools, and optimizing workflows. Result: 30% reduction in onboarding time

I conducted a comprehensive feasibility study evaluating the technical and economic viability of large-scale solar panel recycling: process analysis, cost modeling, regulatory framework, and market potential. Delivered clear go/no-go recommendations to management.

Co-authored a strategic analysis on the future of nuclear power in key global markets, integrating geopolitical trends, investment dynamics, regulatory changes, and technological innovations. The conclusions were presented to the management committee to guide long-term strategy.

I drafted monthly performance reports for the group and its subsidiaries (e.g., Paradis Latin, Noerden…), including financial analyses, key indicators, and recommendations to support strategic decision-making.

Conducted market studies to evaluate M&A opportunities in various sectors such as leasing and connected health, integrating competitive analyses, market trends, and financial projections.