James Firenze

James Firenze has a diverse work experience spanning several industries. James currently serves as the Vice President of Customer Experience at Northland Communications Company since June 2022. Prior to this, they held the position of Vice President Operations at Optanix starting from December 2019.

In 2018, James worked at National Grid as the Manager of the Field Force Help Desk. James built an internal support help desk that served over 10,000 employees across multiple states. Additionally, they managed a team of 14 desk personnel and 17 field personnel responsible for supporting IT equipment in National Grid vehicles.

From May 2007 to January 2018, James worked as the Sr. Director of Operations at ShoreGroup. In this role, they oversaw 24/7 business operations, monitored call queues, and ensured service desk staff met customer service contract criteria. James also collaborated with the senior administrative team on company growth strategies and monitored customer satisfaction.

Prior to this, James was the Operations Manager at Patient Portal Technologies, Inc from 2001 to 2007. James managed a 120-person call center, a customer service department, a technical help desk, and an implementation/project management team. James closely monitored call center queues, aiming to improve average speed to answer customer calls.

From 2000 to 2002, James held the position of Data Center Manager at Telergy, Inc. James also worked as the Regional Operations Center Manager at IBM Global Services from 1994 to 2000.

From 1981 to 1983, James Firenze attended SUNY Canton. However, no specific degree or field of study information is available for this period.