JAMES M.

BURTON
2357 Lone Oak Lane Q Vista, CA 92084 Q (c) 619-318-1122 (h) 760-598-5220 Q jburt
on@hughes.net

OPERATIONS MANAGER
Dynamic and versatile Operations Manager with vast experience in call center, fi
nancial, and real estate environments. Results-driven with solid capability to
deliver effective solutions in high-pressure, deadline driven and complex situat
ions. Team-leader who promotes accountability, productivity, efficiency, and qu
ality. Entrepreneurial with proven project management and organizational skills
in turnaround and mature enterprises. Articulate communicator who consistently
exceeds expectations while interacting positively with diverse teams of staff,
management and external customers. Sincere enthusiasm for organizational develo
pment, workflow improvement, and business development.
AREAS OF EXPERTISE
Entrepreneur Q Client Relations Q IPOs Q Negotiations Q Post-Sale Support
Help Desk Q Process Improvement Q Customer Service Q Procedure Development Q QA
Project Management Q Team Leadership Q Technical Support Q Employee Relations Q
Call Centers

PROFESSIONAL EXPERIENCE
ANACOMP, INC., San Diego, CA Q 1996-2010
Call Center Manager, 2004-2010
Recruited to assume leadership and support for the largest project in company hi
story, supporting a staff of 500+ with revenues over $200M. Led cross-functiona
l teams of 25 staff accountable for promoting IS solutions, outsourcing services
, MVS, and imaging/printing solutions. Coordinated and maintained communication
s with all internal departments including executive leadership and OEM partners.

Q Maximized efficiency 25% and generated $250K cost savings with fewer employees
by improving hardware configurations and call handling processes to allow peak
efficiencies and productivity could be achieved and maintained.
Q Secured $150K additional annual revenue by collaboratively growing RMA functio
ns from OEM partners.
Q Consistently enhanced performance measures and increased customer satisfaction
by introducing workflow procedures and hardware updates to eliminate bottleneck
s.

National Programming Specialist, 1996-2005

Promoted to deliver software support and provided expertise in programming for b
oth Com and digital products. Worked with customers to formulate solutions that
met software demands.
JAMES M. BURTON Q PAGE 2
Anacomp continuedK
Q Captured $150K annual cost savings by introducing innovative and efficiency ca
ll handling techniques.
Q Enhanced efficiency and productivity through adaptability of programming stand
ards.
Q Presented with productivity awards for exemplary project leadership, customer
satisfaction and performance.

HOMELIFE TRI-CITY REALTY and C-21 MISSION, Oceanside, CA Q 1992-2006

Property Manager/Realtor
Managed 40+ properties accountable for maintaining leasing and maintenance logis
tics.
Q Generated cost savings and increased customer satisfaction by improving effici
ency of accounting, maintenance, and billing departments.
Q Acknowledged for securing the single largest sale in C-21 history in 1999, thu
s establishing company goals for fellow Agents.
ADDITIONAL EXPERIENCE
ERA ABOARD REALTY, San Diego, CA
President/General Contractor
TARIUM, INC, San Diego, CA
Director of Property Management
RAF FINANCIAL, San Diego, CA
Financial Investment Broker
CONTINENTAL AIRLINES, Denver, CO
Passenger Services Manager

EDUCATION
Bachelor of Sciences/Computer Information Sciences, Coleman College, La Mesa, CA
Associates of Sciences/Computer Information Sciences, Coleman College, La Mesa,
CA

CAREER DEVELOPMENT
A+ Certified
Licensed B-General Building Contractor, California
Licensed Real Estate Sales Agent, California
Multiple certified technical classes