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JAMES T.

PATTERSON
10136 Highgate Circle
Knoxville, Tennessee 37931
Ph (865) 773-7253
pattersonjle@comcast.net

* Established a solid track record in document management, and customer service


/ sales management. Directed the activities of East Tennessee's leading microfi
lm service bureau.
* Offers extensive expertise in sales, customer service, production management,
technical support, human resources and management of daily operations.
* Launched a new company in 2004 by transitioning knowledge of record management
, microfilm and computer technologies and continued customer satisfaction.
* Provided a service to provide digital imaging and record management solutions
for B to B , concentrating on conversions for financial systems, governmental ag
encies and electronic medical records for hospitals and private medical practice
s.
* Insured that customer satisfaction was maintained during all phases of the sel
ling cycle. Including oversight of all orders and requests via phone fax and em
ail.
* Resolved customer issues involving quantities, pricing, quality control and bi
lling errors.
* Monitored all phases of the production process to insure delivery in a timely
manner within allocated budgets.

AREAS OF EXPERTISE
* Customer Service Management - Complaint Handling and resolution - Customer Sat
isfaction Enhancement
* Sales and Order Fulfillment - Teambuilding and Training
* Microsoft Office - Word - Excel - Powerpoint / Microsoft Windows OS
* Record Management - document conversion - electronic filing systems / Scanning
and faxing
* Workflow and paperless office solutions - via email and electronic communicati
ons
________________________________________________________________________________
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PROFESSIONAL EXPERIENCE
SOUTHEASTERN IMAGING SYSTEMS, Knoxville, Tennessee, 2004 - Present
Founded and Managed the day-to-day activities of $300,000/yr. document imaging c
ompany, assisting customers in the elimination of paper records by converting p
aper documents and microfilm to digital images. Responsible for the company's s
uccessful launch providing and sustained sales growth eventually leading to a st
aff of 16 employees including sales, office/production an warehouse personnel, o
n two shifts. Clients include Hospitals, Physician groups, Laboratories, Colle
ges and Universities, Produce suppliers, Government agencies and financial insti
tutions.
Duties include:
CUSTOMER SERVICE
Primary contact for all Customer Service to ensure customer satisfaction and bui
ld relationships by providing complete customer satisfaction
PRODUCTION
Manage production schedule to meet the customer's needs and providing job comple
tion in a timely manner on schedule and within prescribed guidelines
HUMAN RESOURCES
Responsible for hiring, training, and management of up to 16 employees working t
wo shifts including:
* Warehouse workers
* Document prepping associates
* Scanning specialists
* Sales and Marketing force
FINANCIAL MANAGEMENT
Oversee all Accounting procedures including Accounts Receivable, Accounts Payabl
e and Payroll management.
TECHNICAL SUPPORT
Supervise installation and on-going maintenance of all computers and scanning eq
uipment to insure established standards are being achieved.
* Responsible for preventive maintenance on equipment in-house
* Provide installation and support of software to clients
* Conduct training sessions to clients for use of equipment and software

KNOXVILLE PHOTOCOPY / MISTER MICROFILM, Knoxville, Tennessee, 1978 - 2004


Oversee all facets of daily operation and work one-on-one with customers to deve
lop document management systems to reduce paper storage and increase efficiency
of record access.
Contribute expertise in the following areas:
SALES / MARKETING
Increase customer base by pursuing sales leads and following up on referrals.
Establish professional rapport with new accounts, assess their needs and recomme
nd services to help them achieve their objectives.
Maintain relationships with existing accounts by addressing customer's goals and
providing top levels of consultative sales management
* Prepare quotations, site surveys and estimates to acquire new accounts and ach
ieve profit margins.
* Ensure maximum exposure to target markets through trade shows.
CUSTOMER SERVICE
Served as primary contact for all end users. Monitor all activities to ensure a
ccurate order entry, timely delivery and quality control. Oversee accounts rece
ivable and generate accurate billings.
* Provided superb levels of customer service to nurture relationships with accou
nts and generate repeat business and referrals.
TECHNICAL SUPPORT AND CONSULTING
Served customers as a resource for information, training and ongoing support.
* Trained customers on-site in hardware / software use and provide ongoing train
ing and support in person and via telephone. Ensure customers understand equipme
nt usage and capabilities.
* Establish the database requirements of micrographic computer assisted retrieva
l (CAR) systems.
* Install PC based CAR systems at customer locations.
PRODUCTION MANAGEMENT
Oversee the activities involved in the microfilm production process.
* Focus company's resources on the customer to help them achieve their document
management objectives.
EDUCATION
Attended THE UNIVERSITY OF TENNESSEE, Knoxville.