Jamie Lambert
Skill Score
Rookie (2/6)
High Tech - Hardware Information Technology Telecommunications
|Lean6SigmaGB|Project Management|Process Improvement|Vet|DEIB|Life Learner|

I’m a Strategist & leader who envisions endless possibilities for success. Experienced in various elements across the customer experience spectrum: training, tech support, program development, quality assurance, and implementation.

I’ve helped improve processes with millions in cost savings, scoping new team creation from ideas to implementation, process creation and knowledge management for hundreds of agents, and bringing in new industry-leading products and services to new markets affecting millions of customers.

– People Champion and facilitator who is passionate about diversity, equity, inclusion, belonging to transform the customer experience.
– Successful track record in coordinating projects and initiatives of internal and external customers to develop and improve processes and products

Evaluated for Product Manager and Growth PM role archetype
Performance by Category
Top Skills
Market positioning Agile methodologies Data retrieval Growth experiments Performance tracking Stakeholder alignment Distribution planning API integration Feature prioritization Sales training and support Build vs buy vs partner Marketing collateral Pricing strategy Market analysis Product requirements Product vision User journey and personas User research Listening Negotiation User feedback review Writing and presentation Metrics definition Product roadmap Relationship building Business model design Digital marketing
Skill Progression


Hue is a platform built to advocate change, by amplifying voices of color working in marketing, increasing our visibility, and paving a path for us all to rise

Senior Process Analyst

– Design, implement, & analyze data-driven information, business processes, communications, operational goals into digestible processes for hundreds of call center agents optimizing call times by 5% annually.
– Develop data-driven reporting analysis for process & product design into actionable insights & recommend strategic initiatives based on research, requirements, & metrics
– Collaborate with diverse cross-functional teams & manage relationships with stakeholders including Marketing, Engineering, PMO, Product, Care & Training on initiatives involving the customer journey, roadmap, development, release management, UX/UI , & operational goals
– Serve as a functional leader, Product Owner, SME for Ops, PMO, Engineering on UAT testing for product launches, automation, pricing updates, & software development .
– Lead teams, gathered requirements, organized meetings, communicated next steps, conducted project planning as a project manager for internal projects

Lead Call Ahead Technical Support Specialist

– Provide outbound troubleshooting as a technical specialist to cancel service calls & resolve issues.
– Improving customer success through specialized training and tool access to provide a better customer experience
– QA feedback to agents, and management to educate agents, track trends, & improve performance.
– Coach agents side by side to improve their troubleshooting & service skills
-Collaborate with teams such as Sales, Care, Process, Engineering, and Field Operations on issues and truck roll reduction
– Saved over 1 million dollars per year as part of a team for revenue increase and churn reduction while resolving customer issues effectively & efficiently while saving over 50% of all calls.
– Operate as a QA tester for Software & Engineering user products

Lead Technical Support Representative Tier I Tier II

– Provide inbound technical, customer care & billing support for all cable, phone, and internet issues.
– Provide backup sales, upgrades, downgrades, and general inquiries for new customers, along with scheduling and dispatching service and installation appointments for end users.

Customer Engagement Specialist

(Temp job)
– Address customer service issues and performed troubleshooting in an efficient manner
– Build customer loyalty by providing follow-ups for customers who reported product errors
– Dispatch service calls and process claims, along with providing sales of essential agreements and accessories

Consumer Service Representative

(laid off)
– Assist customers as the first-line contact with activation, transactions, service, sales, and general inquiries in a timely and efficient manner
– Perform tier 1 troubleshooting on various telecommunications devices on issues pertaining to networking, connectivity, service, and user errors
– Educate customers on various plans, cell phones, and accessories, along with processing and claims and credit processing

I.T. & Signal Systems Support Specialist

– Conduct operator training to personnel at a military intelligence headquarters unit on networking, communication, and technological devices and systems
-Operate as the unit’s security and tactical communications systems expert by training and assisting administration with the implementation of technical, operational, and educational functions and soldier tasks
– Maintain, troubleshoot, install, and operate various radio, computing, satellite, networking, electrical, transmitting, and global positioning systems

Degree Programs

Bachelor of Science – BS, Business Administration and Management, General

Certified Professional in Business Process Management, Business Administration, Management and Operations

Holocaust and Human Rights Summer Program, Holocaust and Human Rights

Licenses and Certifications

Jira Fundamentals Badge

Time Management Fundamentals

Writing a Marketing Plan (2015)

Accounting Foundations

Six Sigma Green Belt Certified (SSGBC)

Becoming a Six Sigma Green Belt

Process Improvement Foundations

Project Management- Lean Process Certified (PM-LPC)

Executive Management Certified (EMC)