Jim Lord Born in Springfield, Massachusetts, and growing up in a lower-middle-class family, Jim learned very early on the value of hard work and what a strong work-ethic would mean for him and his family. As the oldest brother of three children, Jim worked hard in his teenage years to help his mother keep a warm home with food on the table. Quitting high school early in his junior year to help his mom pay the bills, Jim knew he wanted something better for himself and his family. Keeping a promise that he made to his guidance counselor, Jim returned to school the following year and graduated as an honor student. Against the odds, he broke the mold, moving from blue-collar to white-collar almost overnight, and created a career in business leadership.

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​Jim has more than thirty years of experience as a business leader, encompassing a wide variety of management and executive leadership responsibilities.  Jim eventually earned his degree from Providence College, graduating Magna Cum Laude.  His business experience spans driving positive outcomes related to Client Experience, Associate Experience, Sales Growth, Revenue Growth, Client Retention, and overall P&L accountability.  The views in this book are my own and not necessarily the views of my employer.

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Jim has a very authentic approach to leadership.  His unique, down-to-earth approach enables him to foster valuable relationships, leading to positive results in relationship building, CX, UX, client retention, leadership & talent development, quality, service innovation, change management, automation, and success turning around underperforming teams.

Jim is blessed to be a big brother (the eldest of three), a son, a husband to an amazing wife, a friend and mentor, and a father of two beautiful teenage children and two crazy, little dogs.  Jim enjoys work, leadership, investing, fixing what’s broken, music, traveling with his family, and some alone time at the local shooting range in his spare time.