“A problem is a chance for you to do your best” – Duke Ellington, American pianist, jazz composer, and bandleader.
Pace Systems Analysis Manager James Mitchell does not shy away from problems. To the contrary, he thrives on rising to the occasion working to find solutions that help his Pace team members and Pace customers. “I like being able to solve problems that are complex, and especially when solving them impacts people in a positive way, “James said. At the end the day, nothing re-charges James as much as knowing that a problem he helped solve is improving someone’s life. “It helps make my days at work worth it,” he said. For him, Pace’s Core Target and Mission – “Serving and Improving Lives Through Logistics”- has true meaning.
Busy helping customers and team members for over 5 years, James began his Pace career sorting boxes at Pace’s Atlanta warehouse. In his current role James builds and maintains systems specific to supporting Pace business and customer needs. Solving logistics together, whether with Pace teammates, or jointly with Pace customers, comes naturally to James. “The team we have here at Pace can move mountains,” said James. “I have seen us do the ‘impossible’ on multiple occasions and that is only possible because of teamwork. Teamwork makes the dream work, as they say.”
James’ approach to serving through rigorous problem solving comes through understanding the individually unique and different needs that each Pace customer has. Each unique problem needing a solution should be addressed as such – unique and potentially different from another customer’s problem. Therefore, his solutions cannot be the same across the board. “This means I get to come up with solutions to new problems every day and not do the same thing over and over,” he exclaimed. James listed his “secret sauce” for solving Pace customer problems.
- Write a list of all the needs/problems to solve as simply as you can.
- Take inventory of the resources we have available.
- Find the path of least resistance that meets the customer’s needs/problem.
“Having the advantage of knowing our operations from the operator’s perspective and our tech from top to bottom frequently allows me and the team to see paths that others cannot see, and points toward the solution,” said James.
When asked what it is about being of service to others that he feels strongly about, James doesn’t hesitate. “Serving others is a powerful way to improve the world,” he answered. “Every kind act- whether it’s helping someone in need or simply making their day brighter- creates an exponential ripple of kindness. Each gesture inspires others to spread the positivity, building a chain of goodwill.”
A practical example is currently underway at Pace. “Our team is currently knee-deep in an intricately technical project, and we’re going all out to make it happen for the customer, “James reported. “We’re building an interconnected system with a lot of pieces, each one customized to fit unique needs. It’s a big challenge, but the entire team is coming together, tackling each hurdle with creativity and making sure everything is on point. Everyone is working hard to contribute their piece of the puzzle, solving each problem along the way, and staying focused on delivering a great solution for the customer. It’s a real team effort, and we’re confident that the solution will be a win for the customer, building trust and a stronger connection.”
Being a problem solver involves – as Duke Ellington said – a chance to do your best. Fortunately for Pace and our customers, James’ computer engineering degree from Southern Polytechnic Institute and work he did as a dispatcher was recognized as talent that could be deployed in the systems arena. Perhaps more fortunate is the fact that meeting Pace’s core value to always improve is part of doing one’s best and is a forte for James. “I do my best to make sure the man I see in the mirror today is better in some way to the man I saw yesterday,” he said. “I try to read constantly, whether for fun or for self-improvement. There are tons of videos available to help us think in different ways about improving ourselves. The people around me, here at Pace and friends and family are a resource. I learn a lot from them – things about the world, or skills I can add or improve on, different ways of thinking about things, and things about myself.”
