Ann Thomson Email & Phone Number

Lowell, Massachusetts, United States

Haverhill, Ma

NRT Bus, is part of the Beacon Mobility Family of Companies.I reported to our Vice President of Operations. My responsibilities were to manage the day-to-day operations of the business while leading a team of School Bus Drivers, and Transportation Coordinators. As part of the Beacon Mobility Family of Companies, NRT has served the communities of Boston and surrounding cities & towns since 1988. NRT operates vans and school buses, transporting thousands of students daily:•… Show more NRT Bus, is part of the Beacon Mobility Family of Companies.I reported to our Vice President of Operations. My responsibilities were to manage the day-to-day operations of the business while leading a team of School Bus Drivers, and Transportation Coordinators. As part of the Beacon Mobility Family of Companies, NRT has served the communities of Boston and surrounding cities & towns since 1988. NRT operates vans and school buses, transporting thousands of students daily:• Regular home-to-school bus transportation• Field-trip, athletic event transportation• Special needs service (mostly door to door)• Collaborative special needs transportation within the Northeast Network• Summer school and camp service• Charter tripsRESPONSIBILITIES• Served as the primary contact to the school districts the NRT serve, in the Beacon Mobility Family of Companies as an Operations Manager, reporting to the Vice President of Operations.• Worked in the Haverhill location and report to our Vice President, Operations. • Responsible for the day-to-day operations of the business while leading a team of Transportation Coordinators.• Interviewed, hired, and trained new transportation coordinators/supervisors.• Prepared monthly work schedules.• Focused on gaining the appropriate staffing levels of drivers and monitors.• Ensured all employees have proper certifications, training, and licensing.• Oversaw the maintenance functions in the office office to keep the school buses in a high state of readiness.• Reviewed and prepare billing each month.• Developed reporting and standard operating procedures to identify issues and celebrate accomplishments that were adopted by other areas company wide. Show less

Medford, Massachusetts, United States

Led the scheduling and dispatch department staff for Transdev’s the Ride MBTA Service Center.Ensured efficient driver, and employee schedules were efficient and executed and achieved service objectives for vendors and the MBTA /ADA regulations.Managed team to develop and dispatch scheduled transportation routes, in addition to the responses to same-day rider communications with customers and driver emergencies.Established and deployed standards for employee performance.… Show more Led the scheduling and dispatch department staff for Transdev’s the Ride MBTA Service Center.Ensured efficient driver, and employee schedules were efficient and executed and achieved service objectives for vendors and the MBTA /ADA regulations.Managed team to develop and dispatch scheduled transportation routes, in addition to the responses to same-day rider communications with customers and driver emergencies.Established and deployed standards for employee performance. (Standard Operational Procedures).Identified opportunities for improvement and worked with various parties to develop new processes to improve efficiencies and customer satisfaction.Trained, mentored, motivated and supervised staff to reach their full potential to achieve performance objectives.Resolved technical employee issues.Evaluated and implemented processes for the transition of the new Routematch software for the MBTA The Ride Program.Employee recruitment activities included conducting interviews and selecting job candidates. Show less

Woburn, Ma

Managed and directed the day to day operations of the customer experience center and participated in service request as needed to meet goals.Assisted the Vice President of Field Services in identifying gaps in customer service and recommend improvements through the preparation and interpretation of business analytics across the organization.Developed and implemented ongoing quality and process improvement and set schedule for extended hours coverage.Ensured corresponding… Show more Managed and directed the day to day operations of the customer experience center and participated in service request as needed to meet goals.Assisted the Vice President of Field Services in identifying gaps in customer service and recommend improvements through the preparation and interpretation of business analytics across the organization.Developed and implemented ongoing quality and process improvement and set schedule for extended hours coverage.Ensured corresponding policies/ procedures were composed, communicated, and adhered to with team and other departments. Liaison with other executives in field service, finance, technology, sales to advocate for customer experience improvements, decreasing wait time by 25%.Selected, developed, motivated, and lead staff for optimal customer experience.Ensured associates had appropriate training to meet customer satisfaction with all methods of communication (email, chats, phone, text message).• Provided ongoing feedback,with coaching sessions, team meetings, spot checks, call monitoring, and adherence to performance management processes, and monitored key performance metrics and provided associates with individual and team results (including; calls per hour, chats, emails, abandon rates, not ready times and team member interaction). Show less

Boston Ma

Supervised a staff of 32 Verizon union employees in a center responsible for dispatching installation and repair technicians for residential and small business customers.Awarded 2016 Customer Service Award presented by Bob Mudge for decreasing the repair interval for Verizon Business Customers by 50%.Produced the best quality Business repair results for NE Region in 2012, 2014, 2015, and 2016.Utilized creative and resourceful means to solve complex customer… Show more Supervised a staff of 32 Verizon union employees in a center responsible for dispatching installation and repair technicians for residential and small business customers.Awarded 2016 Customer Service Award presented by Bob Mudge for decreasing the repair interval for Verizon Business Customers by 50%.Produced the best quality Business repair results for NE Region in 2012, 2014, 2015, and 2016.Utilized creative and resourceful means to solve complex customer issues.Administered absence control plan, scheduling, overtime, and managed labor issues in a union environment.Coordinated interdepartmental escalations to all levels of management and departments to drive a positive customer experience.Partnered with Field work groups to meet customer commitments and Operations Metrics.Provided developmental training, conducted observations to ensure adherence to processes and customer satisfaction is achieved.Developed databases to improve tracking of employee and customer service issues.Frequently appointed to handle the duties of my superior.Worked with ROS (Regional Operations Support) and Staff support with system testing, implementations, and processes.Applied knowledge and understanding from prior positions to improve job efficiency.Developed training material for employees and improve customer satisfaction.Assisted with software testing, training, and implementation to successfully transition from legacy software. Show less

Andover, Ma

Provided staff support and analysis for multiple centers responsible with the installation and repair for residential and small business voice and data lines.Project managed the development for new call centers in preparation for the sale of Northern States to Fair point communications.Additional duties incorporated organizing meetings, composing, and distributing meeting minutes that outlined every team member's tasks, timeframe and progress.Assisted each affiliated… Show more Provided staff support and analysis for multiple centers responsible with the installation and repair for residential and small business voice and data lines.Project managed the development for new call centers in preparation for the sale of Northern States to Fair point communications.Additional duties incorporated organizing meetings, composing, and distributing meeting minutes that outlined every team member's tasks, timeframe and progress.Assisted each affiliated organization tackle roadblocks and meet deadlines in order to exceed regulatory metrics, and customer satisfaction standards.Audited and creatively enforced compliance of the Verizon absence control plan for multiple centers that improved employee attendance by 15%.Prepared PowerPoint Presentations and Business documentation for Frontline Employees, Management and Executives.Trained New England Dispatch Centers utilize tools (reports and observations) in the Avaya ACD to enhance efficiencies and identify low performers. Show less

Andover, Ma

Managed up to 100 employees and have had up to 32 direct reports (Customer Service Assistants) handling customer repair calls.Coordinated emergency plans during service outages, and employee training and development.Monitored adherence to schedule, service levels, and other duties involved with a call center environment.Analyzed and documented processes; assisted with methods and procedures.Chaired weekly performance observation sessions with the EVRC management… Show more Managed up to 100 employees and have had up to 32 direct reports (Customer Service Assistants) handling customer repair calls.Coordinated emergency plans during service outages, and employee training and development.Monitored adherence to schedule, service levels, and other duties involved with a call center environment.Analyzed and documented processes; assisted with methods and procedures.Chaired weekly performance observation sessions with the EVRC management team.Conducted weekly meetings with team to relay results and focus on objectives.Member of Cross Functional team arbitrating with Union Stewarts and employees.Coordinated with other departments to analyze and evaluate customer satisfaction.Delivered and developed training programs with VRRC and New England.Composed presentations for top level executives in my organization.Delivered the highest Productive Dispatch Out results in the Northeast.Exceeded expectations on a regular basis, nominated for a Verizon Excellent Award.Developed innovative methods to communicate Verizon's targets and objectives within the Verizon Resolution and Repair Center, fostering employee ownership, accountability and teamwork.Demonstrated excellent people skills in both client and employee relationships. Customer Service Assistant from September 1998- January 1999 Show less

Andover, Ma

Customer Service Assistant • Answered customer calls that had repair requests and utilized Mechanized Loop Test (MLT) and various other mechanized systems to screen, test, and route these troubles to the appropriate fixer organization• Delivered outstanding customer service.• Properly questioned caller to secure all necessary information pertaining to the service problem. • Provided status updates, renegotiated access and/or appointments, gathered additional information, and… Show more Customer Service Assistant • Answered customer calls that had repair requests and utilized Mechanized Loop Test (MLT) and various other mechanized systems to screen, test, and route these troubles to the appropriate fixer organization• Delivered outstanding customer service.• Properly questioned caller to secure all necessary information pertaining to the service problem. • Provided status updates, renegotiated access and/or appointments, gathered additional information, and resolved customer service issues.• Identified medical emergencies, irate customers, etc., and routed the trouble report to the appropriate work group for resolution.• Worked interactively with other departments to isolate and resolve customer service interruptions.• Monitored status to ensure prompt resolution of customer trouble reports. Show less

Bachelor'S Degree, Organizational Leadership, 3.75

Associate'S Degree, General Studies

Bachelor'S Degree, Business Leadership

Bachelor'S Degree, Business And Leadership