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.
• … 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.
• 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

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.

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.
• 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.

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.

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.

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.

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
• Provided status updates, renegotiated access and/or appointments, gathered additional information, and resolved customer service issues.

Bachelor'S Degree, Organizational Leadership, 3.75

Associate'S Degree, General Studies

Bachelor'S Degree, Business Leadership

Bachelor'S Degree, Business And Leadership