Chris Tomsa Email and Phone Number
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I’m a Certified Call Center Manager, consultant, and trainer to customer contact centers, and a former customer service executive with over 25 years’ experience developing and directing world-class customer service teams in two Fortune 500 organizations that were recognized with several prestigious awards for excellence in service. I also consult with nonprofit youth organizations to elevate organizational performance, and I am a adjudicator and music composer/arranger for competitive marching bands and drum corps.I am currently a Senior Consultant and Senior Trainer for BenchmarkPortal, the global leader in call center benchmarking, certification, training and consulting. Prior to BMP, I was an Assistant Vice President of Operations at Citibank, in charge of a team of agents handling branded credit card accounts. Prior to Citi, I was Director of Client Services for Hyatt Legal Plans, a MetLife Company, where I directed a 65 seat inbound call center operation that won 17 awards for service excellence, positioning Hyatt as a leader in customer service. In this role, I was instrumental in helping Hyatt grow from 12 customers in 1989 to over 2,000 and $240m in annual revenue.Colleagues know me as a creative thinker who can be trusted to have a global view while looking for a new approach. But I know that other’s opinions are critical to team success, so I never impose my ideas on others. Instead, I spend time listening and understanding the business and the audience before making recommendations. I can, and often do, work well alone, but I’m at my best collaborating with others in a team environment.For fun, I work with nonprofit musical youth organizations around the country teaching music students and consulting with their educational staff on teaching strategies in a team environment. I can be reached through this profile or by phone at 440-263-4784.
Benchmarkportal
View- Website:
- benchmarkportal.com
- Employees:
- 24
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Senior Consultant And TrainerBenchmarkportal Sep 2016 - PresentSanta Barbara, California AreaBenchmarkPortal is the global leader in Call Center Benchmarking, Call Center Certification, Call Center Training and Call Center Consulting. Since its beginnings in 1995 under Dr. Jon Anton and Prof. Richard Feinberg of Purdue University, BenchmarkPortal has grown with the contact center industry and now hosts the world’s largest call center metrics database. Now led by Bruce Belfiore, the BenchmarkPortal team of professionals has gained international recognition for its call center expertise and innovative approaches to best practices for the call center industry.BenchmarkPortal’s activities include The College of Call Center Excellence™, a leader in call center training, and CallTalk™, the first on-line talk show specifically focused on the call center industry. BenchmarkPortal also hosts Call Center Campus Week. This annual, unique call center industry event presents attendees the latest in practical research plus the tools and inspiration to drive their call centers’ performance to the top.Our mission is to help customer contact managers in all sectors to optimize their centers in terms of efficiency and effectiveness.
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Consultant And Music ArrangerConsultant And Music Arranger Sep 1977 - PresentBerea OhThe pageantry arts have been Chris' passion for four decades as a performer, instructor, arranger and adjudicator. Chris has instructed and arranged for many of the world's finest drum and bugle corps including the Madison Scouts, Phantom Regiment, Glassmen, Colts, Capital Regiment and 27th Lancers. In his years at Madison, Chris mentored with DCI Hall of Fame brass instructor James Elvord where they won three DCI High Brass titles together, as well as the Drum Corps International World Championships.While at Madison, Chris also had the unique opportunity to mentor with two of the activity’s legendary marching band and drum corps arrangers, Ray Baumgardt and Jim Ott. He put this experience to good use in the marching band activity over the past 30 years, having composed and arranged wind music for some of the nation's top high school and college marching bands from around the country.In addition to composing and arranging, Chris has been active as an instructional and design consultant to various drum corps and marching bands around the United States and Canada, and is a judge for marching band and indoor pageantry arts competitions. He is also a contest administrator and adjudicator for Winter Guard International (WGI Sport of the Arts), as well as President of the Mid East Judges Association.
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Brass Program DirectorMadison Scouts Sep 2017 - Sep 2018 -
Brass Caption HeadMandarins Of Sacramento Jan 2016 - Sep 2018Sacramento, California Area
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Assistant Vice President Of OperationsCiti Mar 2016 - Sep 2016Erlanger, KyResponsible for managing a team of agents in the servicing of Costco branded credit cards. -
Assistant DirectorColts Youth Organization Sep 2013 - Aug 2016Dubuque, Iowa AreaResponsible for providing administrative support and direction in a telecommuting environment for a world-class competitive musical youth organization based out of Dubuque IA. My primary role is to provide strategic thinking and planning for the Dubuque based administrative team, as well as developing and executing on project level management activities and events related to funding, business development, member recruiting, alumni development, educational programs, instructional staffing, scheduling, housing, and travel.Founded in 1963, The Colts are a drum and bugle corps that competes nationally in Drum Corps International events, placing in the Top 12 at DCI Finals eight times. The Colts are comprised of 150 members, 40+ staff, and hundreds of volunteers. Membership is comprised of youth ranging in age from 16 to 21 years old who comes from all over the world to audition and perform with the corps.
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Director Of Client ServiceHyatt Legal Plans, Inc. Nov 1989 - Jan 2016Cleveland/Akron, Ohio AreaDirector of Client Services with 18 years' experience directing and managing all aspects of an award-winning, 60 seat, world-class call center operation. Innovative, results-oriented leader with an entrepreneurial attitude, offering outstanding presentation, communication, and team building skills, and possessing a passion for delivering customer-centric, superior-quality service.- Certified Call Center Manager- High customer service standards- Strong leadership and communication skills - Public speaking and presentation experience - Training and development expertise - Small to medium call center development - ACD, CMS, WFM and phone systems expertise - Team building proficiency- Call center forecasting and scheduling - Lead design of software that provides scripting and pathways for service representatives which reduced scripting errors from 10% to nearly zero, and training time by 25% - Created a performance incentive program that improved baseline employee performance from below 55% to above 85%- Developed core training program that reduced training time by 25%, established a higher (85%) passing grade, and reduced follow-up training by nearly 30%- Developed call evaluation program that improved baseline performance from below 60% to above 85%- Consistently exceeded departmental performance standards with a Service Level Orientation of 97% within 20 seconds, Average Speed of Answer of 4 seconds, and Abandonment Rate of 0.5% - Developed a customer centricity program that played a role in improving NPS scores by 10 points after the first year of implementation- Winner of numerous awards for customer service excellence and performance incentives program- Instrumental in growing company from 12 customers in 1989 to 2,000 and $240m in revenue
Chris Tomsa Skills
Chris Tomsa Education Details
Frequently Asked Questions about Chris Tomsa
What company does Chris Tomsa work for?
Chris Tomsa works for Benchmarkportal
What is Chris Tomsa's role at the current company?
Chris Tomsa's current role is Senior Consultant and Trainer at BenchmarkPortal.
What is Chris Tomsa's email address?
Chris Tomsa's email address is ct****@****ans.com
What is Chris Tomsa's direct phone number?
Chris Tomsa's direct phone number is +121653*****
What schools did Chris Tomsa attend?
Chris Tomsa attended Case Western Reserve University, University Of Wisconsin-Madison.
What are some of Chris Tomsa's interests?
Chris Tomsa has interest in Animal Welfare, Children, Arts And Culture, Education.
What skills is Chris Tomsa known for?
Chris Tomsa has skills like Customer Service, Teaching, Leadership, Training, Public Speaking, Event Planning, Music, Social Media, Program Management, Research, Microsoft Office, Project Management.
Who are Chris Tomsa's colleagues?
Chris Tomsa's colleagues are Willie Reese-Jordan, Barbara Walker, Chris Ablan, Kelly Wemmer, Benchmarkportal Llc, Debbie Frazier, Jr Hardenburgh.
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Chris Tomsa
Berea, Oh1core.com
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