Thomas E. Barnes Ii Email & Phone Number

Boise, Id, Us

Boise, Idaho, United States

Boise, Idaho, United States

Autodialer outreach to field questions and schedule appointments for customer inquiries.

Outdoor Educator teaching English, Storytelling, Composition, and Survival skills to k-12 students. As an outdoor academy, manual labor and work were daily requirements.

Boise, Idaho Area

Field inbound calls, Assign proper services to meet customer's needs, consistently report to work at assigned times, serve as Subject Matter Expert for training for training classes, additional duties as assigned.

Bellevue, Washington

Supervises agents to verify and assure proper transportation scheduling for Medicaid insured clients in need of safe, reliable transportation to and from medical appointments, interview, hire, coach, review, and release call center agents as necessary, I have championed and created the following in my short tenure: Adjustments to the hiring and training process, including graduation lunch, attrition tracking, and the inclusion of Malcolm Knowles Adult Learning techniques, cultural changes to… Show more Supervises agents to verify and assure proper transportation scheduling for Medicaid insured clients in need of safe, reliable transportation to and from medical appointments, interview, hire, coach, review, and release call center agents as necessary, I have championed and created the following in my short tenure: Adjustments to the hiring and training process, including graduation lunch, attrition tracking, and the inclusion of Malcolm Knowles Adult Learning techniques, cultural changes to increase agent happiness and retention including but not limited to: Magic Mondays raffles, a center wide Worklife Survey, agent ranking system, coaching improvements. Currently spearheading retention efforts and re-training for existing long-term agents. A marked increase in overall call center satisfaction and productivity in the form of a minimum average 30% service level increase has been enjoyed during my tenure. Adapt and adjust agent schedules as necessary to fill service level needs. Show less

Kent, Washington

Hired specifically as a training manager to hire, train, and coach new agents. Assimilated to the existing culture. New agents had a high expectation and were required to follow a script until they were comfortable making it their own and interacting with customers on a human level. Screened agents specifically for this purpose during the hiring process. Trained agents on the use of auto dialer, time card, and internet computer systems vital for their success. Coached to utilize script and play… Show more Hired specifically as a training manager to hire, train, and coach new agents. Assimilated to the existing culture. New agents had a high expectation and were required to follow a script until they were comfortable making it their own and interacting with customers on a human level. Screened agents specifically for this purpose during the hiring process. Trained agents on the use of auto dialer, time card, and internet computer systems vital for their success. Coached to utilize script and play to individual agent strengths. Took over calls to close the sale as necessary. Show less

Bellevue, Washington

Launched Insights Program to improve overall customer experience for major global tech company. Mastered internal speech analytics system. Mastered internal chat analytics system. Reviewed sales calls and chat transcripts to identify customer concerns. Compiled reports from both systems and shared to global teams weekly or as needed. Listened to live chats over the 2016 Holiday season to identify customer concerns real time and reported immediately to assist. Compiled End of Day report to share… Show more Launched Insights Program to improve overall customer experience for major global tech company. Mastered internal speech analytics system. Mastered internal chat analytics system. Reviewed sales calls and chat transcripts to identify customer concerns. Compiled reports from both systems and shared to global teams weekly or as needed. Listened to live chats over the 2016 Holiday season to identify customer concerns real time and reported immediately to assist. Compiled End of Day report to share with the team over Holiday. Created and distributed global weekly newsletter to global sales team. Led weekly call listening and chat transcript review sessions across multiple channels to review calls and identify action items to improve the overall customer experience. Tracked Action Items from listening sessions and held responsible parties accountable for completion. Attended meetings with internal and external global partners to align goals and champion results. Championed changes to enhance the overall customer experience. Show less

Redmond, Washington

Managed over 300 employees/Supervised team of 12-20 direct report supervisors. Achieved revenues of over 2 million dollars fiscal in 2015. Assisted in the creation and presentation of Daily, Weekly, Monthly, Quarterly, and Annual Reviews to client. Strong client relations skills. Made crucial decisions for the overall success of the contract including but not limited to: Recruiting Interviewing Coaching Agent/Supervisor Reviews- Daily, Weekly, Monthly… Show more Managed over 300 employees/Supervised team of 12-20 direct report supervisors. Achieved revenues of over 2 million dollars fiscal in 2015. Assisted in the creation and presentation of Daily, Weekly, Monthly, Quarterly, and Annual Reviews to client. Strong client relations skills. Made crucial decisions for the overall success of the contract including but not limited to: Recruiting Interviewing Coaching Agent/Supervisor Reviews- Daily, Weekly, Monthly, Annually Terminations/RIFs for agents and supervisors Property Management Vending Revenues Legal Human Resources Payroll Show less

Redmond, Washington

Managed team of 8-10 Quality Control Agents and 3 trainers. Interviewed candidates. Hired candidates. Released under-performing agents. Reviewed process for call control with client. Coached to new procedures. Calibrated both with client and externally to ensure processes were properly aligned. Created reports based on available data to update client daily, weekly, and monthly. Scheduled training for supervisors and agents. Aligned staffing to allow time for training.

Redmond, Washington

Supervised a team of 10-15 agents. Launched new call center as supervisor- Fastest call center launch in client history. Learned brand new processes for both client and Xerox within one month’s time to support agents. Fielded escalation calls. Built internal reports to track and monitor success of direct reports.

Burien, Wa

I worked with the Art Department to generate Speculative Advertisements for presentation to local businesses to advertise in the West Seattle Herald. I walk with the business from the beginning to the end of this process to protect their interests and aid them in generating the advertisement that will best suit their business needs.

Greater Seattle Area

Voice-Actor and Commercial Actor for various roles. I did the out for a Ripple Glass commercial and have acted as an extra for a variety of commercial interests, i.e...banks, Wal-Mart, etc...Below is an example of a Voice Over for a Midwest company that delivers delicious fast subs.

Lenexa, Kansas

 Supervised a team of 10-15 agents. Fielded escalation calls. Built internal reports to track and monitor success of direct reports. Collected when necessary. Led site-wide Associate Engagement Team. Global Quality Assurance specialist working with on and off-site peers to adjust and improve overall processes. Created various entertainment venues through collaboration with leadership and direct reports to present to Executive visitors with rousing… Show more  Supervised a team of 10-15 agents. Fielded escalation calls. Built internal reports to track and monitor success of direct reports. Collected when necessary. Led site-wide Associate Engagement Team. Global Quality Assurance specialist working with on and off-site peers to adjust and improve overall processes. Created various entertainment venues through collaboration with leadership and direct reports to present to Executive visitors with rousing success. Extensive knowledge of credit/collections practices and laws Show less

Lenexa, Ks

 Trained New Hires and existing agents on all processes including Sales and Service, New Accounts, Collections, and Store Services. Led site-wide Associate Engagement team. Trained agents with no formal training as time did not permit. Agents trained by me achieved an overall success rate of 85%. Global review of training processes to change the way the business trained agents.

Lenexa, Ks.

 Fielded inbound calls Adapted to customer concerns in five completely different departments Extensive knowledge of credit processes and laws