Thomas Hewitt Email & Phone Number

Odessa, Tx

• Collaborate with management to identify training opportunities.• Design and develop training materials tailored to the specific requirements of the contact center.• Create engaging and interactive training activities, exercises, and simulations to enhance learning outcomes.• Incorporate best practices, industry standards, and company policies into training content.• Conduct training sessions for new hires, covering topics such as program knowledge, customer service techniques, and communication skills.• Facilitate ongoing training sessions for existing staff to reinforce learning, address skill gaps, and introduce new processes.• Utilize a variety of training methods, including classroom instruction in a virtual environment, role-playing, and on-the-job coaching.• Adapt training delivery methods to accommodate diverse learning styles and preferences.• Collaborate with quality and operations teams to maximize agent performance across the call center.• Monitor trainees' progress and performance metrics post-training, to identify areas of opportunity.

• Develop online software tools for Texas public school districts for tracking state assessment and bilingual program performance • Lead sales and training presentations with district personnel • Custom client integration and reporting development • Marketing and business management strategies • Code and script development in HTML, PHP, SQL, Python • Research, design and manufacturing of new survey equipment for geophysical corporation • Create websites for two commercial clients for improved customer visibility

San Antonio, Texas, United States

• Manage a team of 16 Support Specialists for a federal client supporting Coronavirus relief efforts• Coach team members to superior performance• Achieved Top Team for Quality within 4 months of leading team• Advanced from team manager to training team• Design and conduct training sessions for incoming new agents and training for existing agents• Create tools to improve flow of reporting technical issues to the appropriate team for tracking• Design and implement tool to aide in improved identity verification during calls• Produce team and agent scorecard reports for communicating productivity metrics• Design and implement training assistance tool to mimic live servicing platform

San Antonio, Texas Area

• Manage support renewal contract pipeline of 6 million dollars in revenue• Maintain customer-focused approach to contract renewals• Prepare and deliver support notices including annual cost adjustments• Responsible for 10+ corporate customers across the Caribbean and Latin America• Receive purchase orders and manage annual, quarterly, or monthly billing initiatives• Collections on past due invoices not meeting contractual obligations• Make recommendations regarding business management in underperforming regions• Implement customer process tracking initiative to manage customer support contract processes• Collaborate closely with Sales, Finance, and Legal teams to maintain open communication of ongoing renewal contract negotiations• Bilingual (English/Spanish) support to clients across the Caribbean and Latin America region• Translation of complex contract agreements to improve communication between departments

San Antonio, Texas

• Provide oversight to a team of three supervisors and 15 document auditors• Review mortgage loan documents to mitigate risk to the association• Manage staffing to ensure department goals in production, quality, and service are met• Interview and hire candidates for exempt and non-exempt positions• Make recommendations to enhance department performance• Exceed department production and quality goals• Draft and administer employee salary reviews and corrective action plans• Coach team members to improve performance• Oversee major department initiatives to meet business objectives• Communicate with customers on a regular basis to resolve issues• Propose solutions to challenges to all levels of management• Create technology solutions to improve oversight and interdepartmental performance tracking• Developed solution to track and report high priority loan issues within the department• Designed and implemented two databases for up to 50 users for high priority audit processes

• Oversee a team of up to six supervisors and 100+ customer service representatives• Provide quality assurance through regular monitoring and coaching• Manage workforce resources in a high volume inbound customer service call center• Create and implement innovative applications to improve workflow efficiency• Administer employee performance reviews and disciplinary action• Interview and hire new call center staff• Propose and implement solutions to opportunities to enhance call center performance• Assist customer service representatives in resolving customer complaints

• Assist in prescreening and interviewing potential employees• Employee performance evaluation• Agent coaching including identifying areas of opportunity• Customer problem resolution and investigation• Bilingual (English/Spanish) customer service• Analytical management reporting

Education record

Chemistry