Randy Tharp Email & Phone Number

St. Augustine, FL, US

Jacksonville, Florida, United States

Jacksonville, Florida Area

This position manages two primary functions. The first is a team of Business Analyst supporting TIAA Bank's banking operations. The Business Analyst recommend operational improvement solutions to the business by understanding the structure, policies and operations of banking operations, contact centers and financial centers. Secondly, they are the liaison.

Jacksonville, Florida Area

As the Director of Client Services Operational Effectiveness this position directs Workforce Management, Quality Control, and MIS for several contact centers in the EverBank business. This position indirectly supports other contact centers across the company to ensure a consistent client experience and consistent and accurate call center data reporting..

Jacksonville, Florida Area

The role focuses on designing what the future workforce will look like in support of a new call center model. The main responsibilities are identifying what skills are needed for the workforce and optimal locations for a Customer Care and Service staff to support a new call center model. To also identify/design agent groups that will be necessary or should.

Project manager for the implementation of a call recording solution for a major U.S. bank. Responsible for the technology installation of the product based on business requirements. Also responsible for financial accountability of the project by keeping it within its defined budget.

Develop software solutions to automate organizational reporting. Targeted to contact center operations for the purpose of automating the collection and display of contact center metrics through a web based solution. Integrate any data source and have your reports at your finger tips with just the click of a mouse. Easy to use and all automated.

Credit Card company targeted to the near-prime market. Metris companies was aquired by HSBC in 2005. Redesigned the organizational structure of the Workforce Management department between multiple call centers to eliminate duplication of processes. The new structure improved process efficiency and employee development in each of the functions of Workforce.

Sr. manager over the workforce Management function supporting five call centers with approximately 4000 seats. The centers used virtual call routing technology. Nextel outsources it's entire customer service operation on Feb 1, 2002.

Sr Manager supporting 7 call centers with approximately 2000 seats in the U.S. The call centers used virtual call routing technology. Developed the Workforce Management organization supporting a virtually routed contact center structure.

Jacksonville, Florida Area

One of 4 Telecommunication Analyst supporting Florida. Was responsible for the southern region of Florida.

Team leader for the customer service workforce management intra-day team. While at Universal Card Service also held positions in WFM for collections, credit and fraud. Held position as a telecommunications analyst in telecom for 2 years.