Thomas Harden Email and Phone Number
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Thomas Harden is a visionary and accomplished Contact / Call Center & Field Operations executive recognized as a people manager skilled in successfully guiding diverse, cross-functional teams in multi-site environments. Thomas gets things done through his outstanding leadership skills with an eye on the organizational bottom line. ✔ Multisite Management of 3 Contact Center / Call Center Locations in 2 Countries ✔ Global Vendor Management over 15 product lines ✔ 5 years of Project Management/BPI experience ✔ Program Implementation of 11 start up regions ✔ Managed staff of 600+Thomas Harden has held leadership roles with the category champions of Nielsen Media, Sears Holdings Corporation and ALLTEL Communications which was acquired by Verizon Wireless and AT&T. As mentor manager, he empowers others, identifies innovative solutions and consistently exceeds operational objectives through the alignment and development of synergistic, customer-centric teams. MBA Business Baylor University Waco, TXBA Political Science: Public Administration North Carolina Central University Durham, NC If you are open to sharing best practices or brainstorming on: ✔ Source diverse, talented and competitive individuals and unite them into a team ✔ Taking disruptive vision through buy-in, planning and then implementation ✔ Strategically building and aligning cultures for success and innovation ✔ Coaching, mentoring and leadership development tacticsPlease contact Thomas Harden directly:✉ THarde1@Me . com Skilled in Strategic Management & Planning, Sales Forecasting & Analytics, Call Center, Outsourcing, Media, CRM, Relationships, Ideation, Mentor, Team Building, Customer Service, Facilitator, Persuasive Communications, Category Insights & Goal Oriented
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Sr. Director Of Customer CareThe Black Tux Aug 2022 - PresentLos Angeles, Ca, Us● Develop and collaborate with leadership on strategic and operational goals ● Ultimate leadership of operations, training, and quality teams● Responsible for BPO Vendor Management ● Lead VOC (Voice of the Customer) and satisfaction programs
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Sr. Director Of Customer CareMarke Sep 2022 - PresentNew York, Ny, Us -
FounderBebettermen Feb 2021 - Present
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Director Of Delivery Operations (Customer Support)Whoop Jun 2021 - Jul 2022Boston, Ma, Us● Develop and collaborate with leadership on strategic and operational goals ● Austin based community and leading WFH (Work from Home) production across the US ● Responsible for BPO Vendor Management ● Led VOC (Voice of the Customer) and satisfaction programs ● Mentor, train and empower employees to deliver the best customer experience -
Director, Contact CenterBooking.Com Dec 2017 - Dec 2020Amsterdam, Netherlands, NlProvided strategic direction and operational leadership for 20 managers and over 350 non-exempt customer care employees supporting phone, email, chat and social media channels. Led remote workforce due to COVID. ● C-suite and P&L experience while overseeing comprehensive, end to end Customer Success programs ● Build strong operations and responsible for measuring, challenging and achieving goals and objectives focusing on root cause analysis and process improvements to drive first contact resolution and increasing CSAT scores ● Led Customer Service teams to promote and increase customer enablement, customer satisfaction and net retention ● Champion and drive Booking.com values leadership and culture ● Collaborate with multiple stakeholders such as HR, Workforce, Quality, Learning and Development to ensure strategic vision is implemented and executed ● Coach and develop leadership team and serve as a mentor globally for Booking employees ● Responsible for implementing rewards and recognition, training and leadership development programs -
Director Of Field Operations (Contact Center / Call Center)Nielsen Apr 2015 - Dec 2016New York, Ny, UsNielsen N.V. (NYSE: NLSN) is a global performance management company that provides a comprehensive understanding of what consumers Watch and Buy. Nielsen’s Watch segment provides media and advertising clients with Total Audience measurement services across all devices where content — video, audio and text — is consumed. The Buy segment offers consumer packaged goods manufacturers and retailers the industry’s only global view of retail performance measurement. Nielsen, an S&P 500 company, has operations in over 100 countries that cover more than 90 percent of the world’s population. As the Director of Field Operations of the Contact Centers / Call Centers, Thomas Harden strategically assembles and leads the field sales team to recruit and install television/audio homes. Focused on measuring and analyzing media viewing habits. Led and motivated 17 direct managers and over 180 non-exempt, associates. ● Oversaw operating budget of $25M● Grew and trained region into 12 diverse markets. Increased both performance and employee opinion scores● Coached, trained and developed teams to ensure the high quality commitments of the business, as well as to deliver a world class customer experience ● Identified and secured headcount, systems, and budgets to implement client/technology solutions● Performed market-need analysis to drive and exceed client/customer expectations -
Director Of Field Operations For Panel ExpansionNielsen Aug 2012 - Mar 2015New York, Ny, UsAs the Director of Field Operations for Panel Expansion, Thomas Harden significantly grew the number of new television recording devices into homes by measuring effective analysis media viewing habits across the US by leading 14 direct managers and over 150 field associates (exempt and non-exempt). ● Oversaw an operating budget of $20M● Improved household onboarding time by 20% within first year● Partnered with global vendors and in-house support teams to ensure end to end delivery of client/customer satisfaction targets as well as revenue targets● Recruited and expanded 14 markets● Drove continuous improvement to the quality of recruitment of new business while standardizing operational processes● Innovated and led certified successful BPI initiative increasing cycle time recruitment of households by 80%
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Director Of Operations (Contact Centers / Call Centers)Nielsen Jan 2008 - Aug 2012New York, Ny, UsAs the Director of Operations for the Contact Centers / Call Centers, Thomas Harden led the contact centers directly reporting to SVP of Global Operations in both Kentucky and California. Focused on measurement and analysis of media viewing habits across the US while overseeing 600 associates (exempt and non-exempt). Managed relationship with off shore support vendors. Implemented continuous improvement methodologies to standardize operational processes and controlled a total operating budget of $13.5M.● Exceeded contact center metrics, resulting in elevated service level standards throughout the contact center organization ● Instrumental and accountable for managing global outsource teams in Costa Rica and various locations in the US● Instrumental in the consolidation of 3 contact centers into 2, reducing operating cost by 15% and improving efficiencies● Increased customer satisfaction scores by 15%● Decreased agent attrition by 40% in first year
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District Manager (Contact Center / Call Center)Sears Holdings Corporation 2007 - 2008Chicago, Il, UsAs the District Manager of the Contact Center / Call Center, Thomas Harden managed the largest contact center (inbound and outbound) within the Sears Home Delivery network and responsible for defining the tactical goals and alignment with overarching business objectives. Led company initiatives such as the outbound dialer project which streamlined efficiencies in residential deliveries and reduced customer complaints by 10%. Led 10 Team Managers and over 150 inbound and outbound call center agents while controlling an operating budget of $ 5.3M● Led operation support including forecasting/capacity planning, budgeting, process design/improvement and technologies interface.● Drove team performance through service level metrics – average speed of answer, handle time, voice, email and chat support, abandon rates, schedule adherence and quality assurance● Led site to #1 in customer satisfaction (out of 10 Sears Home Delivery call centers)● Decreased associate absenteeism and attrition by 15%● Implemented an employee development program, consisting of on-going agent training and partnered with HR to create an agent career path program -
District Manager (Contact Center / Call Center)Sears Holdings Corporation 2005 - 2007Chicago, Il, UsAs the District Manager, Contact Center / Call Center, Thomas Harden oversaw contact center with cross-functional teams in customer service and technician dispatching. Supported contact center managers and inbound / outbound agents, while controlling an operating budget of $4M.● Managed the Record of Return project to reduce return of damaged products and implemented the process into 3 contact centers, resulting in company savings of $150M annually● Led division in customer satisfaction ratings and appliance returns percentage● Drove continuous improvement of KPI service level metrics
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Manager, Sales & ServiceSears Holdings Corporation 2002 - 2005Chicago, Il, UsAs the Contact Center / Call Center Manager, Sales & Service, Thomas Harden was responsible for performing in a matrix environment through collaborating with other internal departments to improve contact center operations and associate moral. Oversaw contact center team managers and agents.● Increased revenue year over year by 5% on an originating yearly plan of $58M ● Analyzed monthly budget variances to ensure achievement of plan targets
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Corporate Financial Services Supervisor-Collections AgenciesAlltel Communications, Acquired By Verizon Wireless And At&T 2000 - 2002Basking Ridge, Nj, UsAlltel Wireless was a wireless service provider, primarily based in the United States. Before acquisitions by Verizon Wireless and AT&T, it served 34 states and had approximately 13 million subscribers. As a regulatory condition of the acquisition by Verizon, a small portion of Alltel was spun off and continued to operate under the same name in six states, mostly in rural areas.[2] Following the merger, Alltel remained the ninth largest wireless telecommunications company in the United States, with approximately 800,000 customers.[3] On January 22, 2013, AT&T announced they were acquiring what remained of Alltel from Atlantic Tele-Network for $780 million in cash.As the Corporate Financial Services Supervisor-Collections Agencies, Thomas Harden was responsible for the management of 15 third party collection vendors. Oversaw a total charge-off portfolio greater than $130 million. ● Recovered more than $30 million for the company the last year employed. ● Forecasted third party staffing needs and measured against actual call volume. ● Managed the implementation of the Checks by Phone program, which was rolled across multiple sites. ● Trained in RMS (Recovery Management Systems) -
Financial Services SupervisorAlltel Communications, Acquired By Verizon Wireless And At&T 1998 - 2000Basking Ridge, Nj, UsAs the Corporate Financial Services Supervisor-Collections Agencies, Thomas Harden was responsible for the management of 15 third party collection vendors. Oversaw a total charge-off portfolio greater than $130 million. ● Recovered more than $30 million for the company the last year employed. ● Forecasted third party staffing needs and measured against actual call volume. ● Managed the implementation of the Checks by Phone program, which was rolled across multiple sites. ● Trained in RMS (Recovery Management Systems)
Thomas Harden Skills
Thomas Harden Education Details
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Baylor UniversityExecutive Mba Program -
North Carolina Central UniversityPolitical Science; Public Administration
Frequently Asked Questions about Thomas Harden
What company does Thomas Harden work for?
Thomas Harden works for The Black Tux
What is Thomas Harden's role at the current company?
Thomas Harden's current role is Sr. Director of Customer Care at The Black Tux & Marke.
What is Thomas Harden's email address?
Thomas Harden's email address is th****@****ail.com
What is Thomas Harden's direct phone number?
Thomas Harden's direct phone number is (270)-352*****
What schools did Thomas Harden attend?
Thomas Harden attended Baylor University, North Carolina Central University.
What skills is Thomas Harden known for?
Thomas Harden has skills like Multi Site Operations, Vendor Management, Call Center, Customer Satisfaction, Team Building, Coaching, Customer Service, Employee Relations, Customer Experience, Leadership, Time Management, Cross Functional Team Leadership.
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