Thomas Harden Email & Phone Number

Los 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

New York, NY, US

Boston, 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

Amsterdam, Netherlands, NL

• Provided 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

New York, NY, US

• Nielsen 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.
• 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

New York, NY, US

• As 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.
• 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

New York, NY, US

• As 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.
• 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

Chicago, IL, US

• As 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.
• 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

Chicago, IL, US

• As 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 /.
• 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

Chicago, IL, US

• As 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.
• Increased revenue year over year by 5% on an originating yearly plan of $58M
• Analyzed monthly budget variances to ensure achievement of plan targets

Basking Ridge, NJ, US

• Alltel 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.
• 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)

Basking Ridge, NJ, US

• 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)

Master Of Business Administration (M.B.A.), Executive Mba Program

B.A, Political Science; Public Administration