Thomas Bailey Email & Phone Number

Fort Atkinson, Wisconsin, United States

Waukesha, Wisconsin

• Assisted a variety of queues, including Customer Service, WebChat, Universal Bi-Lingual (UBL), Technical Support, TOPS Escalation Queue (TEQ), Wireless Number Porting (WNP), and Customer Service Solution Team–Offline.
• Created the training used in Waukesha Care Center for WNP and UBL Tech Support.
• Created Associate Academy to teach purposeful probing questions to get to the “why” behind the customer needs that increased resolution rate and Customer Engagement (CE).
• Influenced results in Customer Engagement with YOY improvement of perfect survey results, operational effectiveness by decreasing Average Handle Time (AHT), and revenue growth through an increase in additional services.
• Created development plans for reporting associates’ personal and performance development for a team of 15+ associates that would change at least annually.
• Brought forth Continuous Improvement actions for CSST which included the use of process automation. Member of the group that transitioned mailbox requests from being worked by one center to all CSST associates.

Waukesha, Wisconsin

• Made judgment calls on the priorities of the restaurant to achieve operational and financial goals by utilizing multiple data sources to create quantitative research.
• Created innovative local store marketing that increased YOY sales by 30%. Included the creation of coupon prototypes and collaboration with local businesses and peer stores.
• Managed the interviewing, staffing, and training of crew members, which included two managers and up to 40 crew people at a time.
• Developed reporting managers and crew to improve performance and to create a staffing bench for management. This resulted in crew members moving into management roles and managers getting options to become Store.
• Scheduled crew and managers to ensure proper staffing based on forecasting of sales.
• Ensured high quality of service and products by using proper procedures which resulted in internal inspections that resulted in an A rating.

Pipersville, Pennsylvania, United States

Was in various roles which included Trading Post Associate, Dan Beard Director, High Adventure Asst. Director. Was the lead member of the Blue Folder Team whose duties were to assist campers that were homesick to change their viewpoint and complete their session of camp.