Thomas Blair Email & Phone Number

Chicago, Il, Us

Chicago, Il, Us

• Led global Customer Service operations for Pension Benefits, Payroll & Cloud and Mid-Market business portfolio• Managed onshore workforce operations and client delivery teams in multiple locations (Charlotte & Winston-Salem, NC, Orlando, FL, Woodlands, TX, Lincolnshire, IL, and San Juan, PR). • Oversaw relationship management with third-party partners and vendors across international locations (Tarlac & Manila, St Johns & Toronto and Gurgaon). • Maintained ISO27001 international security audit standards and supported new client sales opportunities.• Analyzed operational data, streamlined escalation procedures, and identified continuous improvement opportunities.• Strategically delivers subject matter expertise through internal/external thought leadership and strategic alignment with stakeholders.• Analyzed operational data, streamlined escalation procedures, and identified continuous improvement opportunities resulting 21.7% improvement in %of incidents taking excess of 5 days. (2023 Project)• Contributed to the sell and implementation of multiple new clients/logos from June 2020 to July 2024.• Achieved goals aligned with contractual, internal performance standards and communicate results to key stakeholders.• Led Alight’s HR Talent Function PMO Project Team (2020-2023) resulting in consecutive years of 5%+ reductions in involuntary attrition.

Chicago, Il, Us

• Directed operations management and oversight of 450 Customer Service HR Benefits representatives, HR BPO Team Managers & Team Specialist teams across multiple locations. • Oversight includes management of teams that specialize in Payroll, Health & Welfare, Retirement, Change Management, Workforce Administration, Leave of Absence, Onboarding, Advice & Counsel, Retirement, Compensation and Timekeeping• Implemented Workday Talent Management module, resulting in a 20% increase in employee engagement scores.• Reduced training costs by 15% through the implementation of a new learning platform, improving skill assessments by 30%.• Ensure that Quality Program and Best Practices are being followed. Ensure quality service and operational performance within the parameters of the customer service programs and delivery standards. • Innovated our current pay for performance /bonus and promotion program for our HR representatives, HR BPO Team/Client Managers and Team/Client Specialist.

Chicago, Il, Us

• Sr, Manager responsible for direct and indirect management of Customer Care BPO Managers in our Charlotte, NC, Orlando, FL, Woodlands, TX, Lincolnshire, IL and San Juan, PR locations and roughly 300 Customer Service Representatives across multiple locations.• Teams I directly managed averaged 91.8% Customer Satisfaction Score results YTD across full customer portfolio while maintaining a 92.62% agent productivity measurement.• Delivery of contractual and internal performance standards and support client reporting. Involved with the identification and implementation of changes necessary to improve the level of quality. • Manage and coordinate new hire, continuing education, and on the job training at the management level. • Conduct training classes in more complex areas or on an as needed basis and assess effectiveness of the training conducted. • Onboarded 16 different new hire classes including 7 new hire classes for managers with a 93,8% retention rate over the first 90 days of employment. • Created and implemented Alight’s LIT (leaders In Training) Academy and Alight’s CC Accelerate Development Program (2018-Current)

London, Gb

• People manager for multiple client team’s HR Services (formerly HR BPO). • Manage contractual Service Level Agreements. Oversee, coach and develop a Team of On-Floor Supervisors, Sr. Customer Service reps, Customer Service II reps and Customer Service I reps. • The includes performance planning, managing call center operation metrics, reporting, hosting client roundtables/huddles, conference and listening sessions. • Manage day-to-day operations in HR Business Processing Outsourcing department, specifically Payroll, Health & Welfare, Retirement, Workforce Administration, Leave of Absence, Advice & Counsel, Retirement, Compensation and Timekeeping functions. • Performance manage and execute monthly deliverables and create new Standard Operation Procedures to help improve client delivery. • Mentored 5 HR BPO Generalist into HR management roles.

London, Gb

• Managed a group of Benefits Advisors, Business Support Specialists and 2 Team Leads at the Winston-Salem, NC location.• Coached and drove group Sales Performance, Adherence, Call Quality, Service Level Agreements and Attendance. • Held Long Term Care/Medicare Supplement, Life, Accident & Health or Sickness Insurance State licenses in North Carolina, California, Georgia, Texas, Illinois, Florida and New Jersey. • License No:17238973 & NPN: 17238973• Instrumental in helping lead Winston Salem Site to 17,032 Medical & Prescription Drug Plan enrollments in 2014. • Top Call Quality Q2 7 Q3 2014 & Q1 2015, Top Compliance YTD 2014-96.29%, 2nd in Overall Sales Conversion YTD • Site Leader for Winston-Salem, NC Site Business Service Support Team (2014-May 2015)

Burlington, North Carolina, Us

Supervise Northeast and Atlantic Billing Department ensuring all billing, programming, and maintenance projects are completed. Direct network administrators in providing corporate computer users with microcomputer, local, and area-wide network support including connectivity and access to business information. Organize Project Analyst as needed in support of end user needs. Assign, oversee, and review the work of employees. Report on all phases of work, quality, index/target percentages, variances, inventory, cost and provide feedback to Direct Reports in a timely fashion-Selected Accomplishments• Front-End Billing Department Collected over $23million Revenue per day during 4th Quarter of 2013• Averaged less than 48 Days Sales Outstanding for the 2013 Calendar Year• Merged the Mebane St. Burlington, NC location and Greensboro Atlantic Division

New York, New York, Us

Supervised a group of 20-25 sales associates; Partner with other Sales Managers to identify and manage areas of opportunity with sales results and profitability; Provide gap analysis and coaching development opportunities; Provide individual coaching to Sales Associates to strengthen sales skills and modify behavior; Work with Operations Managers to create a monthly plan to achieve sales targets and compliance benchmarks. -Selected Accomplishments-Instrumental in Building a Culture that Exceeds Benchmark GoalsAchieved $8.61 Revenue Per Eligible Call in 2010-Highest in DivisionExceeded 1st Quarter Sales Goals by 22.20% in 2011-Best in Greensboro Site

New York, New York, Us

Assess production staff proficiencies and deficiencies; identify skill gaps and development opportunities for performance improvement; exercise interventions that improve production; network with colleagues, across sites, to research issues, and improve training plans and materials; manage consistency in the delivery of newly initiated programs and training issues; build relationships with line management demonstrating ability to build consensus and influence decisions; act as UM for newly hired associates and responsible for implementing HR policies, process, and procedures.-Selected Accomplishments-Greensboro Site Focal for National Quality & Compliance in Collections DepartmentSupervised in Front End, Buckets 2-3 & Late Stage Department

Master Of Business Administration - Mba

Bachelor Of Science, Business Administration

Master Of Business Administration - Mba, Business Administration And Management, General

Education record

Education record