Thomas Cunningham work email
- Valid
- Valid
- Valid
- Valid
- Valid
Thomas Cunningham personal email
Thomas Cunningham phone numbers
Senior business leader with in-depth performance management and business acumen skills. Fosters open communication, coaching, and development skills to build a strong leadership team between various work groups. Capable of overseeing operating systems including policies, procedures, and operating structure. Demonstrates successful aptitude for problem analysis and decision-making. Maintains accountability for customer satisfaction throughout all levels by making clear commitments and ensuring delivery of services.Specialties: Process Development/ImprovementHuman Capital MeasurementKey Customer/Client RetentionPerformance ManagementOrganizational LeadershipExecutive ConsultationWorkforce Management Best PracticesCustomer Experience
-
Chief Operations OfficerBlue Jay Garage Doors Aug 2022 - PresentElkton, Kentucky, United States -
Sr. Director Customer SupportCpi Security Jan 2021 - Aug 2022Charlotte Metro -
Director Saas OperationsPerfectserve Dec 2014 - Jan 2021Knoxville Tn•Responsible for providing strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum customer satisfaction •Responsible for development and administration of annual department budget to attain business goals with operational stability. •On track to reduce operation budget by 10% within the first 12 months in position while increasing KPI results•Developed and implemented a highly effective internal Quality Assurance (QA) program that fosters continuous improvement and Service Level Agreement (SLA) performance•Deployed Sigma and DMAIC protocols to enhance employee, customer, and center metrics•Developed Elearning training, Workforce Management, Dashboards, Scorecards and Customer Satisfaction programs•Insure compliance with regulatory agency guidelines and standards -
Director- Professional ServicesInsite Managed Solutions Mar 2013 - Nov 2014Knoxville, Tennessee AreaPerforms contact center operational assessments to benchmark organizations and identify top opportunities for enhancement. Guides clients through contact center Six Sigma projects with goal of attaining hard-dollar cost savings through technology enhancements, process improvements, and mentoring of staff. -
Director, Workforce Management/Customer ServiceElavon Dec 2003 - Mar 2013Knoxville, Tennessee Area• Responsible for developing and leading workforce management department for multiple centers with up to 600 employees. Tasks including forecasting, load balancing and controlling shrinkage in addition to core customer service management.• Responsible for the SLA’s for the portfolios of the company including fortune 500 companies. • Metric development and management for entire customer service department using a MBO program.• Created a program AIM (Advanced Interactive Management) program to mentor and prepare high performing representatives for management, empowers team members to serve the customer and creates open communication between management and representatives through 360 degree feedback • Responsible for developing and implementing a workforce management team in our European center. • Delivers routine, high – level reporting to senior management• Responsible for strategic planning including portfolio assessment, new acquisitions, and reviewing business efficiency• Responsible for operations planning including analyzing historical patterns and developing forecasts for future growth• Responsible for call center managers and staff development for all Human Resource functions including interviewing, evaluating, hiring, promoting, coaching, disciplinary action and rewarding employees• Reduced overflow calls by 80%• Reduced operating costs for full time telephone employees by 11% while increasing service levels and calls per full time employee by 10% during tenure -
Call Center Workforce Manager/Call Center ManagerAdt Security Services Feb 1996 - Nov 2003Call Center Workforce Manager 11/01 to 11/03• Oversaw productivity of 450 indirect reports to ensure all service levels are met in Call Center• Responsible for Workforce Management Department• Backup manager for National Workforce Desk who oversaw 5 of the national Monitoring centers• Implemented Quality Assurance program that measures each employee’s soft-skills with the customers• Payroll Manager for Call Center with over 450 front line and supervisory employees.• MTE (Meridian Terminal Emulator) phone administrator and statistics tracker• ISO Internal AuditorMarch 2000 to November 2001, Bradenton, Florida, Call Center Project Manager (in Nov 01 Promoted to Call Center Workforce Manager) • Coordinated multiple projects related to 3 national monitoring centers which include over 1200 employees and over 1 million accounts, that enhance and streamline operations in order to reduce costs and improve response accuracy and time while ensuring quality• Traveled to other branches to mainstream operations and receive feedback to create a practice of best policies as well as form an amalgamation between the companies Sales/Service offices and Call Centers• Developed, implemented, and facilitate training manuals for all departments of call center operations• Planned and supervised all phases to reduce alarm activity in the Bradenton and Jacksonville Call Center by 25%• Co-developed Call Center Complex Accounts Department manualMarch 1997 to March 2000, Bradenton, Florida, Call Center Data Entry Team Manager (in Mar 00 Promoted to Project Manager) Feb 1996 to March 1997, Palm Harbor, Florida, Call Center Team Manager (in Mar 97 Promoted to Data Entry Team Manager) -
SeamanUs Navy Jan 1993 - Jan 1996Boatswain'S MateServed aboard the USS Hunley AS-31 and the USS Samuel B Roberts FFG-58.Was Deployed on Unitas 35. Honorable Discharge after term of service was up
Thomas Cunningham Skills
Thomas Cunningham Education Details
-
Organizational Leadership -
Insite Managed SolutionsCcsigma For Contact Centers
Frequently Asked Questions about Thomas Cunningham
What company does Thomas Cunningham work for?
Thomas Cunningham works for Blue Jay Garage Doors
What is Thomas Cunningham's role at the current company?
Thomas Cunningham's current role is COO- Blue Jay Garage Doors.
What is Thomas Cunningham's email address?
Thomas Cunningham's email address is tc****@****ity.com
What is Thomas Cunningham's direct phone number?
Thomas Cunningham's direct phone number is (877) 844*****
What schools did Thomas Cunningham attend?
Thomas Cunningham attended East Tennessee State University, Insite Managed Solutions.
What skills is Thomas Cunningham known for?
Thomas Cunningham has skills like Call Centers, Performance Management, Leadership, Process Improvement, Workforce Management, Customer Experience, Management, Customer Satisfaction, Training, Operations Management, Customer Service, Contact Centers.
Not the Thomas Cunningham you were looking for?
-
Thomas Cunningham
Student Athlete At University Of Vermont Studying Business Administration And Environmental StudiesMiddletown, Ct -
1infineum.com -
Thomas Cunningham
Burke, Va -
Thomas Cunningham
Greater Chicago Area5katapult.com, darkhorseconsult.com, gmail.com, conmed.com, miomed.com3 +131285XXXXX
-
Thomas Cunningham
Executive Director Of Leadership Programming At The Higher Ambition Leadership Alliance And Founder & Director Of The Manhattan Choral Ensemble. Former Cpo, Chief People OfficerNew York, Ny
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial