Thomas Lilly Email & Phone Number

Wadsworth, Ohio, United States

Managing the daily operations for the call center with a specific focus on sales departments (Retail and B2B) for multiple business units. - Building and Leading a strong team of customer support professionals throughout the call center. A great customer experience hinges on our ability to serve the customer and meet our promises. - Coaching and Leading our team members to look through the lens of a customer, making sure that we put our best foot forward to take care of our customers. - Creation and Maintenance of customer support policies, procedures and best practices. - Moderation and accountability of call center SLA's and budgets to ensure we are adequately staffed to meet customer demand. - Continuous efforts in improving the customer experience.

Wadsworth, Ohio

Managing the daily operations for the call center, sales departments (Retail and B2B), customer service and billing departments. - Building and Leading a strong team of customer support professionals throughout the call center. A great customer experience hinges on our ability to serve the customer and meet our promises. - Coaching and Leading our team members to look through the lens of a customer, making sure that we put our best foot forward to take care of our customers. - Creation and Maintenance of customer support policies, procedures and best practices. - Moderation and accountability of call center SLA's to ensure we are adequately staffed to meet customer demand. - Continuous efforts in improving the customer experience. More information available upon request!

Wadsworth, Ohio

Responsible for daily management in the Customer Service and Billing Departments. Responsible for building and maintaining web reputation scores for the company. Responsible for providing strong leadership skills to build and support customer loyalty, sales growth and best in the industry customer satisfaction. Responsible for monitoring customer ordering activity with the intent to reduce our liability to credit card fraud. o Assisted with CRM system development, design and functionalityo Budget – Planning and managemento Process improvemento Work with peer managers to develop new process, which improves efficiency and reduces waste.o Worked closely with both director and peer managers in the creation and spec development of system enhancements which have been deployed to address one or more of the following goals.o Efficiency generationo Improvement of customer experience

Wadsworth, Ohio

Daily responsibilities including, but not limited to the following: -Providing customers with technical and product support-Assist customers with product returns, warranty and related after-sales support-Contacting customers in regards to current order processing issues. -Maintaining timely customer complaint resolution via phone, email, etc.

Cuyahoga Falls, Ohio

Daily operations, including but not limited to customer complaints, store layout, planogram (display set up), inventory control, cash handling and accounting, scheduling, customer service, retail, ASE certification, constant training, etc.

Norton, Ohio

Sold automotive parts.

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General

Associate'S Degree, Criminal Justice/Law Enforcement Administration