Thomas Monaghan work email
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Thomas Monaghan personal email
With over 17 years of experience in customer experience (CX) management, Thomas Monaghan is a visionary and seasoned executive who leads the business and strategy for a portfolio of accounts across multiple industries, including at TTEC, a global leader in CX solutions and services. He has P&L ownership, customer success responsibility and portfolio brand management for his accounts, which includes responsibility for expanding and managing portfolio growth, partnering with delivery teams to exceed client expectations, and deploying cutting-edge technology solutions for optimal CX outcomes.Thomas has a proven track record of delivering operational excellence, revenue growth, customer retention, and strategic business planning across EMEA, NA, and APAC geographies. He has successfully launched operations into new markets, grown client portfolios by up to 60% year over year, increased client satisfaction by 373%, and implemented digital solutions to reduce customer care costs. He has also overseen workforces with 3000+ employees distributed in local and global locations, and guided the overall brand strategy for TTEC in Canada and EMEA. Thomas is passionate about empowering his teams, fostering strong client relationships, and driving CX innovation and transformation for TTEC and its customers.
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PresidentPerceptaMontreal, Qc, Ca
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Svp Operations Excellence And InnovationTtecMontreal, Qc, Ca -
Svp Operations Excellence And InnovationTtec Jun 2024 - PresentGreenwood Village, Colorado, UsI am responsible for the global support functions at TTEC which enable the delivery teams to do what they do best in a multi billion dollar organization- Leader of Quality Assurance, Workforce Management (WFM), Process Improvement and Project Management globally supporting over 300 clients - Responsible for onboarding clients at TTEC and ensuring they launch with the best experience possible for them and their customers- Responsible for innovation within the realm of delivery enablement including AI enhance products and processes to level up the delivery organization for increased customer satisfaction, efficiency and bottom-line growth - Part of the ELT driving business strategy for growth and profitability -
Senior Vice PresidentTtec Jul 2023 - PresentGreenwood Village, Colorado, Us
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Group Vice President, Tech And RetailTtec Sep 2022 - Nov 2024Greenwood Village, Colorado, Us
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Vice President Of Emerging MarketsTtec Nov 2021 - Oct 2022Greenwood Village, Colorado, Us- Responsible for creating global partnerships and launching Operations into new markets for TTEC- Supported full lifecycle of new market openings across research and discovery (including market details, market and labor pool research, and current competitor analysis), selection (defining criteria and presenting to leaders across TTEC), negotiating and establishing partnerships in new geos, and supporting a successful launch- Launched 3 new geographies across LATAM and EMEA within 12 months
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Vice President And General Manager CanadaTtec Apr 2017 - Dec 2021Greenwood Village, Colorado, UsTransitioned to oversee operations in Montreal, with responsibility for all of Canada, including P&L and a portfolio of $100M+. Oversee 2000+ staff across eight physical and many remote locations who handle some of Canada’s biggest and most well-known brands. Guide the overall brand strategy, including public relations.• Ran 3000+ headcount in global operations for 10+ clients concurrently, including Fortune 1000 companies.• Delivered a 10% lift in profitability at country level.• Grew client portfolios by up to 60% year over year globally.• Increased client performance by 100% and client satisfaction by 373%.• Implemented digital solutions for customers to reduce their customer care costs while increasing productivity and satisfaction.• Collaborated with Sales to grow the business from embedded base clients and new clients across the world.• Member of the Board of Directors for TeleTech Canada Solutions.
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Vice President And General Manager Emea For TeletechTtec Nov 2012 - Apr 2017Greenwood Village, Colorado, UsDelivered the optimal customer experience for some of the EMEA’s biggest brands, while overseeing 1000+ staff members across four sites. Controlled the entire EMEA P&L, ensuring proper fiscal management and cost control. Managed branding, PR, and image of the EMEA organization.• Delivered a 5% lift in profitability and grew revenue by 10% in first year.• Increased client performance by 50% and client satisfaction by 200%.• Integrated three locations to the company global standards within 12 months (30 global standards).• Integrated a newly acquired company, including rebranding and marketing within the region to help win and grow new and existing contracts.
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Executive Director, Program OperationsTtec Sep 2011 - Nov 2012Greenwood Village, Colorado, UsResponsible for a $50M portfolio to support a top tech market client, orchestrating the overall strategy and execution of customer satisfaction solutions. Managed the overall P&L as well as accounts in all locations across EMEA, APAC, and AMR.• Delivered a 5% lift in profitability and grew revenue by 10% in first year.• Increased client performance by 50% and client satisfaction by 200%.• Integrated three locations to the company global standards within 12 months (30 global standards).
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Director, Program OperationsTtec Nov 2010 - Sep 2011Greenwood Village, Colorado, UsWorldwide Operations StrategyCustomer ExperienceStrong Business AcumenCommunication Negotiation Global/Remote Team LeadershipAcquisition & IntegrationC-Suite RelationshipsPlanning Forecasting P&L ResponsibilityStrategic PlanningFinancial ManagementMS Office
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Senior Service Delivery ManagerTtec Dec 2009 - Jan 2011Greenwood Village, Colorado, UsSenior SDM over a multi location contract
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Program ManagerTtec Jul 2009 - Dec 2009Greenwood Village, Colorado, UsOperations manager
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Operations SupervisorTeletech May 2008 - May 2009Greenwood Village, Colorado, UsCompany TeletechProject SKY Sales @Home; ProfileIn my role as an Operations Supervisor I was responsible for the performance of 10 Team Leaders and their teams totaling 190 heads as well as being the client point of contact daily. The position included creating and presenting reports and monthly business reviews in both face to face and remote presentations with the client. Responsibilities/Duties Responsible for the leadership and management of the operations team (70FTE) in line with client and company objectives Conducted Team Leader 1-2-1's to ensure team and project efforts were aligned Identifying opportunities to improve Team Leader and overall project performance Analyzing Agent, team and project data to identify drainers affecting KPIs; then implementing plans/processes to improve these Producing high level client reports for executives and operational contacts concerning performance to date and plans for the future
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Team LeaderTeletech Oct 2006 - May 2008Greenwood Village, Colorado, Us
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ManagerTeletech 2006 - 2008Greenwood Village, Colorado, Us
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Lead AgentTeletech May 2006 - Oct 2006Greenwood Village, Colorado, UsProfileIn my role as a Lead Agent I reported to a Team Leader and supported them in managing and leading a team of customer service representatives. I was responsible for ensuring that my team was responding correctly and efficiently to all customer contacts and following all company policies and procedures. I led by example and worked with my Team Leader to create a team environment that was focused on meeting and exceeding sales targets and objectives.Responsibilities/Duties Ensuring leadership and management of frontline staff in a manner consistent with Teletech's goals, values and objectives Identifying opportunities to improve team and individual performance Developing team members through motivation, coaching and on-the-job training Delegating work responsibilities to ensure targets are met Assisting the Team Leader in identifying and dealing with disciplinary matters Fulfilling the role of Team Leader as required Handling complaints and escalated calls Compiling and relaying statistical information
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Customer Service RepresentativeTeletech Jan 2006 - May 2006Greenwood Village, Colorado, UsProfileIn my role as a Customer Service Representative for BMI Baby I held a full time position at a telephone reservations desk answering inbound calls selling BMI Baby flight reservations, services and extra's as well as answering BMI Baby related queries and complaints.Responsibilities/DutiesAnswering inbound calls Relaying flight informationQuoting for flights and flight changesBooking flights /Making flight route and name changes Up-selling BMI Baby extra servicesTransferring calls Answering passenger baggage queries Internet problem solving Making group booking
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Customer Services AgentM M Group May 2004 - Sep 2004Profile My role as a customer services agent was for the UK passport office. In this role I answered queries for the public regarding passport issues as well as, making bookings for customers to visit their local passport office Responsibilities/dutiesAnswering inbound callsMaking bookings at passport officesHelping with customers applicationsAnswering general queriesTransferring callsFollowing up applications
Thomas Monaghan Skills
Thomas Monaghan Education Details
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Institute University Of UlsterAccountancy And Management -
University Of UlsterEtc
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Institute Grosvenor GrammarInternational Business
Frequently Asked Questions about Thomas Monaghan
What company does Thomas Monaghan work for?
Thomas Monaghan works for Percepta
What is Thomas Monaghan's role at the current company?
Thomas Monaghan's current role is President.
What is Thomas Monaghan's email address?
Thomas Monaghan's email address is th****@****ech.com
What schools did Thomas Monaghan attend?
Thomas Monaghan attended Institute University Of Ulster, University Of Ulster, Institute Grosvenor Grammar.
What skills is Thomas Monaghan known for?
Thomas Monaghan has skills like Team Management, Coaching, Customer Service, Human Resources, Leadership, Management, Sales, Microsoft Excel, Microsoft Office, Outlook, Microsoft Word, Powerpoint.
Who are Thomas Monaghan's colleagues?
Thomas Monaghan's colleagues are Mark Jauncey, Bob Carr, Cat Condello, Kevin Mahaney, Amber Smith, Alex Vallejo, Teresa Veiga.
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