Thomas Monaghan Email & Phone Number

Montreal, Qc, Ca

Montreal, Qc, Ca

Greenwood Village, Colorado, Us

I 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

Greenwood Village, Colorado, Us

Greenwood Village, Colorado, Us

Greenwood 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

Greenwood Village, Colorado, Us

Transitioned 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.

Greenwood Village, Colorado, Us

Delivered 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.

Greenwood Village, Colorado, Us

Responsible 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).

Greenwood Village, Colorado, Us

Worldwide Operations StrategyCustomer ExperienceStrong Business AcumenCommunication Negotiation Global/Remote Team LeadershipAcquisition & IntegrationC-Suite RelationshipsPlanning Forecasting P&L ResponsibilityStrategic PlanningFinancial ManagementMS Office

Greenwood Village, Colorado, Us

Senior SDM over a multi location contract

Greenwood Village, Colorado, Us

Operations manager

Greenwood Village, Colorado, Us

Company 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

Greenwood Village, Colorado, Us

Greenwood Village, Colorado, Us

Greenwood Village, Colorado, Us

ProfileIn 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

Greenwood Village, Colorado, Us

ProfileIn 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

Profile 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

Bachelor'S Degree, Business Management; Finance, Accountancy And Management

Business Management, Hr, Marketing, Economics, It, Etc

Gcse; S, International Business