Thomas Tabb Email & Phone Number

Noida, Uttar Pradesh, In

o Direct, develop, and manage staff and establish processes to ensure quality and service commitments are delivered to our clients according to contractual guidelines.o Provide Daily Oversight of the Internal Operations Teams.o Systems and Infrastructure Oversighto Assess the needs of the organization and ensures daily operations run smoothly.o Provide suggestions, create plans, and execute solutions to improve efficiencies resulting in higher revenue and reduced expenses.o Develop work standards and performance expectations for each position.o Ensure proper measurement and metrics are in place to efficiently staff/manage teams.o Hold employees accountable for their performance expectations oversee and approve any performance management within the operation.o Ensure proper training programs exist for all positions and that recurring training is executed as necessary to deliver sustained quality.o Ensure that plans, processes, and business strategies are compliant with current laws.o Carry out all responsibilities in a fiscally responsible manner within the established budget.o Manage day-to-day relationship with all Partners, Vendors, and Marketing Channels.

Philadelpia, Pa, Us

o Provide strong, dynamic leadership that mentors, develops, and guides team members to ef-ficiently leverage the value of every call for maximum net revenue to clients.o Address areas that may need improvement, such as, time and attendance, call metrics, call quality, etc.o Manage call flow and staffing / scheduling needs on shift by addressing attendance, produc-tivity, and call flow issues. Take proactive steps to ensure that call volume will be answered.o Maintain call statistics reporting and schedule adherence to ensure service levels are being met.o Work in cooperation with inventory planning to keep customers and associates apprised of backorder dates, quality control issues and product changes.o Recommend and assist in implementing and maintaining new processes and procedures for the Customer Service department.o Learn other Call Center processes and procedures, such as order processing, in order to act as backup and support for those functions.o Oversee customer service staff and floor operations. Provide disciplinary action to staff, as necessary. o Oversee Order Processing and E-mail staff and operations in the absence of Order Pro-cessing / E-mail Supervisor. Provide disciplinary action to staff, as necessary.o Accountable for knowledge of customer service processes and procedures. Work in coopera-tion with the Distribution Center to resolve customer issues if necessary.o Assist in the development of product information tools as well as agent training.o Accountable for knowledge of current product and catalogs.

Miami, Fl, Us

o Provide strong, dynamic leadership that mentors, develops, and guides team members to ef-ficiently leverage the value of every call for maximum net revenue to clients.o Responsible for development and administration of annual department budget to attain busi-ness goals with operational stability.o Deliver results against a defined scope of work that includes measurable ROI, strategic inno-vation, performance reporting, and human capital development.o Develop, implement and maintain effective internal and external Quality Assurance (QA) pro-grams fostering continuous improvement and exceeding Service Level Agreement (SLA) per-formance.o Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center.o Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of du-ties and responsibilities, staffing levels and supervision.o Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction.o Manage and expand client and coworker relationships.o Find and close new revenue opportunities within the existing client base.o Insure compliance with regulatory agency guidelines and standards.

Paris, Île-De-France, Fr

o Oversee the production, performance, and development for over 350 employees. o Lead daily/weekly staff meetings to track trends to meet and exceed company goals o Drive the level of engagement and motivation of all staff to inspire performance o Manage financials to sustain and increase gross margin o Support development and growth in supervisors and representatives to increase company loyaltyo Identify obstacles to set smart goals to drive improvements and achieve consistent performanceo Monitor progress and results to apply appropriate corrective measureso Efficiently manage the implementation of all training initiatives o Develop and implement action plans to increase Key Performance Indicatorso Provide updates and progress reports to executives, external client, and internal operational staff o Facilitate interviews and strategic hiring process

Dallas, Tx, Us

o Interviewed, hired, and trained new quality customer service representatives. o Effectively communicated with team members to maintain clearly defined expectations. o Developed, implemented and monitored programs to maximize customer satisfaction. o Report and distribute management information highlighting areas for improvement and those of concern and opportunity. o Recommend and implement operational process and platforms improvement. o Carry out individual appraisals as well as conduct review and disciplinary meetings. o Brief and train staff on new promotions. o Deliver quota of Call Quality Monitoring and feedback via call recording, remote, or side by side. o Coach each representative for a minimum coaching session per week documented. o Send daily, weekly, and monthly team reports. o Implement team incentives. o Creating and publish reports detailing all aspects of team performance. o Meet with and review results with Operations Sales Manager on a weekly basis. • Team Lead, (September 2009 to February 2010) o Assisted direct manager in leadership of the team acting as a positive role model at all times. . o Served as a communication link between upper management and staff. o Provide effective learning support to co-workers on the team. o Handle all escalated problems as the first level of management. • Sales Associate, (July 2007 to September 2009) o Plan and prioritize personal sales activities and customer contact towards achieving agreed business aims, including costs and sales.o Maintain and develop existing and new customers through appropriate propositions and ethi-cal sales methods to optimize quality of service, business growth, and customer satisfaction.o Carry out local marketing activities, and integrate personal sales efforts with other organized marketing activities, e.g. product launches, promotions, and advertising.