Thomas Williams Email & Phone Number

Phoenix, Arizona, United States

Arizona, United States

• Develops and monitors departmental policies, programs and goals relating to our vision and values, customer experience, retention and growth objective, cost efficiency and employee development.
• Develops actionable improvement plans to address team and call center areas of opportunity.
• Required to constantly evaluate processes for improvement and thoroughly analyze team/center statistical trends, opportunities.
• Promote a proactive approach to Customer Service and exceeding the expectations of our Customers via “Deliver The Promise” and the ACS tool.
• Analyzes statistical trends and opportunities.
• Establishes and maintains open door policy, an open communication policy and a motivational demeanor.

Phoenix, Arizona Area

• Helped to Launch the Real Time Operations group in HBA, the first department of its kind-Created processes and procedures for the reporting and resolution of system issues for all participants in the Home Based.
• Establish and manage an ongoing governance structure for projects/programs.
• Proactively managed conflict.
• Maintain a strong knowledge base of Verizon business, organization and strategy.
• Evaluate and analyze completed projects to identify fields for improvements.
• Proactively created strategies for risk mitigation and contingency planning.

Phoenix, Arizona Area

• Work with Supervisors on AD Team to drive team performance
• Completing required reporting in a timely manner
• Assisting Associate Director with managing metrics for entire AD Team

Phoenix, Arizona Area

• Loyalty Champion 2016-2018-Took the lead in driving team results for the Sr Manager team in Upgrades, Open Enrollment, and Verizon Up Incentive initiatives.Participated in External New Hire Pilot Program May-September.
• Develops and monitors departmental policies, programs and goals relating to our vision and values, customer experience, retention and growth objective, cost efficiency and employee development.
• Develops actionable improvement plans to address team and call center areas of opportunity.
• Required to constantly evaluate processes for improvement and thoroughly analyze team/center statistical trends, opportunities.
• Promote a proactive approach to Customer Service and exceeding the expectations of our Customers via “Deliver The Promise” and the ACS tool.
• Analyzes statistical trends and opportunities.

Chandler, Arizona, United States

Responsibilities include balancing the needs of the business to increase shareholder value while maintaining customer satisfaction metrics through the After Call Customer Satisfaction Survey Process. Customer Retention recognizing customers that have a high propensity to churn (leave Verizon Wireless for another carrier) and offer additional offers to save.