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. • Interacts with peers in all channels to ensure the identification and resolution of customer and customer service affecting issues. • The ability to listen to internal and external customers and communicate complex and intricate information clearly and concisely.

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 workgroup-Recognized for my contributions to the Real Time Operations Team by being selected to Legends 2018• 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.• Defining stakeholder communication requirements, developed and delivered communication plans and content.• Lead engagement with key business stakeholders and IT stakeholders in discussion on strategies and opportunities.• Built a strong working relationship and developed deep partnership with the key stakeholders.• Worked closely with stakeholders, and partners to deploy technologies in production both in real time and through pilot processes and systematically track and communicate performance.• Drove technical innovation through pilots of new theories, techniques, and technologies.• Provided project guidance/lead projects and associated deliverables.• Automation of processes to build team efficiency and improve the internal customer experience.

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 2017-Worked with recruiters to identify and hire 20 external applicants for a pilot program to hire, train, and then place in HBA with no prior experience with Verizon.Participated in Wave 2 of the HBA PilotParticipated on the Transition Monitoring Team.• 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. • Interacts with peers in all channels to ensure the identification and resolution of customer and customer service affecting issues. • The ability to listen to internal and external customers and communicate complex and intricate information clearly and concisely.

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 the customers business. Productivity: Insuring that agents are available to receive incoming calls and adhering to their assigned schedules correctly to eliminate inefficiencies. Sales: Provide coaching and feedback to positively position offers to customer’s in regards to increasing accessory sales, equipment sales (specifically smart phone saturation), increasing profitability, and increasing revenue. Systems: Provide coaching and feedback to increase agents knowledge of billing systems, Microsoft office applications, increase utilization of trouble shooting guides and resources, product knowledge for handsets tablets and operating systems, Mobile AMA Reporting System ( Network system utilized in trouble shooting to determine if customer is registered correctly with the network). Reporting Analysis: Review reporting results from multiple sources in Excel format regarding After Call Survey’s, Average Calls Per Day, Other Credits/Charges, Accessory/Handset upgrade sales, Product Returns, Productivity, Repeat Call’s, total inbound calls handled per agent, Disconnects per Call, Transfers to other departments, and all other metrics that are on my Performance Appraisal as well as metrics that increase performance for all Key Performance Indicators based on company targets.