Freelance- Contact Center Strategy, Operations & Leadership Development, E2E Process Design
Current
Consulting
Nov 2022 - Present
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Thomas B Siebert Email & Phone Number
Customer Care, Operations, Ecommerce & Contact Center Executive - Turnaround Expert. Fixer. Strategy. Cx+Ex. BPO Experience. Customer Service + Sales Operations. B2B+B2C. Business & Self-Serve/Digital Transformations.
at
Consulting
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✓ Verified Jul 2026
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Profile completeness 86%
Current company
Consulting
Role
Customer Care, Operations, Ecommerce & Contact Center Executive - Turnaround Expert. Fixer. Strategy. Cx+Ex. BPO Experience. Customer Service + Sales Operations. B2B+B2C. Business & Self-Serve/Digital Transformations.
Location
Greater Indianapolis, United States
Who is Thomas B Siebert? Overview
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Thomas B Siebert is listed as Customer Care, Operations, Ecommerce & Contact Center Executive - Turnaround Expert. Fixer. Strategy. Cx+Ex. BPO Experience. Customer Service + Sales Operations. B2B+B2C. Business & Self-Serve/Digital Transformations. at Consulting, based in Greater Indianapolis, United States. AeroLeads shows a matched LinkedIn profile for Thomas B Siebert.
Thomas B Siebert previously worked as Freelance- Contact Center Strategy, Operations & Leadership Development, E2E Process Design at Consulting and Director- National Sales + Service Contact Center, Strategy & Operations at Finishmaster, Inc.. Thomas B Siebert studied at Learning Highlights.
Profile bio
About Thomas B Siebert
My Purpose & Value• Leadership: Understanding business & client requirements, linking to call center performance• Team Development: Up-skilling operations management talent & BPO partners, increase ESat• Environment: Improving on-boarding, training, scheduling, compensation, process, PMO• Data: Using BI/Business Intelligence/Analytics to improve operations & business processes• Tools: Delivering IVR, agent desk top- tools & self-serve programs that meet customer needs• Performance: Improving P&L (revenue/expense), CSat, ESat, FCR, QA, Service Delivery• Strategy: Building & executing business plans to meet company, customer & business unit targetsQualification Highlights• Call Center leader at scale (1400 seats/5 centers, direct+oversight), deep operating management skills• Customer Care, Sales, Advocacy leader building strategy aligned to deliver corporate goals• Client Relationship owner (B2B/B2C). COE. Focus Account Management on client retention• Supports talent with E2E agent tool suite- CRM, KB, WFM designed to drive business results• Channel Strategy Optimization- skilling, routing, scorecards, tiered programs, career paths• Drives Cross-functional team technology solutions; ensuring corporate goal alignment• Builds Strategy Road Maps, Business Process Maps, Executive Pain Point Solutions• Adaptable to corporate life cycles-start up, growth, optimization, turnaround, consolidations• Infrastructure: led requirements, design, & implementation of infrastructure, processes & operations• Client Ownership: i.e., Amazon, Starbucks, Vanguard, Nordstrom, Chevron, M&T Bank, Kodak• Business World: Service & Sales, B2B & B2C, On & Offshore, Local & Global, Start-up & EnterpriseBusiness Consulting | Business Development | Business Intelligence (BI) | Business Operations | Business Solutions | COE Center of Excellence | Client Services | Compliance | Consultative Selling | Continuous Process Improvement | Corporate Strategy | CSAT | Customer Experience Management | Customer Interaction | Customer Support Success | Decision Making | Distribution Strategies | External Communications | Financial Analysis | Forecasting | Financial Responsibilities | Global E-commerce | Inspiration | Interpersonal Communications | LMS | Lean Six Sigma| Machine Learning | Organization Skills | People Development | Public Speaking | Relationship Building | Revenue Generation | Sales | Software as a Service SaaS | Strategic Thinking | Team Motivation Leadership | Thought Leadership | Training & Development | Written Communication
Current workplace
Thomas B Siebert's current company
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Consulting
10 roles · 33 years
Thomas B Siebert work experience
A career timeline built from the work history available for this profile.
Director- National Sales + Service Contact Center, Strategy & Operations
Exit: RIF/Companywide- Leading hands-on design, development & operational deployment for a multi-channel inbound sales, service & eCommerce website support contact center program, supporting 148 national store network.
Jan 2021 - Nov 2022
Freelance- Contact Center Strategy, Operations & Leadership Development, E2E Process Design
Consulting
- Conduct end-to-end analysis including sales, account management, contact center operations- Establish effective 'Current State' to ensure understanding of baseline operational challenges- Design 'Future State' process including organizational and operational architecture- Build 'Bridge', transforming environment from Current to Future State to achieve business goals
Apr 2018 - Jan 2021
Sr Director, Client Services Bpo (Account Management Operational Performance)
Exit: RIF- New BPO Travel Vertical team eliminated during corporate-wide RIFLargest BPO (Business Process Outsource) serving North America, 70% of Fortune 500 - Created client business plans-designed to focus strategic and contractual operating performance - Designed operations scorecards to drive contact center performance targeting quality + expense
Oct 2017 - Jan 2018
Vice President Customer Care (Call Center Strategy & Operational Performance)
Momentum Travel Group
Exit: VP role moved from remote US to onsite Montreal, CanadaLed heavy profit center orientated Customer Care call center program, growth phase.4th largest eCommerce travel (OTA) firm in North America. - Successfully partnered with BPO firm, relentlessly driving quality and revenue performance- Doubled Service program ‘revenue contribution’, 1H16 to 1H17, increased $/unit by 30%- Drove 1,000 bp improvement in Quality and FCR performance, despite quadrupling agents- Designed comprehensive Business Performance Scorecard, Quality Program, Escalation Stack- Designed first strategic Agent Tools Process Map to overhaul end-to-end technology footprint- Operated in complex multi-website, GDS, airline portal, language, and partner environment
Jun 2016 - Aug 2017
Sr Director Customer Care
Yikes (Start-Up Technology- Allows Hotel Room Access Using Phone As A Key)
Exit: Funding for start-up stopped.- Entrepreneurial/start-up venture. High-tech/high-touch customer care strategy & process design.
Oct 2014 - Jun 2016
Senior Director Customer Care & Bpo Call Center Program
- Responsible for Expedia.com U.S. eCommerce web site customer care support strategy, operations and performance program. Over 25K contacts/day (10M/year), across 5 call centers (3 BPO partnerships, combination owned/sourced, on/off shore), Tier I/II/III, 1,400 agents. - Owned end-to-end call center strategy, leadership and performance management including operations, customer experience, policy & procedure development, training, agent tool suite/CRM, project management, knowledge management, quality program, workforce management, and financial (P&L) performance for Expedia’s largest customer service program.
Mar 2004 - Jul 2013
Director Travel Operations & Bpo Call Center Solution- Expedia'S Corporate/Business Travel Division
- Small, medium & large corporate clients outsourced their entire travel program to Egencia. - Responsible for multiple call center operations, workforce management, financials (P&L), telephony (IVR, Call Flows, Agent Skilling schemes, Call Back), quality program, directly supporting account management, executive leader in sales/RFP presentations driving new/organic sales growth, and service delivery operating performance for 3,000 clients, 225 agents, 6 contact centers, 4 partners, 5 service levels, 24x7.
Mar 2004 - Mar 2007
Global General Manager-Corporate Travel & Bpo Call Center Program (F100 Clients Outsource Solutions)
ChevronTexaco, San Francisco, CA (2001-2004) - Responsible for our $90M global client relationship, account management team, business development, operating and financial performance (P&L). Led call center performance oversight, consulting services and quality program for 7 countries in the Americas, Europe and Asia PacificSun Microsystems, Palo Alto, CA (2000-2001) - Responsible for our $135M global client relationship, account management team, business development, operating and financial performance (P&L). Led call center performance oversight, consulting services, and quality program for 6 countries in Americas, Europe, and Asia PacificEastman Kodak, Rochester, NY (1998-2000) - Responsible for our $85M global client relationship, account management team, business development, operating and financial performance (P&L). Directly responsible for all functions at our Rochester, NY, call center operations near Kodak World Headquarters, including consulting services and quality program for 10 countries in the Americas and Asia Pacific
Mar 1998 - Mar 2004
Sr Director Operations
Resorts Condominium International/Rci Travel (Leisure Travel Division)
Director Travel Systems Development/Business Executive Project Sponsor- Led call center business team that developed a 2 year, $5M proprietary travel system for a $100 million retail travel operating company at RCI. Our reservation system was 90% complete when RCI was acquired.
1994 - 1997
~3 yrs
2 education records
Thomas B Siebert education
Education record
Learning Highlights
Business Administration And Management, General
Western Michigan University
FAQ
Frequently asked questions about Thomas B Siebert
Quick answers generated from the profile data available on this page.
What company does Thomas B Siebert work for?
Thomas B Siebert works for Consulting.
What is Thomas B Siebert's role at Consulting?
Thomas B Siebert is listed as Customer Care, Operations, Ecommerce & Contact Center Executive - Turnaround Expert. Fixer. Strategy. Cx+Ex. BPO Experience. Customer Service + Sales Operations. B2B+B2C. Business & Self-Serve/Digital Transformations. at Consulting.
Where is Thomas B Siebert based?
Thomas B Siebert is based in Greater Indianapolis, United States while working with Consulting.
What companies has Thomas B Siebert worked for?
Thomas B Siebert has worked for Consulting, Finishmaster, Inc., Alorica, Momentum Travel Group, and Yikes (Start-Up Technology- Allows Hotel Room Access Using Phone As A Key).
How can I contact Thomas B Siebert?
You can use AeroLeads to view verified contact signals for Thomas B Siebert at Consulting, including work email, phone, and LinkedIn data when available.
What schools did Thomas B Siebert attend?
Thomas B Siebert studied at Learning Highlights.
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