Thomas B Siebert

Thomas B Siebert Email and 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. @
Thomas B Siebert's Location
Greater Indianapolis, United States, United States
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

Thomas B Siebert's Current Company Details
Consulting

Consulting

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.
Thomas B Siebert Work Experience Details
  • Consulting
    Freelance- Contact Center Strategy, Operations & Leadership Development, E2E Process Design
    Consulting Nov 2022 - Present
  • Finishmaster, Inc.
    Director- National Sales + Service Contact Center, Strategy & Operations
    Finishmaster, Inc. Jan 2021 - Nov 2022
    Antioch, Tennessee, Us
    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.
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  • Consulting
    Freelance- Contact Center Strategy, Operations & Leadership Development, E2E Process Design
    Consulting Apr 2018 - Jan 2021
    - 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
  • Alorica
    Sr Director, Client Services Bpo (Account Management Operational Performance)
    Alorica Oct 2017 - Jan 2018
    Irvine, Ca, Us
    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
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  • Momentum Travel Group
    Vice President Customer Care (Call Center Strategy & Operational Performance)
    Momentum Travel Group Jun 2016 - Aug 2017
    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
  • Yikes (Start-Up Technology- Allows Hotel Room Access Using Phone As A Key)
    Sr Director Customer Care
    Yikes (Start-Up Technology- Allows Hotel Room Access Using Phone As A Key) Oct 2014 - Jun 2016
    Exit: Funding for start-up stopped.- Entrepreneurial/start-up venture. High-tech/high-touch customer care strategy & process design.
  • Expedia Group
    Senior Director Customer Care & Bpo Call Center Program
    Expedia Group Mar 2004 - Jul 2013
    Seattle, Wa, Us
    - 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.
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  • Egencia
    Director Travel Operations & Bpo Call Center Solution- Expedia'S Corporate/Business Travel Division
    Egencia Mar 2004 - Mar 2007
    New York, Ny, Us
    - 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.
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  • American Express/Rosenbluth
    Global General Manager-Corporate Travel & Bpo Call Center Program (F100 Clients Outsource Solutions)
    American Express/Rosenbluth Mar 1998 - Mar 2004
    New York, Ny, Us
    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
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  • Resorts Condominium International/Rci Travel (Leisure Travel Division)
    Sr Director Operations
    Resorts Condominium International/Rci Travel (Leisure Travel Division) 1994 - 1997
    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.

Thomas B Siebert Education Details

  • Learning Highlights
    Learning Highlights
  • Western Michigan University
    Western Michigan University
    General

Frequently Asked Questions about Thomas B Siebert

What company does Thomas B Siebert work for?

Thomas B Siebert works for Consulting

What is Thomas B Siebert's role at the current company?

Thomas B Siebert's current role is 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..

What schools did Thomas B Siebert attend?

Thomas B Siebert attended Learning Highlights, Western Michigan University.

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