Thomas Moore Email & Phone Number

Chicago, Illinois, United States

• Responsible for creation of learning curricula and training content designed to help new hires learn various Customer Success roles in the Identity Management space at TransUnion.
• Created assessments to determine knowledge retention and create opportunities for further dialogue learning and clarification.
• Created training videos so learners could learn at their own pace. Reduced the time needed by Subject Matter Experts to repeat training multiple times.
• Conducted focus groups to define learning objectives to ensure training content would meet the needs of the business.
• Created surveys and conducted follow-ups with learners and hiring managers to determine training success. Made adjustments to ensure most valuable training materials, activities and content were being put forward.
• Developed interactive training events leveraging various methods of audience engagement to ensure audiences were actually learning versus just “listening” to a presentation.

Chicago, Illinois, United States

• Managed a global Customer Success Team responsible for implementing real-time SaaS-based Fraud and Identity Management solutions for our customers.
• Responsible for supporting changes and enhancements for existing customers once they were in production.
• Total real-time Fraud and Identity customer portfolio over 1000 customers, representing a book of over 100 million in annual revenue.
• Supported 3 distinct platforms and approximately 15 unique products across those platforms.
• Completely overhauled the end to end operation and function of the customer success team during the first six months in this role.
• Successfully assessed and improved processes for managing customer on-boarding projects.

Chicago, Illinois, United States

• Served as Technical Program Manager for all projects and initiatives related to TransUnion Consumer Interactive (TUCI), the largest Global Fraud Solutions real-time decisioning, representing 80% of all Global Fraud.
• Managed all aspects of the technical implementation process for the most strategic TUCI partners.
• Managed Project Managers who worked high complexity implementation projects for TUCI.
• Responsible for reporting TUCI success metrics and key KPIs to a Steering committee on a bi-weekly basis.
• Lowered overall time to production for TUCI implementation projects from 70 days to 45 days on average.
• Successfully managed the migration of a significant portion of TUCI volume from legacy platform to new Decision Center platform as well as the on-boarding of new key strategic partners such as Capital One and Chase.

Chicago, Illinois, United States

• Responsibilities Included:Fraud and Identity Management
• Managed all implementation phases for projects (new and change requests) designed to implement real-time, Identity Fraud Management solutions for top tier customers. (I.e. American Express, Bank of America, Fifth Third.
• Work directly with customers and BA resources to gather and document solution requirements.
• Manage customer resources, internal TU resources and third party vendors to execute project tasks and meet solution delivery dates.
• Directly responsible for solution configuration and testing.
• Managed migration of entire fraud management customer base. Exceeded target delivery date.