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. •Created a “Consultant Development” Program designed to be a one stop shop of materials and tools to support the business' on-going consultant development goals. •We hired 35 people from early 2020 to mid-2022. I created a formal, new hire Small Group structure designed to intentionally provide new hires a place to belong and connect in a peer group setting. After a certain period they could move to a more “topical discussion” group focused on topics related specifically to their role. I used this structure to identify, recruit and develop leaders who became facilitators of these small groups. •Created new KPIs to track retention and engagement rates of new hires. •Responded to Voice of Associate surveys by volunteering for company-wide efforts to help increase overall sense of belonging and connectedness amongst associates at TransUnion.•Created and led a team building and development program designed to improve interpersonal team dynamics, increase collaboration and maximize effectiveness and production.

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.•Created and documented standard operating procedures playbook for customer success.•Hired a Project Manager, re-defined roles and responsibilities of the team, implemented standard project management practices. •Created KPIs for tracking and determining success and productivity against business unit, project and team goals. •All process improvements resulted in driving time to revenue down from over 160 days to 85 days in one year. Recognized by senior management for this accomplishment. •Improved project throughput during first year by increasing completed projects from 38 to 63. •Implemented process efficiencies that increased team bandwidth and reduced customer backlog from 18 days to 5 or less. •Reduced customer escalations by developing good working relationships and communications with sales partners and business consultants. •Developed a 45 day onboarding training playbook for new hires which reduced productivity ramp up time and improved employee performance. •My intentional mentoring, coaching and specific attention to the development plans of my team members resulted in promoting each member of my team at least one time during my tenure as manager.•Coached and mentored associates within and outside of business unit.

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 Solutions revenue, at approximately $30 million annually. •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.•Developed, trained and coached TUCI technical and sales teams, Global Fraud Solutions technical, Business Development and product teams to establish process and procedure for project implementation and engagement. •Implemented a structured approach for managing and tracking all TUCI projects and key administrative information to include project documentation and project tools. This became the standard by which all TUCI implementation projects and key project information and data were managed.

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 Bank, Capital One).•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. •Initiated and managed process improvement that resulted in reduced solution delivery cost and increased speed to market for the Fraud Management product.•Directly manage and maintain all project status documentation and communication to include: weekly status dashboards, weekly status reporting, project plans, meeting notes, action item logs, risk tracking log, etc.•Provide on-going post-implementation consulting to production customers.•Regarded as a SME in the Identity Management space.•Provide training for new hires in the Identity Manager space; involved in the new hire process from interview to on-boarding.•Achieved all professional development and organizational goals and financial incentives Credit Risk Decisioning Services•Managed all phases of projects (net new and change requests) designed to implement real-time, Credit Risk Decisioning solutions for TU customers in the financial services space.•Worked directly with customers to define and document credit risk policies and solution requirements.•Managed customer resources, internal TU resources and third party vendors to execute project tasks and meet solution delivery dates.•Was directly responsible for solution configuration and testing.