Thomas Grattan Email & Phone Number

Plano, Texas, United States

Phoenix, Arizona Area

Lead and developed 7–12 leaders across multiple service channels, exceeding people, customer, and productivity operational objectives through a people first coaching and development focus. Improved team member engagement from 63% to 94.5% from 2018 to 2021. Improved CSAT from 66% to 80%. First touch resolution and resolution cycle time consistently improved since Q3 of 2020. Focus in 2019 – 2021 was on leaders new to the role and new to Grainger with specialized post training orientation, mentorship, and development.

Us. South East Regoin

Guided 12 leaders across 7 contact center markets in the southeast region. Surpassed people, customer, and productivity operational objectives through a people first coaching and development focus. Consolidated operations from 30+ regional sites across the US to 3 large sites to leverage scale and reduce variation in 16 months. Maintained customer, people retention, and cost to serve targets.

Greater Atlanta Area

Developed and deployed day-to-day operations for Atlanta Service Center, including inbound telephone channel; customer fax and e-mail channel; seller support channel; and specialized, complexed account support channel. Managed 5 leaders with 50+ team members.• Established pilot Atlanta Service Center, with 17 team members achieving revenue, service, people, and operational expense goals in the first year with zero team member turnover in first 2 years. • Recruited, developed, and retained talent to build diverse and talented team of associates and people-oriented leaders.• Met all operational goals for 9 consecutive years starting in 2004 in revenue growth, customer service/ transactional customer satisfaction targets, people development and engagement goals, and expense management.• Served as contact channel operations subject matter expert for Grainger, leading multiple contact channel projects since 2003 culminating in Customer Service Evolution initiative, which resulted in creation of new U.S. Contact Center Organization in 2014.• Recognized as Manager of Operational and Service Excellence for the Southeast Region in both 2001 and 2010.• Received Leader of Excellence Award, Southeast Region for 2006 and 2007 by my peers for exceeding team member retention target (+92%), Customer Satisfaction goals (81-85%), and first contact resolution goals (>75%) • Accepted Customer Service Leader Award for U.S. Customer Service in 2008 and 2009 for expanding service center operations across North Carolina, Florida, and Texas (5 operation centers).• Received Leading the Way / Raise the Bar Award, South Region in 2013 for achieving top 2% results within peer group for US Customer Service Operations

Columbus, Georgia Area / Orlando Florida / Tampa Florida

Lead teams and improved operations across the SE Region.

Tampa/St. Petersburg, Florida Area

Tampa/St. Petersburg, Florida Area

Education record

Education record