Thomas Hermanns's Location
Spring, Texas, United States, United States
Thomas Hermanns's Contact Details
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About Thomas Hermanns
PROFESSIONAL SUMMARYTraining and People Development Leader with 30+ years in Leadership, 21+ years in Training & Development, 11+ years supporting international organizations, and 9+ years of Call Center Experience. Proven record of working collaboratively with cross-functional teams to produce high quality deliverables.Additionally skilled in the following areas:♦ Collaborative Leader who seeks to provide the best overall solutions♦ Highly customer focused, whether internal or external ♦ Client management and key account relationship management ♦ Operations efficiency specialist, implementing best practices and improving KPIs ♦ Trusted advisor to high-profile clients ♦ Creative leader, adept at building and managing peak-performance tech support teams ♦ Top performer who thrives in high-expectation, high-stress environments ♦ Confident, take-charge executive with exceptional follow through ♦ Articulate communicator, transcending global language and cultural barriers to build rapport and trust across all levels ♦ Accomplished leader, known for integrity and a strong work ethic ♦ Enterprise change agent, establishing strong “success-based” cultures CORE COMPETENCIES♦ P&L management ♦ Business development ♦ Multi-site management ♦ Start-ups and turnarounds ♦ Root cause analysis ♦ Strong attention to detail ♦ Resource planning ♦ Technical support and customer experience best practices ♦ Training and development ♦ Customer acquisition and loyalty ♦ Process re-engineering and change management ♦ Benchmarking and performance metrics ♦ Talent selection, training, and mentoring ♦ Committed to exceeding customer expectations ♦ Solid record of igniting stagnant business and transforming declining operations ♦ Meticulous about quality control ♦ Passionate about hands-on leadership by example ♦ Multi-channel service delivery ♦ Workforce management ♦ Analytics ♦ Vendor management ♦ Consistent record of achieving unprecedented results ♦ Global cross-cultural business experienceCURRENT/PREVIOUS CERTIFICATIONS:♦ ThinkTank Collaboration Facilitator ♦ DDI Certified Instructor
Thomas Hermanns's Current Company Details
Apm (An Affiliate Of Ge Vernova)
Director of Training and Leadership Development
Spring, TX, US
Thomas Hermanns Work Experience Details
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Director Of Training And Leadership DevelopmentApm (An Affiliate Of Ge Vernova)Spring, Tx, Us
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Director Of Training & Leadership DevelopmentApm (An Affiliate Of Ge Vernova) Jun 2018 - Present• Lead, manage, and direct the daily operations of the Training & Development Center.• Develop and implement training curriculum to continually improve operational excellence specific to Leadership Development, EHS, Quality, Productivity, Human Performance, and new competencies as required.• Manage a $4M+ training budget and ensure programs or implemented economically and efficiently while coming in at or under budget year after year. • Researched and implemented an Learning Management System (LMS) system for APM which integrated into our business operations software called AirTime. This allowed for us to ensure employees have the correct training for the jobs they are assigned to.• Research and analyze job performance data to identify curriculum needs for continuous improvement.• Developed Leadership Competencies for the various pay bands within APM and aligned them with APM's Cultural Pillars. Then provided training resources to support development within each leadership competency. • Consult with the Operations team in the design, development, and evolution of the curriculum to strategically align with the vision and goals of the business.• Research, identify, and manage internal and external professional trainers to implement training programs.• Establish rhythms and procedures with the shareholder and labor partners to leverage existing training & tools.• Ensure training records are updated and maintained within the appropriate systems, including employee files and/or the Learning Management System.• Partner with local school districts, vocational schools, customers, and labor unions to ensure the Training & Development Center is being fully utilized throughout the year. Ensure the financial performance of the Training & Development Center, including strategy for the external marketing of the center as a venue for rent.• Develop measurement and evaluation of curriculum to ensure improvement as required to continually meet strategic business goals.
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Regional Training Manager, Us & MexicoTechnipfmc Dec 2014 - May 2018Newcastle Upon Tyne, Gb• Single Point of contact for all training content development and delivery occurring in the Region• Oversees the region’s utilization of the company’s learning management system (LMS) and reporting of training activity and metrics • Manages the Learning Center facilities within a locally defined region • Personnel responsibility for shared training resources and Learning Center personnel• Responsible for the process, framework, design and delivery of all training within the region that is not addressed by FMCTU Schools, such as project specific or other ad hoc training needs whilst maintain FMCTU standards• Partner with regional leadership to identify all training needs in priorities by business unit, project and Job• Be the main link between the region and the Global FMCTU teams; influence and partake in global training discussions ensuring global initiatives are addressed locally and that local and regional training needs are met• Oversees and set volume of training being scheduled for all work groups in the region • Manage the local Competency Systems and audits of Training, Competency and Talent Management for the region• Act as local manager for all FMCTU personnel whose line manager is in another geographical location• Work with FMCTU and regional leadership to identify and realize a multiyear roadmap for the development of FMCTU in the region. • Ensure engagement & accessibility to FMCTU and smaller, periphery sites and business units that also reside within the region. -
Business Owner/General ManagerYogurtville Of Allen Nov 2008 - Jun 2017A privately-owned Texas franchise, serving all-natural yogurt as a healthy alternative to other frozen desserts. The store offers 16 flavors and 50 toppings in a unique self-serve style that charges by the ounce for their products. Launched franchise with oversight of sales, operations, finance, and facilities. Developed and implemented company strategy, including long- and short-range objectives, revenue generation, and deliverables. Managed all aspects of business, including staffing, training, customer service, purchasing, and vendor management. • Delivered profit within 18 months of launch; now one of the highest-revenue stores in the franchise. • Turned over all store operations to new store manager in 2012; now hold position as owner/financial investor only.
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Global Training Manager / Global Support Centre ManagerDe La Rue Apr 2012 - Dec 2013Basingstoke, Hampshire, GbReported to Director, Hardware Support. • Managed performance and operations for global customer and employee training centers, technical help desks, and technical publications department across 7 sites in India, China, Ireland, South Africa, England, Malaysia, and the United States. • Responsible for client relationship management.• Supported the design, development, and implementation of the Dublin Training Center.• $1M P&L accountability; managed 10 direct reports and 60 indirect reports across 3 organizations.• Marquee clients included The Central Bank of Iraq, The Central Bank of Ukraine, and Vaultex. • Portfolio of clients represented ~$300MM annual revenue to De La Rue.• Utilized ClearQuest to extract data and build a CRM knowledge base, reducing inquiries by 10% and improved response time from 40 hours to 24 hours (70%). • Aligned all business processes for 4 call centers, transitioning to a “follow-the-sun” support model, improving lean staff’s efficiency (equivalent to gaining 3 FTEs) with no additional staff added.• Established cross-functional team to design online training enrollment and tracking system for Solution Division’s staff/customer learning management program, reducing enrollment complexity/time by 50%.• Redesigned training organization’s pricing structure, increasing revenue by $200,000 annually.• In 6 months, transformed E-Sat by creating vision, direction, and support through communication and staff development plans, improving employee retention from 60% to 95% and quality of work by 25%.• Leveraged 2-6 week intensive training efforts to develop client relationships/conduct team building activities; managed all aspects of course content, lodging, transportation, and entertainment. -
Business Analyst, Worldwide Sales ProductivityTexas Instruments Jan 2006 - Nov 2008Dallas, Tx, UsReported to Director, Worldwide Sales Productivity. Responsible for identifying information resources, collecting and analyzing data, identifying critical questions and ideas, and improving sales organization’s effectiveness. Made actionable recommendations to focus sales team on developing relationships, gaining commitments, and maximizing peak efficiency. Drove consistency of process and content for outside sales.• Developed and managed a dedicated call center designed to provide field sales teams with a one-stop resource for administrative assistance, saving each sales person an entire day’s activity each month.• Project managed secured SharePoint collaborative web environments, enabling maximized cross-functional information exchange between the customer and the internal/external sales teams. • Redesigned, simplified, and supported sales tools enhancements, aligning efficiency with usability. -
Global Call Center Operations ManagerTexas Instruments Feb 2005 - Jan 2006Dallas, Tx, UsReported to Director, Worldwide Technical Support. Managed the global technical support organization across 6 sites (US, Germany, Taiwan, China, India, Japan) and 50 FTEs, providing help desk and CRM services. Managed 10-FTE outsourced call center implementation. Responsible for all aspects, including staffing, training, quality, IT, and facilities.• Project managed $1.5M transition from Vantive CRM to Siebel 7.0, collaborating with globally-dispersed 25-member implementation team to align SOPs for multi-country call centers with Siebel.• Monitored all aspects of rollout, delivering smooth Siebel transition in the US, Taiwan, and China call centers, providing business process training.• Standardized global business processes, reporting requirements, and performance measurements with Siebel Analytics and Business Objects, creating seamless communication and reducing global customer response time from ~36 hours to 24 hours.
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Technical Support Call Center ManagerTexas Instruments Mar 2000 - Feb 2005Dallas, Tx, UsManaged the Technical Support Engineers which included coaching, career development, and recruiting crisis management. Also responsible for developing analyzing reports to ensuring that the engineers met their service level agreements and performance standards. • Built relationships between Technical Support Engineers and the various businesses, which improved the customer support process and increased customer satisfaction by 30%. • Managed the Call Center outsource activities which included managing metrics, details of the contract, working through all integration issues with systems and personnel and managing the relationship between Texas Instruments and our outsource provider.• Supported the integration of products, people and support programs for several corporate acquisitions and mergers. • Designed an incentive program called "The Sales Lead Derby" and has translated into $20 Million in new business opportunities for Texas Instruments.• Developed Business Object Reports to maintain a pulse on customer support activities in the PIC, and provided valuable customer activity data to the various business groups. • Created a closed-loop Customer Satisfaction program that resulted in customer satisfaction ratings increasing from 87% to 98%. 100% of dissatisfied surveys were fully investigated and followed-up with the customer, management team & training staff.
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Global Call Center Training Manager & Outsource Integration ManagerTexas Instruments Mar 1998 - Mar 2000Dallas, Tx, UsManaged the definition, development, and implementation of educational and developmental curriculums for the Product Information Centers (PIC) worldwide and Managed the integration process and relationships of our outsource partners. • Designed & produced streaming media training for web delivery, along with evaluation exams to ensure comprehension of materials. • Participated in the interviewing and selection of new employees, and managed staff during their six week orientation. • Integrated new support processes for products obtained after corporate acquisitions have completed. • Managed the integration process and relationships of our outsource partners. • Benchmarked companies to determine best practices, and worked on integrating some of these best practices into our Call Center business processes.
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Manufacturing Training Manager, Dmos Iv Wafer FabTexas Instruments May 1995 - Mar 1998Dallas, Tx, UsManaged the daily activities of five trainers, as well as supporting the individual training and development plans for approximately 700 employees. • Identified internal and/or external learning opportunities that coincide with each employee’s own development plan and business objective. Tracked employee progress to ensure they met Texas Instruments’ training policy deployment goals as well as OSHA required certifications.• Designed an On the Job Training (OJT) program. Program was designed to train employees on specific processes in the manufacturing of semiconductors and managed through reoccurring certifications. This program was a great success. In a year where the Wafer Fab was aggressively staffing up, the OJT program enabled an actual reduction in processing errors, saving TI thousands of dollars. This program is now implemented in several of TI’s Wafer Fabs. (see resume for more)
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Trainer / Team FacilitatorTexas Instruments Sep 1993 - May 1995Dallas, Tx, UsResponsible for supporting Effectiveness Teams through the problem solving processes, and provided the appropriate training to the teams to ensure their successes. • Trained team members on how to set-up and run effective meetings, what problem solving processes to use and how to use it effectively. Trained the Teams on how to use the Seven Quality Control Tools and when to use them. Managed projects to ensure that the teams stay focused on the project timelines and tracked the progress and effectiveness.• Participated on the Statewide Semiconductor Fabrication Orientation (SCFO) team responsible for the development of the Safety Training curriculum for all of TI’s Wafer Fabs. Lead a team with several key cross-functional members representing four organizations from eight different wafer fabs. The SCFO Safety training we developed is now being used by all Dallas, Houston, Sherman and Lubbock Wafer Fab locations.• Officially certified as a DDI Instructor for numerous Team focused classes such as: “Techniques for an Empowered Workforce”, “Making the Difference”, “Valuing Differences”, “Handling Conflict”, “Working in Teams”, “ Leading Effective Meetings”, and “Participating in Meetings”.• Delivered all New Hire Orientation training for the DMOS IV Manufacturing employees.
Thomas Hermanns Skills
Management
Leadership
Cross Functional Team Leadership
Training
Program Management
Team Leadership
Business Process Improvement
Vendor Management
Team Building
Crm
Project Management
Technical Support
Strategy
Employee Training
Call Centers
Integration
Start Ups
Customer Satisfaction
Analysis
Business Process
Six Sigma
Software Documentation
Call Center
Business Process Management
Human Resources
Recruiting
Outsourcing
Sharepoint
Organizational Development
Training Manager
Training Center Management
Customer Relationship Management
Operations
Training And Development Manager
Training Logistics Management
Global Management
Thinktank Collaboration Facilitation
Thomas Hermanns Education Details
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Dallas Baptist UniversityManagement Information Systems -
Itt Technical InstituteElectronic Engineering Technology
Frequently Asked Questions about Thomas Hermanns
What company does Thomas Hermanns work for?
Thomas Hermanns works for Apm (An Affiliate Of Ge Vernova)
What is Thomas Hermanns's role at the current company?
Thomas Hermanns's current role is Director of Training and Leadership Development.
What is Thomas Hermanns's email address?
Thomas Hermanns's email address is th****@****ers.com
What is Thomas Hermanns's direct phone number?
Thomas Hermanns's direct phone number is +134630*****
What schools did Thomas Hermanns attend?
Thomas Hermanns attended Dallas Baptist University, Itt Technical Institute.
What are some of Thomas Hermanns's interests?
Thomas Hermanns has interest in Wood Working, Boating, Motorcycle Riding, Golf, Fishing.
What skills is Thomas Hermanns known for?
Thomas Hermanns has skills like Management, Leadership, Cross Functional Team Leadership, Training, Program Management, Team Leadership, Business Process Improvement, Vendor Management, Team Building, Crm, Project Management, Technical Support.
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