Tom O'Donnell

Tom O'Donnell Email and Phone Number

Service Leader Executive | Call Center Operations | Customer Success | Profit & Loss | Customer Service | Leadership | Process Optimization | Performance Management | Budgeting Accountability | Customer Expereince @ GREENWAY DNA
portland, oregon, united states
Tom O'Donnell's Location
Meridian, Idaho, United States, United States
Tom O'Donnell's Contact Details

Tom O'Donnell personal email

n/a

Tom O'Donnell phone numbers

About Tom O'Donnell

Video Intro: https://www.mccoy.io/reel/todonnell Hello, I'm Tom O'Donnell. My history of success as a customer service executive and sales operations leader is my tireless drive for process improvement. I am an expert in guiding teams to achieve demanding service goals.Throughout my diverse career I have made an extremely positive impact for a number of organizations in a series of management roles, demonstrating a talent for project management and personnel development.I pride myself in exceeding all organizational and client expectations, continuously driven to generate positive, profitable outcomes for all parties involved.

Tom O'Donnell's Current Company Details
GREENWAY DNA

Greenway Dna

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Service Leader Executive | Call Center Operations | Customer Success | Profit & Loss | Customer Service | Leadership | Process Optimization | Performance Management | Budgeting Accountability | Customer Expereince
portland, oregon, united states
Website:
greenwaydna.com
Employees:
5
Tom O'Donnell Work Experience Details
  • Greenway Dna
    Global Vice President - Operations/Sales Operations/Customer Service
    Greenway Dna Feb 2016 - Present
    Portland, Oregon Metropolitan Area
    I supervised all day-to-day back-office business and sales operations for this innovative company providing medical research and solutions based on DNA testing. Numerous responsibilities included: strategic operational planning and forecasting; CRM management; KPI analysis and reporting; financial modeling.Success stories include:• Structured order fulfillment processes and policies to support sales efforts and satisfy B2B and B2C expectations.• Designed real time executive and employee dashboards to facilitate executive decision making and promote employee accountability.• Efforts were instrumental in creating numerous financial business models, boosting profits and reducing ROI times.
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  • Zoomcare
    Director Of Customer Service
    Zoomcare Apr 2022 - Oct 2023
    Portland, Oregon Area
    In this position, I oversaw all day-to-day customer care operations and processes for a regional healthcare organization specializing in on-demand health clinic service methodology. I managed a 60-person staff based in a remote employee contact center, utilizing RingCentral, ZenDesk, Salesforce CRM and other technology platforms. I engaged in strategic planning in alignment with our corporate service model, focusing on technology upgrades and process improvements.Success stories include:• Procured and launched new workforce management tool, slashing agent nonproductive time and reducing FTE headcount by 8% YoY.• Implemented and integrated numerous software platforms and technology upgrades to enhance operational efficiency and better manage a remote workforce while maintaining budget integrity.• Automated reports to improve reporting functionality, yielding a process time reduction of 12 FTE hours.
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  • Infocus, Inc.
    Global Vice President Of Technical Support
    Infocus, Inc. Apr 2015 - Jan 2016
    Portland, Oregon Area
    At SawStop, I served in an executive role in oversight of global post-sales technical support and B2B/B2C service operations for a channel sales company providing technical solutions and state-of-the-art safety equipment for high-end table saws.Success stories include:• Launched organizational restructuring in support of global expansion initiative throughout Asia, Europe and Australia.• Identified qualified vendors and negotiated vendor contracts to build regional service repair network.
  • Infocus
    Director Of Global Service & Product Delivery
    Infocus Mar 2013 - Apr 2015
    Portland, Oregon Area
    I managed post-sales support, B2B/B2C service and product delivery for this global technology hardware and software company. I engaged in personnel management, contract negotiation, vendor management, strategic planning and KPI analysis.Success stories include:• Played significant role in generating $150M+ in annual sales revenue.• Built global database to predict hardware failures and facilitate planning for spare parts/repair activities, reducing service expenses by 28%.• Employed strategic planning, process improvement methodology, and shrewd renegotiations to slash department expense burn rate from $1M/month to under $500K/month over six-month period.
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  • Multiple Companies
    Additional Historical Roles
    Multiple Companies Jan 2001 - Jan 2013
    Portland, Oregon Metropolitan Area
    Senior Operations Director – Customer Relationship Center, Knowledge Universe, Inc., Portland, ORCustomer Service Director, Wellpartner Inc., Portland, ORDirector of Customer Services/Product Installation Operations, Daverci Solutions, Hillsboro, ORManager – Technical Center & Network Operations Center, New Edge Networks, Vancouver, WADirector of Service Delivery, HCORP Inc., Portland, OR
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  • U.S Coast Guard
    E5, 2Nd Class Petty Officer
    U.S Coast Guard Nov 1980 - Oct 1984
    U.S Coast Guard 1980 – 1984, Achieved E5, 2nd Class Petty Officer, Honorable Discharge. Additional roles included Watch Leader and Search Party & Prize Crew Engineer, Recruit Company Leader, Recruit Company Commander Revamped inventory control system and rebuilt water distilling plantDirected 15 engineers in maintaining $20 million Power & Ship Support Plant

Tom O'Donnell Skills

Customer Relations Call Center Customer Service Customer Satisfaction Performance Management Budgeting Process Improvement Microsoft Office Operations Management Strategic Planning Program Management Account Management Problem Solving Sales Support Sales Management Business Analysis Vendor Management Change Management Delivering Results Executive Consultation Cross Functional Team Building Conflict Resolution Business Process Improvement Business Process Design Recruiting Cross Functional Team Leadership Team Leadership Crm Analysis Call Centers Sales Operations Management Leadership Budgets Strategy Team Building Saas Customer Retention Business Development Customer Experience Strategic Partnerships Quality Assurance Sales Coaching Project Planning Enterprise Software Product Development Forecasting Product Management Start Ups

Tom O'Donnell Education Details

Frequently Asked Questions about Tom O'Donnell

What company does Tom O'Donnell work for?

Tom O'Donnell works for Greenway Dna

What is Tom O'Donnell's role at the current company?

Tom O'Donnell's current role is Service Leader Executive | Call Center Operations | Customer Success | Profit & Loss | Customer Service | Leadership | Process Optimization | Performance Management | Budgeting Accountability | Customer Expereince.

What is Tom O'Donnell's email address?

Tom O'Donnell's email address is to****@****ier.com

What is Tom O'Donnell's direct phone number?

Tom O'Donnell's direct phone number is (503) 638*****

What schools did Tom O'Donnell attend?

Tom O'Donnell attended Florida State University, University Of Oregon.

What are some of Tom O'Donnell's interests?

Tom O'Donnell has interest in Management, Enjoying The Beautiful Oregon Wilderness, Rebuilding A 1966 Ford Mustang, Mountain Biker, Leadership Philosophy Junkie.

What skills is Tom O'Donnell known for?

Tom O'Donnell has skills like Customer Relations, Call Center, Customer Service, Customer Satisfaction, Performance Management, Budgeting, Process Improvement, Microsoft Office, Operations Management, Strategic Planning, Program Management, Account Management.

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