Tim Bowe Email & Phone Number

Houston, Texas, Us

Spearheading the development of an enterprise-level customer service capability that prioritizes directing customer interactions to the correct expert on the first contact, including experts in the contact center, stores, or distribution centers. This solution fosters local customer relationships and offers customers self-service options to elevate their overall experience and customer satisfaction.Responsible for all contact center responsibilities and guiding, supporting, and partnering on all things related to enhancing CX across the enterprise.

Stockholm, Se

Responsible for the Customer Care & Service – dealer & retailer call center customer support, technical support, warranty, warranty claims, escalations, product training for dealers & retailers, service training and after sales for North America. •Plan and direct all aspects of Husqvarna North America Customer Care & service policies, objectives, and initiatives•Partner with senior leadership team to determine the strategic goals, plans, and operating practices to deliver a world-class dealer and consumer experience through our products and high-performing support teams.•Actively participates in strategic planning activities. Proactively drive new strategies by anticipating and planning for future customer and service needs

Stockholm, Se

Responsible for the Customer Care & Service – dealer & retailer customer support, technical support, warranty claims, technical training and after sales for North America.•Led a team of ~150 personnel •Launched Husqvarna Service Corporation from a concept in late spring 2018 to operational by the end of the year. •Completed execution of the three year plan establishing a foundation for digital solutions and mobile tools to help get Husqvarna NA to the next level of customer service and service solutions.•Implemented multiple technology changes aimed at improving the customer experience while reducing operational costs: Directly widget, Tableau reporting functionality and streamlining daily reports. •Consolidated 4 parts distributors handling consumer calls into one outsourced call center. New agreement created minimum service levels, incentives for the outsourcer if they perform well---and---penalties if they miss service levels, reporting for customer satisfaction and by call type, 100% call recording, and we began selling parts directly to consumers.

Stockholm, Se

Responsible for the Customer Care Contact Center – dealer & retailer customer support, technical support, warranty claims, technical training and after sales for North America.•Led a team of ~150 personnel providing Customer Care and After Sales (CC&AS) for North America•Developed three year strategy focused on maturing the organization to become a strategic partner through training, quality and reporting initiatives•Identified and implemented strategic changes in processes leading to multi-million dollar savings in warranty costs, revenue generating opportunities for CC&AS, and improved dealer revenue stream opportunities that also provide a better customer experience•Directed and supervised all activities within the contact center – dealer & retailer customer support, technical support, warranty claims and technical training. •Created multiple internal projects based on supporting personnel feedback eliminate manual processes and triggered a productive communications environment within CC&AS fostering a high level of employee satisfaction and engagement•Created and implemented monthly operations reviews with CC&AS lead team as well as organizational stakeholders•Identified and led multiple collaboration efforts with Quality, Sales, Engineering and Marketing organizations fostering a team environment leading to valuable information exchanges and performance improvements•Selected by Husqvarna Executive team for Emerging Business Leader and 2018 Global Leader programs

Nashville, Tennessee, Us

• Operational relationship manager for 20 clients including 2 top 5 clients.• Provided critical operational support to key clients leading to multi-million dollar contract renewals and extensions in 2015 and 2016.• Revised customer escalation processes by coordinating with internal teams and clients which resulted in a reduction of customer escalations by ~25% during key seasonal periods.• Managing client relationships with key decision makers, building trust by understanding the client's overall business goals and coordinating with internal POCs for execution of new initiatives and operational issues.• Responsible for program operational performance, quarterly operations presentations, communication of results to clients and internal stakeholders on a monthly and/or quarterly basis dependent on client requirements.• Key interface between the client and Asurion’s internal cross functional teams (IT, Product Ops, Legal, Supply Chain, Care, and Program Management).

Mclean, Va, Us

• Led a team of business consultants focused on providing cyber security and IT services to the Homeland Security market. Responsible for business strategy, staffing, employee development, scheduling, resources, cost management and task oversight activities. • Developed multiple strategic documents and processes including, network operation center and security operation center staffing plans and program plans, ITIL based Business Services Catalog and Technical Services Catalog, and services roadmaps.• Developed future growth opportunities for client expanding their capabilities and responsibilities.• Established and managed client relationships with key decision maker and built trust by understanding the client's overall business goals which lead to the successful award of a ~$10M contract.• Extensive proposal experience coordinating responses and developing marketing strategy.• Guided client in the development of agency wide cyber security strategy; oversaw development of multiple operations plans.Certified - ITIL V3 Foundations

Overland Park, Kansas, Us

• Managed two teams with remote personnel responsible for driving all outbound programs (~2% of Sprint Nextel’s overall business) & order support for operations.• Created results-based, data-driven operating environment with focus on acquiring new customers, driving incremental revenue generation, and improving customer satisfaction across all touch points.• Provided real time management of outbound KPIs, sales forecasts, and created strong working relationships with internal marketing teams and vendor sites.• Created, modified and updated order support M&Ps used for the fulfillment and activation of ~20% of Sprint Nextel’s overall business.

Overland Park, Kansas, Us

• Managed two teams with remote personnel responsible for driving all outbound programs (~2% of Sprint Nextel’s overall business) & order support for operations.• Created results-based, data-driven operating environment with focus on acquiring new customers, driving incremental revenue generation, and improving customer satisfaction across all touch points.• Provided real time management of outbound KPIs, sales forecasts, and created strong working relationships with internal marketing teams and vendor sites.• Created, modified and updated order support M&Ps used for the fulfillment and activation of ~20% of Sprint Nextel’s overall business.

Overland Park, Kansas, Us

• Reported to Vice President of Telesales, managing 30 employees (union and non-union) across 12 locations in 6 countries.• Responsible for forecasting, planning & strategy, performance assessment & measurement, and enterprise level workforce management.• Lead POC for Telesales channel contract negotiations with outsourced vendors.• Developed, produced and provided web-based reporting analytics tool used for comprehensive performance reporting.• Developed and maintained a $140+MM annual telesales budget.• Migrated from order-taking to solution-sales framework, and dramatically improved overall customer satisfaction.• Supported consolidation of telesales locations from 22 sites to 12 sites resulting in increased sales conversion by over 50% YOY and decreased cost per transaction by 31%.• Monitored and recommended staffing changes based on KPIs and vendor performance.

Overland Park, Kansas, Us

• Provided oversight, coordination & communication of homeland security initiatives to raise awareness & engage appropriate entities.• Represented Sprint Nextel on multiple industry and government committees developing industry best practices on network reliability and disaster recovery.• Developed & implemented program for tracking, coordinating & reporting on the Network Reliability and Interoperability Council.• Developed Sprint Nextel Security Plan used to communicate Sprint Nextel’s policy, strategy & process for protecting company assets.

Overland Park, Kansas, Us

• Implemented functional re-alignment of the team from product specific silos to a customer-centric/functional organization.• Created and monitored expense forecast for department’s $10+ million dollar expense budget.• Managed team responsible for meeting with key customers AOL, Earthlink, and MSN on a weekly basis.• Developed and monitored expense and capital budget forecasts (>$20M); advised executives on financial strategy and budgetary impacts.• Developed executive level reports that documented customer and business KPIs that resulted in significant process improvements.

Us

• Lead auditor for sections of comprehensive performance audits to appraise the efficiency and economy of operations and their effectiveness.• Conducted reviews of both financial and operating controls and transactions to see how well they conformed to the established laws, standards, regulations, and procedures.• Received multiple outstanding achievement awards for audits that were completed.

Us

• Planned and performed weekly and monthly environmental and safety compliance inspections for the CIA and recommended corrective actions.• Acted as Management advisor on occupational health, environmental, and safety issues. • Developed and maintained environmental and safety programs and training for a large organization within the CIA to ensure compliance with local, state, and federal regulations.

Arlington, Virginia, Us