Tim Flannery Email & Phone Number

Mckinney, Tx, Us

Melissa, Texas, United States

Plano, Texas, United States

A pinnacle, world-class wealth management firm run by truly outstanding professionals. Privileged to have led back office operations in contributing to their ongoing success.

Celina, Texas, United States

Served the business owners, professionals and families of the city of Celina, TX as well as valued clients nationwide as a Financial Advisor with Edward Jones, a decidedly different kind of investment firm who held service to--and relationships with--individuals as paramount. Proud to have been trusted by more than 60 clients in serving their financial needs, portfolio management and protection needs for millions of dollars in total investable assets from my office in Celina, TX.

Information Dominance Corps, Nas Jrb Fort Worth, Tx

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Irving, Tx

• Reporting to CIO, direct technical support and service operations for millions of customers globally, including all Premier-level, Fortune 500 corporations and global governmental and military organizations. Manage combined operational and capital expense budgets of multiple dozens of millions of dollars annually.• Lead and manage team of 800+ employees geographically dispersed across multiple separate facilities located in Sydney, Singapore, London, Halifax, Toronto and Dallas. Lead an additional team of 500+ employees at the US Headquarters facility in Irving, TX across all lines of business to include HR, Recruiting, IT, R&D, Legal, Technical Support (customer and partner), Field Services, Workforce Management, and Marketing. 15 direct reports including 1 director, 4 senior managers, 7 managers, one KT/KCS Global Senior Program Manager and 2 technical program managers.• Served as key team member in transforming global support organization from reactive to proactive, preventative, predictive Tier 3 organization; relied heavily on use of outsource vendors, self-service automation tools and systems integrations.• Increased customer satisfaction scores from low 70’s to mid-80’s while at the same time have driven Net Promoter Score (NPS) from mid-70s to mid-80s as well by instilling “excellence in mindset” mentality throughout organization. • Piloted Kepner-Tregoe troubleshooting, problem analysis, potential problem analysis and decision-making methodologies throughout the Premier Support organization from April 2008 through January 2009. Received KT Corporation award in February 2009 for “Best Results Achieved Worldwide, 2008.” • Created productive and lasting business relationships within our most strategically aligned customer and partner accounts, routinely interacting with all levels of customer management teams from junior administrators to C-level executives.

Irving, Tx

- Direct pharmacy benefit customer service operations for 64 million customers including all 4 million+ US federal employees.- Lead and manage team of 614 employees comprised of one Certified Six Sigma Black Belt Senior Project Manager, 3 Customer Service Senior Managers, 6 Customer Service Managers, 25 Team Managers, and 580 unionized customer contact center employees – including 262 remote Customer Service Representatives.- Created Executive Dashboard metrics report to provide concise and accurate snapshot of business goals and objectives across all teams. Have seen significant operational improvement across all metrics for all teams in every area of importance for efficient call center operations to include handle time reductions, idle time reductions, escalation reductions, attrition reductions, lost order reductions, trouble ticket reductions, call quality increases and customer satisfaction increases.- Saved company $320,000 in five months (10 FTE) by decreasing Average Handle Time across call-taking population 22% by implementing call efficiency measures that include more concise online job aids, improved new-client training and focused attention to this issue by team managers during team meetings.

Richardson, Tx

Senior Operations Executive with full strategic planning & customer management responsibilities for this $365 million global division of an $800 million, 2,100+ employee corporation. · P&L responsibility for $81 million in annual maintenance revenues while leading and managing corporate staff of four senior Technical Support Managers and 43 first, second & third-level senior Technical Support Engineers in seven global offices in mission-critical 24x7 operation. Added 240 customers in three years, lost one single customer.· Aggressively managed annual Support operations & training budget of $3.88 million, consistently under budget while setting vision and directing global teams through five major acquisitions in three years, twice doubling size of company.· Directed and managed total systems support and ongoing maintenance operations for more than 600 Aspect global customers. Approved project scope, prioritization and expense funding for all field service operation projects.

Bethesda, Md

· Recruited directly by and reported to President/CEO. Directed all customer support and consulting operations for over 70 separate major global corporations from end of contract negotiations through life of customer relationship while leading and managing corporate staff of eight cross-functional individuals comprised of network engineers, support engineers, contact center consultants, and project managers. Managed annual operating budget of $1.3 million.

Fort Worth, Tx

Hired into this global diversified financial services provider to lead and manage four Systems Managers & 21 dialer administrators and business analysts in implementing efficient and strategic operation of ten predictive auto-dialers, three Campaign Optimizer systems, and enterprise-wide workforce management/forecasting software spread over four global cities.· Managed corporate-wide credit card collections operations for this $33 billion company while consistently delivering and maintaining delinquency rates 15 - 20% below collections industry averages due to aggressive strategy creation, testing and implementation. Recognized as industry-leaders in numerous national articles.

Manama, Bahrain; Rota, Spain; Lakehurst, Nj

Naval Aviation Water Survival Instructor / Search & Rescue Helicopter CrewmanNaval Mobile Construction Battalion 21, Lakehurst, NJ, March 1991 – April 1997, Naval Station Rota, Spain, April 1989 - March 1991, USS La Salle (AGF-3), Bahrain, Persian Gulf, April 1987 - April 1989Responsible to Executive Officer for management of all command administrative matters. Acted as administrative law officer in military judicial matters. Conducted emergency water survival training presentations and egress simulation training for pilots and aircrew of all branches of U.S. Armed Forces in Europe. Held SECRET security clearance.

Doctor Of Philosophy - Phd (Candidate), Business Administration, Management And Operations

Master Of Business Administration - Mba, Business Administration (Executive Communication Concentration), 3.93/4.0

Bachelor Of Arts - Ba, Political Science And Philosophy Double Major (Pre-Law), Mathematics Minor, 3.37/4.0 (Major)