Tim Thomason Email & Phone Number

Overland Park, KS, US

Telecommute

Managed daily Contact Center operations and staff with a focus on delivering exemplary customer service in a call center environment. Provided leadership and support for Contact Center staff by providing professional, accurate, and timely customer service to internal customers, patients, and network providers. Developed my Supervisors, managed staff.

Kansas City, Missouri Area

Work From Home Hub Supervisor managing a team of up to 18 PSR'S and 2 Team Leads from across the US.

Lenexa, KS

• Supervise the day to day operations of a specialized group of sales and service reps by controlling workflow to assure team, individual and department goals, revenues goals, productivity goals and/or collections loss.
• Motivate and develop associate with innovative… Show more Supervise the day to day operations of a specialized group of sales and service reps by controlling workflow to assure team, individual and department goals.
• Motivate and develop associate with innovative recognition techniques to ensure individual and team performance expectations are met.
• Ensure team compliance with quality, productivity and retention standards
• Conduct interviews and recommends talented candidates to maintain a dedicated, high performing workforce.
• Drive revenue generation results by implementing innovative solutions to overcome obstacles.

• Manage a team of up to 15 representatives and 1 senior representative to meet company expectations, drive performance results, provide customer service and handle customer escalations.
• Continuously surpass minimum business expectation goals both monthly and quarterly in all key performance indicators.
• Provide real time feedback and assistance to representatives through side by side and live remote monitors.
• Conduct coaching sessions with representatives’ daily/weekly to measure… Show more Manage a team of up to 15 representatives and 1 senior representative to meet company expectations, drive performance results, provide.
• Conduct coaching sessions with representatives’ daily/weekly to measure ongoing performance.
• Sharpen the skills of Team Leads/Senior Representatives to drive overall team performance and goals and help them achieve promotional aspirations.

• As GM I was responsible for all areas of operations and profitability for two mall based T-Mobile agent locations. This included hiring and retention, training, compliance with T-Mobile plan-o-gram, inventory.
• Oversaw day to day sales and operations of 2 T-Mobile Exclusive dealer kiosks in Oak Park Mall for Mobile 1/T-Mobile Limited to ensure profitability, policy and product adherence as… Show more As GM I was responsible.
• Oversaw day to day sales and operations of 2 T-Mobile Exclusive dealer kiosks in Oak Park Mall for Mobile 1/T-Mobile Limited to ensure profitability, policy and product adherence as well as staffing
• Created and managed the weekly scheduling to ensure proper coverage of the sales floor and still stay below the budgeted workforce hours.
• Coached and developed the sales reps to maximize sales, offer the customers the right fit total technology solution and maintain an average of 93% or higher VOC. Show less

• Analyzed past, current and future trending of cellular phone insurance activations to devise plans and marketing to increase overall profitability and take rate of the product and drive customer satisfaction.
• Demonstrated ability to creatively solve problems, develop new tactics and address implementation obstacles.
• Worked closely with Asurion’s individual carrier account teams to identify requirements and objectives specific to each carrier and tailor programs… Show more Analyzed past, current and future trending of cellular.
• Worked closely with Asurion’s individual carrier account teams to identify requirements and objectives specific to each carrier and tailor programs appropriately.
• Worked cross-functionally with many diverse areas of our organization such as Risk, Finance, IT and Customer Care to accomplish expected goals.
• Developed plans for testing and measuring tactics, track and report key metrics on program effectiveness and develop detailed carrier-specific presentations. Show less

• As Operations manager I was responsible for all aspects of logistics and repair for our cell phone warranty and loaner phone program. This included resource scheduling, inventory control and reporting, inbound and.
• Responsible for productivity and efficiency of all Handset Service representatives and Warehouse employees.
• Ensured all obligated service levels… Show more As Operations manager I was responsible for all aspects of logistics and repair for our cell phone warranty and loaner phone program. This included resource scheduling.
• Ensured all obligated service levels for our clients were met or exceeded.
• Managed vendor relations with United States Postal Service, DHL, Handset manufacturers and suppliers.
• Worked with Human Resources to create an attendance policy that protected the production environment while still keeping the employees motivated and incented..

• Manage a team of up to 15 representatives and 1 senior representative to meet company expectations, drive performance results, provide customer service and handle customer escalations.
• Continuously surpass minimum business expectation goals both monthly and quarterly in all key performance indicators.
• Provide real time feedback and assistance to representatives through side by side and live remote monitors.
• Conduct coaching sessions with representatives’ daily/weekly to measure… Show more Manage a team of up to 15 representatives and 1 senior representative to meet company expectations, drive performance results, provide.
• Conduct coaching sessions with representatives’ daily/weekly to measure ongoing performance.
• Sharpen the skills of Team Leads/Senior Representatives to drive overall team performance and goals and help them achieve promotional aspirations.