Tom Beverly Email & Phone Number

Portland, OR

Manage strategic direction of Energy Trust's network of contractors and equipment suppliers based on organizational needs, customer focus groups, and contractor input. Ensure utilities custmer service staff, and stakeholders are advised on network developments. Develop the network by adding contractors with needed specialties or in previously unserved.

Managed contract with third party call center vendor to ensure high quality operations, including ongoing staff training, on and off-site monitoring, and determining optimal staff levels. Participated in hiring process for new call center staff members. Coordinated efforts and messaging between multiple call centers and organizations to ensure consistency.

Managed technical support call center with 11 skilled representatives. Recruited and trained new employees. Wrote and implemented departmental budgets and operating plans. Determined amounts of raises and bonuses based on performance, and conducted employee appraisals. Contacted customers to resolve complex technical issues and improve relations..

Managed currency business unit with between 8 and 20 commercial tellers and supervisors. Conducted security and financial audits and reported results to client banks at the Vice President level. Administered contracts. Performed staffing functions. Performed PC repair and troubleshooting in concert with offsite IT department. Resolved customer service.

Managed department of 200 cashiers, utility workers, customer service desk associates, cash office associates, and supervisory staff members. Hired, trained, and directed customer service activities in a fast-paced retail environment. Coordinated with supervisors to ensure high levels of service, cleanliness, and efficiency. Negotiated with customers to.