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 regions. Manage the administrative staff to ensure accuracy of trade ally records, including insurance certificates, trade ally agreements, and… Show more 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 regions. Manage the administrative staff to ensure accuracy of trade ally records, including insurance certificates, trade ally agreements, and customer feedback. Speak on behalf of Energy Trust and the Trade Ally Network at public events. Develop and deliver relevant training for trade and program allies. Manage communications with trade allies, including the content and direction of the Insider newsletter. Show less

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 and accuracy of messages. Wrote and administered annual customer service and trade ally coordination budget. Managed contract outreach… Show more 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 and accuracy of messages. Wrote and administered annual customer service and trade ally coordination budget. Managed contract outreach consultants who provided training for call center staff and participated in events throughout Oregon on Energy Trust's behalf. Designed and managed customer IVR system, and coordinated with IT department for updates. Managed organizational speakers’ bureau, including speakers from third party contract organizations, and assigned speakers to events based on their areas of expertise. Presented Energy Trust information at workshops and events. Developed and maintained call center and website statistical reports and complaint reports for use by utilities, the Energy Trust board, the Oregon Public Utility Commission, and internally. Investigated and responded to complaints from participants and trade ally contractors, acting as mediator when necessary. Managed GIS mapping contract to provide various maps, based on organizational needs. Acted as principal outreach manager for Native American tribes residing in Energy Trust service territory. Show less

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. Installed, configured and administered Heat call logging software and knowledge base. Conducted meetings and training sessions. Acted as liaison with… Show more 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. Installed, configured and administered Heat call logging software and knowledge base. Conducted meetings and training sessions. Acted as liaison with point-of-sale software vendors working in partnership with Rentrak. Motivated employees to reach departmental and company goals. Tested and distributed new versions of proprietary software, and maintained version control information. Developed reports from Unify and Oracle SQL scripts in a Dynix environment. Assisted quality assurance department in administering site beta testing of point-of-sale software. Acted as organizational liaison with Video Software Distributors’ Association. Show less

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 issues with client banking organizations. Coordinated with armored transportation and coin services within Brink’s to ensure consistently high… Show more 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 issues with client banking organizations. Coordinated with armored transportation and coin services within Brink’s to ensure consistently high levels of service. Managed currency inventories for client banks and reported on movements of currency to individual branches. Audited and supported ATM field personnel. Wrote and administered operational budget. Ensured adequate numbers of staff were armed and properly trained in firearms use at all times. Show less

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 resolve complaints in the most beneficial manner. Directed the activity of several service-related committees.