Tom Brady Email & Phone Number

• Contact Center Performance Reports – Builds and maintains statistical contact handling reports and other ad hoc reports leveraging various data sources to communicate the various key performance indicators. Analyzes and investigates contact center and frontline performance trends. Presents reports for contact center leadership and support teams that meets high standards of quality and data integrity.• Workforce Management of Contact Center Activities – Provides recommendations for the overall planning needed for incoming and outgoing contacts as well as other activities. This includes determining the appropriate times for various activities, overtime recommendations, and vacation calendar availability. Maintains databases and reports concerns with data integrity to leadership timely.• Communications - Keeps leadership informed and produces management reports on contact center activity which may include workforce planning, scheduling, service levels, staffing needs, future staff planning, systems issues and unresolved customer complaints. Recognizes and recommends operational improvements.

Westlake, Ohio, United States

• Provide metrics reporting and data analysis support to CES Support Center Director and leadership team for customer experience, inside sales, business services and service and delivery support functions.• Provide data analysis to understand customer trends, operational concerns and root cause reporting. • Assist Director CES Support Center with presentation material preparation Leadership Team and AmeriGas executive meetings by preparing data slides as needed.• Assist department managers with trend analysis as requested including workforce management metrics, quality metrics, customer service trends, and other analysis as needed.• Gather delivery/service coordinator specific performance metrics for Delivery and Service managers. Highlight trends and areas of interest.• Assist with analysis of department financial performance and forecast.• Special project work as required by managing Vice President.

Westlake, Oh

• Provide front line support to the Business Services Team, other AmeriGas departments and local offices. This includes but is not limited to performing quality control checks and updates to ensure outstanding service was provided to Business Partners, via a complete and accurate SAP account setup process. • Responsible for staying current on all updates to the SAP system and ensuring that the processes are followed by employees and updated accordingly. • Expert knowledge of SAP Sales and Distribution, Business Intelligence, ABAP Workbench and Pricing functions.Responsible for staying current on all updates to the SAP system and ensuring that the processes are followed by employees and updated accordingly. •Expert knowledge of SAP Sales and Distribution, Business Intelligence, ABAP Workbench and Pricing functions.

Westlake, Ohio

• Work closely with field management and essential internal departments to determine needs and develop more efficient ways of data processing to free up time to achieve their sales and retention goals.• Managed a 50-person team responsible for daily interactions and work completion for our business partners; interviewed and hired approximately 80 seasonal staff members• Coordinate with Central Region management and districts to orchestrate the processing of all essential customer data and contract creation tasks• Assimilated processing of all work for Business Services Department in Eastern, Southern, and Western regions which required expedited workflow

Westlake, Ohio

• Formulate business process improvement activities in business services group and central region from identification to implementation.• Consult with process coordinator, central region management, and field personnel to identify and prioritize processes for continuous improvement. • Assist in the development of schedules and communication of status updates for process improvement activities and determined which processes required workflow tools. • Collaborate with managers to measure and monitor implemented processes and provided training and coaching as required.

• Lead QA team who perform call monitoring for cross site Call Center of up to 240 agents and provide feedback to management.• Compile and track performance trends at team and individual level and reports to management.• Provide knowledge base of Call Center operations and best practices to strive for continuous improvement of the Centers’ performance and our customers' experience with AmeriGas.• Identify trends and offer feedback and recommendations to management team on agent, team, and site level performance. • Review call monitoring program updates, purpose, and vision with supervisors to assure consistent application of quality assurance standards and program buy in.• SAP Subject Matter Expert

Responsible for 15 to 20 call center employees, conducted ongoing coaching and development along with daily support. Front line customer resolution of escalated issues.

Started as a part time teller in 1987

Economics

Studied toward economics degree

Sociology

Education record