Tom Deans Email and Phone Number

Provided technical support to Verizon's Agent Partners and end-users in the entire U.S., acting as Subject Matter Expert regarding Verizon Telecom and Business services in the repair arena.

customer advocate and escalation point for telco repair issues for multiple Fortune 500 companies within Verizon Business.

Hand-picked by a former manager to start a relationship enhancing program for some of Verizon's largest and toughest customers.Given a list of customers and advised to simply seek out the decision makers of each and solicit their opinions of Verizon's service delivery (truly a ground floor start).Personal performance was graded on a composite of customer surveys by businesses such; Achieved over 95% ratings as "excellent/very good".Was a top performer in the Mid-Atlantic region and… Show more Hand-picked by a former manager to start a relationship enhancing program for some of Verizon's largest and toughest customers.Given a list of customers and advised to simply seek out the decision makers of each and solicit their opinions of Verizon's service delivery (truly a ground floor start).Personal performance was graded on a composite of customer surveys by businesses such; Achieved over 95% ratings as "excellent/very good".Was a top performer in the Mid-Atlantic region and was recognized with President's Club status and given a trip to Orlando in the first year.Numerous customer commendations for extraordinary service.Traveled nationwide for customer meetings to discuss the Verizon relationship. Show less

Managed 20-30 employees in a call center environment

Successfully handled billing and pricing inquiries, and customer service issue resolution.Project Managed implementation of all services acting as liaison between Network Engineering and client, coordinating premise visits, on-site requirements, and expedites.Created spreadsheets for team to ensure accurate information and pricing provided.Training Committee coordinator acted as Subject Matter Expert for all new products, services and internal processes via sales presentation and… Show more Successfully handled billing and pricing inquiries, and customer service issue resolution.Project Managed implementation of all services acting as liaison between Network Engineering and client, coordinating premise visits, on-site requirements, and expedites.Created spreadsheets for team to ensure accurate information and pricing provided.Training Committee coordinator acted as Subject Matter Expert for all new products, services and internal processes via sales presentation and execution.Sales Committee coordinator, devised high-impact presentations to boost office morale and motivate increased revenues through sales strategy planning and implementation.Began an escalation desk to assist management in handling irate customer complaints.Frequently requested to fill in for Management during their absence and subsequently promoted within a year to Team Leader.Created a program to measure order handling and enhanced efficiency by over 300%.Led efforts to increase on-line availability to enhance call handling and moved office access from 88% to 96% (percent of calls answered in 20 seconds or less).Led a team of 33 consultants in first year of management, wrote and covered yearly performance reviews for each.Traveled the east coast to promote reinvention of the employee/individual. Show less

Proven sales record, exceeding revenue quota placing residential high order volumes while providing excellent customer service in fast-paced environment.Selected to lead, develop responsibilities for, and supervise a group of Representatives responsible for processing thousands of deposits in Mid Atlantic region.Was known as a change agent for being a positive role model for embracing change.Consistently placed in the top one percent of office sales and was rewarded in first year by… Show more Proven sales record, exceeding revenue quota placing residential high order volumes while providing excellent customer service in fast-paced environment.Selected to lead, develop responsibilities for, and supervise a group of Representatives responsible for processing thousands of deposits in Mid Atlantic region.Was known as a change agent for being a positive role model for embracing change.Consistently placed in the top one percent of office sales and was rewarded in first year by a company sponsored trip known as The Winner's Circle. Show less