Tom Gearing Email & Phone Number

Providence, Rhode Island, United States

• Implemented enterprise level, Omni channel Call Routing solutions supporting over 5,000 users across 27 customer contact centers accurately and 100% on time• Single Point of contact for design and deployment of call routing solutions for AT&T Large Business Marketing efforts resulting in 3% increased monthly sales and retention of high value customers• Lead SME for Virtual Hold Technology (VHT) Out-Reach campaigns including SIP/SMS technical deployment, voice talent recording and call disposition reporting generating an average of 1,200 new customers per quarter• Created SharePoint forms to allow work request submissions, tracking and concise requirements gathering to increase accuracy and communication of activities, reducing project turnaround by an average of 8 days• Lead consolidation efforts to integrate and migrate from TDM to Cloud based telephony environment • Recognized for exceptional collaboration, fostering robust partnerships with critical stakeholders, both within the organization and among external vendors.• Providing monthly briefings to senior leadership, offering comprehensive updates on the status of Call Routing projects, encompassing timelines, expenses, and vital performance metrics

Marietta, Georgia, United States

• Management, administration, and support of multiple technical platforms: Cisco ICM, AT&T Route It!, Advanced Features, Network Reporting Systems, Avaya CMS Supervisor, IVR Platforms, Workforce Management Systems, and multiple Call Management Systems utilizing Expert Agent Selection and Vectoring• Effectively managed a telecommunications platform of 3000+ toll free numbers, terminating points, and call vectors supporting a worldwide network of domestic and international contact centers• Design, code and test call flow routing scripts to meet defined business requirements• Translate business requirements into detailed system requirements for ICM

Marietta, Georgia, United States

*Accountable for management, administration, and support of multiple technical platforms: Cisco ICM, AT&T Route It!, Advanced Features, Network Reporting Systems, Avaya CMS Supervisor, IVR Platforms, Workforce Management Systems, and multiple Call Management Systems utilizing Expert Agent Selection and Vectoring. *Effectively managed a telecommunications platform of 3000+ toll free numbers, terminating points, and call vectors supporting a worldwide network of domestic and international contact centers.*Design, code and test call routing based upon defined business requirements.*Translate business requirements into detailed system requirements for ICM.*Actively Interface with multiple internal partners including PBX organization, Metrics Reporting team, Vendor Management, and National Operations Management Team.

Atlanta, Georgia, United States

• Supervised a team of 25 help desk associates. • Developed and implemented policies and procedures for newly formed CCC organization including problem identification, distribution, documentation and resolution. • Analyzed team performance through multiple statistical and reporting methodologies. • Actively interfaced with Human Resources policies and objectives through implementation of multiple processes including recruiting, training, coaching, counseling and disciplining of associates. Communicated job expectations, monitored agent calls and provided performance feedback and assessment as required.

Marietta, Georgia, United States

• Managed a team of 20 Customer Service Representatives providing call servicing and billing inquiry in the highly competitive residential telecommunications market• Created and implemented innovative developmental action plans. Increased customer satisfaction rating in excess of 50%• Reviewed and analyzed daily reports to monitor conformance in accordance with corporate goals and objectives