Tom Hartwig Email & Phone Number

Virginia Beach, Va, Us

Westfield, Nj, Us

Glen Allen, Va, Us

Hired to help a Fortune 100 company run a large project as part of their significant transformation in the customer care space.

Marseille, Fr

Served as department leader for the 3rd largest global ocean container shipping company. Report to the CEO and lead a team of >300 Customer Service managers and Staff Members to undergo significant transformation in support of off-shored production to India & Costa Rica. Executive contributor to the 3-year plan. Managed a $MM annual budget.Select Contributions:◼Implemented Customer Journey Mapping within the commercial team to better understand customer needs and provide solutions that improved the customer and company◼Decreased escalation calls to management 100% (eliminated) by forming a dedicated internal escalation team equipped to manage customer service needs, enabling leaders to focus on priorities◼Transitioned workforce to a 100% virtual environment with ZERO downtime or increase to hold time vs 3-week downtime for the USA center sister brand

Copenhagen, Dk

Functional Leader for a new territory spanning across nine (9) countries, 3rd largest by volume in the company. Led >240 staff to manage 13K+ calls weekly, not including dotted line support from the back-office organization. Managed $MM annual budget.Selected Contributions:◼Introduced Customer Loyalty Program and stood up Customer Experience Team (5-members)◼Hand-selected to merge and consolidate five (5) customer service offices into a single customer experience center◼Reduced phone calls and emails per shipment by 15% for 2-years consecutively by introducing data-driven dashboards◼Slashed employee onboarding time by 50% by implementing enhanced training program◼Transformed labor sourcing strategy, in partnership with HR, which led to a 15% increase customer satisfaction ◼Implemented feedback loop, increasing customer satisfaction ranking from bottom 20% to Top 5% in the company

Copenhagen, Dk

Hand-selected to lead new global operating system integration for Customer Service. Functional leader for largest cluster globally, by volume, with accountability for 200 employees across two locations (>7K calls weekly). Managed $MM annual budget.Selected Achievements:◼Created strategy to offshore work from high-cost Shanghai to low-cost Chengdu global service center while consolidating three (3) offices into one (1) experience center, reducing staff by ~100 FTE (35% reduction) with ZERO negative impacts◼Consolidated work in one office reducing workforce by 35% with no lasting reduction in performance or customer satisfaction ◼Developed unique data solution to drive incremental business from Customer Service, resulting in documenting 14,000 extra containers loaded

Copenhagen, Dk

Tapped to lead a transformation of a dysfunctional and poorly led customer service team of 100-members and serve as functional leader on expatriate contact center operations assignment from the USA. Managed $MM annual budget.Selected Contributions:◼Improved Employee Engagement from 25% satisfied to 83% satisfied◼Offshored booking process to shared service center, reducing staff by 12% ◼Reorganized customer service center to mimic proven successful model and introduced enhanced 40-hour off-site workshop training program which increased morale significantly

Copenhagen, Dk

Manager Level. Led 16 specialists and supervisors who are responsible for the customer service of our country's key clients and top ocean transportation intermediaries. Asked to create new team from offices consolidated into one location. Improved both employee engagement and customer satisfaction, which the highest productivity of any customer service team in the United States. Deputy to Import Customer Service Director.

Copenhagen, Dk

In charge of the global service center import documentation process.

Copenhagen, Dk

Led team of colleagues to handle the pre arrival import documentation tasks for cargo arriving in North and Central American ports.

Copenhagen, Dk

Import process specialist and systems trainer for Customer Service Team in North America

Copenhagen, Dk