Tom Hartwig work email
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Tom Hartwig personal email
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🔷Client-focused and data-driven Customer Success Executive with over 20 years’ experience transforming underperforming teams, achieving productivity, & increasing customer satisfaction and loyalty with innovative solutions in global environments. Enthusiastic and flexible, with ability to influence through; conviction, data analytics, thoughtful strategies, and a commitment to culturally aligned customer success. Excellent multi-tasking and prioritization skills with a track record of utilizing strong interpersonal skills to influence and build credibility within a team-oriented, collaborative environment. Change agent skilled at formulating and promoting client success strategy, direction, and initiatives while cross-collaborating with other departments to ensure voice of the customer is represented. Visionary with unsurmountable success in developing and implementing data-driven strategies that strengthen teams, drive business value, and increase customer satisfaction and success in on and offshore customer care organizations.
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General Manager North American Customer Service/District SalesAtlantic Container Line Mar 2022 - PresentWestfield, Nj, Us -
Senior Project ManagerApex Systems Sep 2021 - Feb 2022Glen Allen, Va, UsHired to help a Fortune 100 company run a large project as part of their significant transformation in the customer care space. -
Vice President Customer CareCma Cgm Jan 2019 - Dec 2020Marseille, FrServed 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 -
Head Of Customer Service, South East Asia ClusterA.P. Moller - Maersk Jan 2016 - Dec 2018Copenhagen, DkFunctional 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 -
Director, Head Of Customer Service East And Central China ClusterA.P. Moller - Maersk Jan 2013 - Jan 2016Copenhagen, DkHand-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
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General Manager, Head Of Customer Service North China ClusterA.P. Moller - Maersk Aug 2010 - Jan 2013Copenhagen, DkTapped 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
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Import Customer Service Manager Key Clients, Usa Cluster EastA.P. Moller - Maersk Jun 2008 - Aug 2010Copenhagen, DkManager 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.
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Import Documentation Process OwnerA.P. Moller - Maersk Feb 2007 - Jun 2008Copenhagen, DkIn charge of the global service center import documentation process.
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Import Documentation ManagerA.P. Moller - Maersk Dec 2004 - Feb 2007Copenhagen, DkLed team of colleagues to handle the pre arrival import documentation tasks for cargo arriving in North and Central American ports.
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Commercial Operations SpecialistA.P. Moller - Maersk Mar 1999 - Dec 2004Copenhagen, DkImport process specialist and systems trainer for Customer Service Team in North America
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Customer Service RepresentativeA.P. Moller - Maersk Mar 1998 - Mar 1999Copenhagen, Dk
Tom Hartwig Skills
Tom Hartwig Education Details
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University Of RichmondBachelor Of Arts - Ba
Frequently Asked Questions about Tom Hartwig
What company does Tom Hartwig work for?
Tom Hartwig works for Atlantic Container Line
What is Tom Hartwig's role at the current company?
Tom Hartwig's current role is Customer Experience Leader.
What is Tom Hartwig's email address?
Tom Hartwig's email address is to****@****cgm.com
What schools did Tom Hartwig attend?
Tom Hartwig attended University Of Richmond.
What are some of Tom Hartwig's interests?
Tom Hartwig has interest in Family, Golf, Travel.
What skills is Tom Hartwig known for?
Tom Hartwig has skills like Shipping, Transportation, Logistics, Freight, Logistics Management, International Logistics, Supply Chain Management, Ocean, Supply Chain, Container, Process Improvement, Business Process Improvement.
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