Thomas O'Shaughnessy Email & Phone Number

Salem Nh

Salem, New Hampshire, United States

Windham Nh

New Hampshire

Description: Oversee all aspects of daily operations, from staffing and performance to sales planning and budget administration. Create and manage cross-functional teams to develop marketing strategies and service initiatives, and continuously evaluate internal processes. Liaise with C-level executives and clientele to forge lasting business partnerships.KEY ACCOMPLISHMENTS:- Slashed costs by 45% and improved gross profit through the implementation of new fiscal controls. - Improved service offerings, resulting in the acquisition of new clients, including Oracle, Polycom, and MobileIron

New Hampshire

Description: Drove all operational activities, with special focus on streamlining existing processes to maximize productivity and reduce costs. Assessed markets, forecasted trends, and created strategic plans of action to ensure sustainable success. Assumed hands-on role in the recruitment, hiring, and training of staff; served as mentor and coach to junior personnel.KEY ACCOMPLISHMENTS:- Sparked 35% increase in daily agent leads through the design and rollout of new staffing processes. - Secured $175K in savings by spearheading the adoption of new quality practices that minimized lead returns. - Expedited agent onboarding and increased productivity by introducing a revised training program.

Cambridge, Ma

Description: Directed customer relations, human resources, and performance improvement efforts for 24/7 team comprised of 45 support engineers and supervisors. Managed staffing levels, planned and administered budgets, and implemented metrics to measure staff performance. Worked closely with senior leadership to improve customer communications.KEY ACCOMPLISHMENTS:- Deployed numerous service improvements designed to enhance customer satisfaction, including the implementation of LogMeIn chat, tiered customer call routing, and Cisco phone system integration. - Championed the institution of a knowledge base system, leveraging Knowledge Center Support methodology. - Spearheaded creation of new team which served as liaison between support and development staff to identity which call drivers could be resolved with software code changes.

Billerica Ma

Description: Supervised daily efforts of 150+ support technicians, inside sales representatives, and team supervisors who worked in support of AT&T, Verizon, Cox Communications, and HP. Continuously evaluated team efficiency and client satisfaction, and engineered projects to optimize training processes, service delivery, and client relationship management.KEY ACCOMPLISHMENTS:- Maximized revenues through the design and enaction of several sales incentive programs. - Implemented metric reporting for clients and senior management, resulting in targeted overviews of key sales and service indicators.

Description: Delivered technology consulting services to accounts across the Northeast, and served as key customer contact for major clients. Composed project proposals to augment database, business intelligence, and portal service offerings, and presented regular status updates to senior management. KEY ACCOMPLISHMENTS:- Outperformed $1.5M sales quotas year after year by more than 195%; earned $5M+ in sales in 2007 alone.- Won several new contracts in 2009, including $266K with Wellington Management and $295K with Monster.com.

Bedford, Ma

Description: Leveraged communications and relationship-building expertise to manage and expand major accounts, including contracts with Anheuser-Busch, Phillips Petroleum, Edward Jones, Center for Disease Control, and Computer Science Corporation. Presented authentication and network security options and forecasted quarterly sales results.KEY ACCOMPLISHMENTS:- Generated $500K in new business in 2001 due to extensive prospecting and creative pitching.- Named Inside Sales Rep of the Year in 2001, Q2 2001 Corporate Representative, and Q2 2002 MVP at Mid-America sales meeting for consistent exceptional sales performance.

Andover, Ma

Bs, Marketing

Bachelor'S Of Science Marketing