Thomas (Tom) Wright Email & Phone Number

Burnsville, MN

As an agent who's an expert in this local area, I bring a wealth of knowledge and expertise about buying and selling real estate here. It's not the same everywhere, so you need someone you can trust for up-to-date information. I am eager to serve you. Here are some of the things I can do for you:Find Your Next HomeYou need someone who knows this area.

Greater Minneapolis-St. Paul Area

Supporting organizational growth by providing strategic client direction, building new relationships and maintaining existing client relationships. Main point of contact for large high volume accounts and handle all requests made by the client.

Princeton, NJ

• Developed forecast scheduling tool that provided a needs based analysis resulting in an estimated $120k annual savings in payroll.
• Responsible for successfully re-routing call traffic from 3 locations through a single centralized location eliminating the need to maintain an ACD phone system at the 3 locations.
• Developed numerous reporting tools and enhancements that eliminated many inefficiencies and provided more accurate and detailed reporting.

Eden Prairie, MN

• Management of multiple call centers with full P & L responsibility.
• Successful implementation of reservation program incorporating 24 dedicated agents to facilitate calls within a 10-day time frame.
• Coached and developed several agents into supervisor / leadership roles within the company.

St. Paul, MN

• Senior leadership role in all aspects of multi-site call center management, operations, personnel development, P & L responsibility, process improvement, quality assurance and technology implementation. Conduct.
• Reduced operating expenses by 30% through operational audits and revision of the statistical reporting process.
• Budget development with full Profit & Loss responsibility for eight call center locations.
• Coached team to top honors in CAM-X Award of Excellence program with an efficiency rating of 94.1%.
• Project manager responsible for moving / consolidating four call center locations in an 18 month period. Including telephony architecture, site floor plan and vendor relations.

St. Paul, MN

• Senior leadership role in all aspects of multi-site call center management, operations, personnel development, P & L responsibility, process improvement, quality assurance and technology implementation. Conduct.
• Developed QA program to establish company standards which resulted in increased customer satisfaction of 37%.
• Integrated QA program with a reward / recognition program that reduced agent turnover by 15%.
• Implemented CRM application for tracking client communication thus reducing time required by Call Center Managers to manage the accounts. Decreased reporting time by 50% and helped to identify KPI’s.
• Deployed CTI technology in all centers providing increased efficiencies and reducing call handle times by more than 35% and lowering operating expenses by requiring fewer agents.

St. Paul, MN

Responsible for ensuring branch profitability, productivity, efficient operations, and successful achievement of corporate goals and objectives. Directly responsible for the successful execution of project implementation, quality control, employee developments, processes, and calls center solutions. Responsible for employee evaluations, quality control.