Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Links
Timeline
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ANN THOMSON

Haverhill,USA

Summary

Accomplished manager with a proven track record of fostering positive environments that empower employees to thrive and succeed. Recognized for exceptional multitasking abilities, composure under pressure, and expertise in teamwork, emotional intelligence, and Microsoft Office. A dynamic professional skilled in building cross-functional teams, developing educational strategies, and coaching individuals to achieve their goals while demonstrating outstanding communication and decision-making skills in challenging situations. With over 27 years of management experience, including 10 years leading software consulting projects, a commitment to excellence consistently drives best-in-class results nationally through initiative-taking solutions and collaboration with department leaders and team members.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Training and Support Manager

HBSS
04.2024 - Current
  • Develop and deliver training programs to help users effectively utilize HBSS software applications.
  • Key responsibilities include creating instructional materials, conducting workshops and virtual sessions, assessing training effectiveness, and providing ongoing support.
  • Collaborate with stakeholders to identify training needs, stay updated on software changes, and adapt delivery methods to various learning styles and environments.
  • Work with development and product teams to address bugs, provide feedback on new features and enhance overall user experience.
  • Ensure timely resolution of customer issues and maintain high levels of customer satisfaction.
  • Manage escalated technical issues, troubleshoot complex problems, and provide effective solutions.
  • Prepared monthly work schedules.
  • Maintained appropriate staffing levels for drivers and monitors by driving a positive work culture.
  • Ensured all employees had the proper certifications, training, and licensing.
  • Worked with fleet maintenance to keep vans and buses operational and safe.
  • Developed reporting and standard operating procedures to identify issues and celebrate accomplishments.
  • Reviewed and prepared billing and payroll each month.

Area Operations Manager

North Reading Transportation
12.2021 - 09.2023
  • Served as the primary contact to the school district to ensure strong collaborative relationships with key stakeholders in the school district.
  • Fostered frequent communication with staff to ensure employees had available resources to achieve the daily operational task successfully.
  • Collaborated with safety leaders to establish and maintain a ‘safety-first’ culture.
  • Daily, weekly, and monthly review of key operational metrics.
  • Interviewed, hired, and trained new transportation coordinators/supervisors.
  • Identified and cultivated a pipeline of internal talent for next-level positions.
  • Prepared monthly work schedules.
  • Maintained appropriate staffing levels for drivers and monitors by driving a positive work culture.
  • Ensured all employees had the proper certifications, training, and licensing.
  • Worked with fleet maintenance to keep vans and buses operational and safe.
  • Developed reporting and standard operating procedures to identify issues and celebrate accomplishments.
  • Reviewed and prepared billing and payroll each month.

Manager of Dispatch and Scheduling

Transdev North America
06.2019 - 12.2021
  • Led the scheduling and dispatch department staff for Transdev’s the Ride MBTA Service Call Center, virtually and remotely.
  • Improved and demonstrated how the management team utilizes the When I Work Scheduling system, resulting in a more efficient scheduling system for all employees in the center.
  • Coordinated, evaluated, and communicated regularly with the MBTA to successfully launch Routematch, a new software implemented in 2020.
  • Developed Standard Operational Procedures for the transition of the new Routematch software for the MBTA The Ride Program.
  • Ensured efficient driver, and employee schedules were efficient and executed to meet service objectives for vendors and MBTA / ADA regulations.
  • Managed team to develop and dispatch scheduled transportation routes, in addition to the responses for same day rider communications with customers and driver emergencies.
  • Established and deployed standards for employee performance (Standard Operational Procedures).
  • Identified opportunities for improvement and collaborated with various parties to develop new processes to improve efficiency and customer satisfaction.
  • Trained, mentored, motivated and supervised staff to reach their full potential to achieve performance objectives.
  • Employee recruitment activities included conducting interviews and selecting job candidates.
  • Consulted with department supervisors and other teams to evaluate needs and discuss corrective actions for individual concerns.
  • Resolved complaints and eliminated delays by collaborating with vendors, peers, and subordinates to update strategies.
  • Revised schedules to account for changing designs, shortages, and other types of interruptions.
  • Directed and motivated a 37-person team of production staff.
  • Maintained accurate records of production status in SharePoint and When I Work software.
  • Investigated, provided, and submitted information to quality department about special incidents, events, and complaints.
  • Monitored project progress and presented status to leaders to solve productivity issues.
  • Consulted with department supervisors, vendors, and management teams to evaluate needs and discuss corrective actions for individual concerns.

Manager of Customer Contact Center

Center Jn Phillips Glass Co
11.2018 - 04.2019
  • Managed and directed the daily operations of the customer experience center and participated in service requests as needed to meet goals.
  • Assisted the Vice President of Field Services in identifying gaps in customer service and recommend improvements through the preparation and interpretation of business analytics across the organization.
  • Developed and implemented ongoing quality and process improvement and set schedule for extended hours coverage.
  • Ensured corresponding policies/ procedures were composed, communicated, and adhered to with team and other departments.
  • Liaison with other executives in field service, finance, technology, sales to advocate for customer experience improvements, decreasing wait time by 25%.
  • Selected, developed, motivated, and lead staff for optimal customer experience.
  • Ensured associates had appropriate training to meet customer satisfaction.
  • Provided ongoing feedback with coaching sessions, team meetings, spot checks, call observations, of performance standards, by monitoring key performance metrics (including calls per hour, abandoned calls, service levels, abandon rates, not ready times, and customer service).
  • Determined customer service procedures by maintaining customer interaction, conducting surveys, forming focus groups, and sharing best practices.
  • Developed customer service procedures, policies, and standards for customer service department.
  • Interviewed, trained, and supervised customer service personnel.

Verizon Manager

Verizon
09.1998 - 12.2017
  • Managed up to 100 employees and have had up to 32 direct reports (Customer Service Assistants) handling customer repair calls.
  • Awarded 2016 Customer Service Award presented by the Executive Vice President for decreasing the repair interval for Verizon enterprise business by 50%.
  • Produced the best quality Business repair results for NE Region in 2012, 2014, 2015, and 2016.
  • Utilized creative and resourceful means to solve complex customer issues.
  • Assisted with software testing, training, and implantation to successfully transition from legacy software.
  • Administered absence control plan, scheduling, overtime, and managed labor issues in a union environment.
  • Coordinated interdepartmental escalations to all levels of management and departments to drive a positive customer experience.
  • Partnered with Field work groups to meet customer commitments and Operations Metrics.
  • Provided developmental training, conducted observations to identify gaps and ensure adherence to processes to maintain customer satisfaction targets.
  • Developed databases to improve tracking of employee and customer service issues.
  • Frequently appointed to manage the duties of my superior.
  • Worked with ROS (Regional Operations Support) and Staff support with system testing, implementations, and processes.
  • Applied knowledge and understanding from prior positions to improve job efficiency.
  • Developed training material for employees to improve customer satisfaction.
  • Evaluated operational trends and made initiative-taking strategy adjustments to improve the alignment between performance and objectives.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures, and improve bottom-line profitability.
  • Cross trained employees on additional job duties to ensure coverage of all functions were assigned and completed.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Provided staff support and analysis for multiple centers responsible for the installation and repair for residential and small business voice and data lines.
  • Project managed the development for new call centers in preparation for the sale of Northern States to Fair point communications.
  • Additional duties incorporated organizing meetings, composing, and distributing meeting minutes that outlined every team member’s task, timeframe and progress.
  • Assisted each affiliated organization tackle roadblocks and meet deadlines to exceed regulatory metrics, and customer satisfaction standards.
  • Audited and creatively enforced compliance of the Verizon absence control plan for multiple centers that improved employee attendance by 15%.
  • Prepared PowerPoint Presentations and Business documentation for Frontline Employees, Management and Executives.
  • Trained New England Dispatch Centers utilize tools (reports and observations) in the Avaya ACD to enhance efficiencies and identify low performers.
  • Coordinated emergency plans during service outages, and employee training and development.
  • Monitored adherence to schedule, service levels, and other duties involved with a call center environment.
  • Analyzed and documented processes; assisted with methods and procedures.
  • Chaired weekly performance observation sessions with the EVRC management team.
  • Conducted weekly meetings with team to relay results and focus on objectives.
  • Member of Cross Functional team arbitrating with Union Stewards and employees.
  • Coordinated with other departments to analyze and evaluate customer satisfaction.
  • Delivered and developed training programs with VRRC and New England.
  • Composed presentations for top level executives in my organization.
  • Delivered the highest Productive Dispatch Out results in the Northeast.
  • Exceeded expectations of a regional basis, nominated for a Verizon Excellent Award.
  • Developed innovative methods to communicate Verizon’s targets and objectives within the VRRC, fostering employee ownership, accountability, teamwork

Education

Bachelor's Degree - Leadership

Northeastern University
Boston, MA

Associate's Degree - Liberal Arts

Northern Essex Community College
Haverhill, MA

Skills

  • Problem-solving proficiency
  • Data analysis skills
  • Business management expertise
  • Call center management
  • Team leadership
  • Clear communication skills
  • Customer relationship management
  • Issue resolution skills
  • Conflict resolution strategies
  • Advanced skills in Microsoft Office
  • Resilience in challenging situations
  • Conflict resolution expertise
  • Process creation and management
  • Attentive listening abilities
  • Oversight of incident response
  • Experience with systems integration and automation
  • System deployment
  • Strategic team engagement
  • Systematic troubleshooting expertise
  • Employee training
  • Event management
  • Operations management and performance analysis
  • Clear communication in presentations
  • Implementation of software solutions
  • Solid background in administration
  • Patient support in hospice settings
  • Interpersonal skills
  • Customer support expertise
  • Workforce education

Accomplishments

  • Coordinated, evaluated, enhanced, and communicated regularly with the MBTA to successfully launch Routematch, a new software implemented in 2020.
  • Improved and demonstrated how the management team utilizes the When I Work Scheduling system, resulting in a more efficient scheduling system for all employees in the center in 2019.
  • Verizon 2016 Customer Service Award presented by top executives for leading my team to decrease the repair interval for Verizon business by 50%. Produced the best quality Business repair results for NE Region in 2012, 2014, 2015, and 2016.
  • Verizon CFT Outstanding (Cross Functional Team Award) This team was comprised of a selected group of management and union members to work together to resolve roadblocks, improve customer service, and office morale issues. My team and I were recognized for implementing a cost-efficient method to communicate with customers with language barriers.
  • Awarded multiple times The Verizon’s “Best Productive Dispatch” Results in the entire region for the team executing the most effective troubleshooting methods to resolve customer service interruptions, and fix issues upfront when possible.
  • Served on the Verizon Women’s Association of Verizon Employees an Employee Resource Group that focuses on career development, through training, networking, mentoring, collaboration, and volunteering.
  • Organized events for the Women’s Association of Verizon Employees for audiences with 200+ attendees.
  • Project managed the development for new call centers in preparation for the Verizon sale of the Northern States to FairPoint Communications.
  • Implemented databases to standardize procedures to support the New England management team meet departmental objectives remotely and in the office.
  • Creatively composed presentations for senior management on a regular basis to enhance comprehension to team and subordinates.
  • Successfully worked on several software transitions with Verizon and the MBTA.
  • Volunteer Crisis Counselor for the Crisis Text Line.

Certification

  • Project Manager Learning Path completed 1 hours 55 min Certificate Id: AfpUwxnpsuXNvEEF7NYDs0vxPZY
  • Excel Quick Tips 2018: PMI Registered Education Provider ID: #4101 Certificate No: ARyz3rJrhJPrk0fmUL6hDVxsBqsy
  • Sales Force for Customer Service: Certificate No: AQ1L4JmL8JzkJxJepcm-CZf7po
  • Project Management Preventing Scope Creep PMI Registered Education Provider ID: #4101 Certificate Id: AaxZDs7zdQtpiz9XGoFMGLnKnZ7S
  • Scrum the Basics: PMI Registered Education Provider ID: #4101 Certificate Id: AQ1L4JmL8JzkJxJepcm-CZf7po
  • OneDrive for Business Essential Training: PMI Registered Education Provider ID: #4101 Certificate No: AQ1L4JmL8JzkJxJepcm-CZf7po
  • Project Management Foundations: Requirements PMI Registered Education Provider ID: #4101 Certificate No: Afix6RFpF5ChdV6dDA7nXkR1PU
  • Setting Up a PMO Program: PMI Registered Education Provider ID: #4101 Certificate No: AfEjm4ZUwC5TMLx6DqYQ43Q9n6P
  • Project Management: Preventing Scope Creep PMI Registered Education Provider ID: #4101 Certificate No: AaxZDs7zdQtpiz9XGoFMGLnKnZ7S
  • Cert Prep: Excel 2013 Microsoft Office Specialist (77-420) https://www.linkedin.com/learning/cert-prep-excel-2013/microsoft-office-specialist-77-420?trk=flagship-ill_details_certification
  • Certified Manager CM Program Merrimac College 2007, -2006,2007: (Certification n number: 09014) Institute of

Links

  • Https://www.linkedin.com/in/annthomson
  • Https://my.indeed.com/p/annt-7cayh3q

Timeline

Training and Support Manager

HBSS
04.2024 - Current

Area Operations Manager

North Reading Transportation
12.2021 - 09.2023

Manager of Dispatch and Scheduling

Transdev North America
06.2019 - 12.2021

Manager of Customer Contact Center

Center Jn Phillips Glass Co
11.2018 - 04.2019

Verizon Manager

Verizon
09.1998 - 12.2017

Associate's Degree - Liberal Arts

Northern Essex Community College

Bachelor's Degree - Leadership

Northeastern University

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