Thomas Orr III
Williamstown,USA
Summary
Versatile and experienced senior manager specializing in call center and operations management. Excels in planning, implementing, and overseeing key improvements to drive business growth and enhance operational efficiency. Proven track record of cultivating an open culture that encourages the free exchange of information, fostering collaboration and innovation within teams. Seeking new professional challenges with a growth-oriented company to apply expertise and make a significant impact.
Overview
24
24
years of professional experience
Work History
Sr. Manager for State Services
Kelmar Associates
11.2015 - Current
- Led and managed a team of 50+ WFH call center professionals in handling unclaimed property inquiries and claims processing for 12 states
- Developed and implemented strategies to enhance operational efficiency, resulting in 35% increased revenue
- Conducted regular performance reviews and provided coaching to team members to improve customer service and productivity
- Collaborated cross-functionally with legal, compliance, and IT departments to implement process improvements and system enhancements on Scope of Work
- Prepared and presented reports on call center KPI's trends, and performance to senior management
- Achieved a 20% reduction in average call handling time through implementation of targeted training programs and process improvements
- Successfully managed and resolved escalated customer issues, maintaining a 97% resolution rate within regulatory guidelines
- Led the team to exceed quarterly KPI targets for call abandonment rate, Productivity, and Queue wait time
Operations Manager
Vitel Communications
09.2014 - 11.2015
- Oversaw operational budget and P&L for an organization with over $4M in revenue to comply with expenditure requirements while managing proper business controls in place to prevent problems before occurrence
- Managed a team of 40 Comcast Technicians, increasing productivity, 30% and safety results 20% across all teams
- Provided strategic direction for problem resolution to facilitate fast improvements and improve working relationships
- Developed and managed a supervisory team to carry out needed operations strategies and improve employee relations
- Facilitated recruitment, orientation for new hires and creating, coordinating, and maintaining employee lists and records
- Created daily, weekly reports to monitor production, P&L, increase of 17% safety, and cost effectiveness
Operations Supervisor
Genesis Logistics Inc.
02.2014 - 09.2014
- Monitored key performance indicators, improving productivity 25% quality reports, audits, financial reporting, material handling equipment reports site individual performance improvement, and customer-required reports
- Managed daily operations, inventory control, and audits to ensure profitability, smooth workflow, and excellent guest service
- Supervised action planning with the client, project planning, space planning, turnover review, and workshop participation
- Consolidated material planning, data collecting, and accounting programs into one main system to boost productivity
Fios Local Manager
Verizon
07.2005 - 07.2013
- Manage of team of 20 Field technicians responsible for installing, repairing, and maintaining Fios Services, provide coaching and support to ensure the team meets performance targets and delivers exceptional customer service
- Ensure compliance with safety regulations and protocols to protect the health and well-being of field technicians, track metrics such as installation success rates, jobs per day, service resolution times
- Evaluating trends in data and identifies the root cause of issues to develop solutions to customer service or network issues
- Interacting with customers as needed to ensure service satisfaction
- Leading, motivating, developing and mentoring your Field Technicians
- Developing action plans to mitigate service issues, proactively collaborating with labor/union, removing barriers and solving problems to help your team be productive
Repair Call Center Supervisor
Verizon
06.2000 - 06.2005
- Supervise and lead a team of 15 Call center repair agents in a high-volume call center environment
- Oversee day-to-day operations, monitor service levels and metrics to ensure timely response to customer inquiries and efficient resolution of repair issues
- Handle escalated customer concerns and complaints, demonstrating empathy, professionalism, and a commitment to resolving issues promptly, and satisfactorily
- Assist customers with problem-solving or troubleshooting for better service
- Work hands-on with customers to offer them services and products that they need
- Developing action plans to mitigate service issues, proactively collaborating with labor/union, removing barriers and solving problems to help your team be productive
Education
Bachelor of Arts (B.A.) -
West Virginia University
Morgantown, WVSkills
- Strategic Operations Management
- Leadership & Team Development
- Profit & Loss Management
- Process Improvement & Lean Practices
- Continuous Improvement
- Performance Appraisal
- Labor Relations (Union & non-Union Environments)
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Operations Management
- Cross-functional Team Coordination
- Strategic Planning
- Cross-Functional Collaboration
Affiliations
- Alpha Phi Alpha Fraternity Inc.
Timeline
Sr. Manager for State Services
Kelmar Associates
11.2015 - Current
Operations Manager
Vitel Communications
09.2014 - 11.2015
Operations Supervisor
Genesis Logistics Inc.
02.2014 - 09.2014
Fios Local Manager
Verizon
07.2005 - 07.2013
Repair Call Center Supervisor
Verizon
06.2000 - 06.2005
Bachelor of Arts (B.A.) -
West Virginia University
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