Thomas Orr III

• Claim/Call Center Management: Directed daily operations of the call center, managing a team of 70 work-from-home representatives to ensure optimal performance and customer satisfaction.
• Key Performance Indicators (KPIs): Monitored and analyzed KPIs to drive continuous improvement and meet organizational goals.
• Training & Development: Designed and implemented training programs to enhance team performance and ensure compliance with company standards.
• Standard Operating Procedures (SOPs) & Statements of Work (SOWs): Developed and maintained SOPs and SOWs to streamline processes and define project scope.
• Client Meetings: Led regular client meetings to review progress, address concerns, and ensure alignment with client objectives.
• Quality Assurance: Implemented quality assurance protocols to maintain high service standards and accuracy.
• Billing Reports: Compiled and analyzed weekly and monthly billing reports to ensure accurate invoicing and financial transparency.
• Third-Party Vendor Management: Managed relationships with third-party vendors to ensure service quality, compliance, and timely delivery of services.
• Evaluated hiring, firing, and promotions requests.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.

• Leadership & Supervision: Led a team of 50 field technicians, ensuring smooth daily operations and high-quality service delivery.
• Operational Efficiency: Oversaw scheduling, resource planning, and logistics to meet client expectations and performance goals.
• Quality Control: Developed and maintained quality assurance processes to ensure top-notch service standards.
• Client Relations: Acted as the main point of contact between Vitel Communications and Comcast, fostering effective communication and resolving operational issues.
• Performance Management: Monitored team performance using key metrics, identifying areas for improvement and implementing solutions.
• Compliance & Reporting: Ensured adherence to regulations and maintained detailed records and reports for management oversight.

Led and coordinated a team of 20 Warehouse pickers, delivery truck unloaders ensuring efficient daily operations and high-quality of safety.

• Developed internal requirements and standards to minimize regulatory risks and liability across programs.
• Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
• Managed scheduling, resource allocation, and logistics to meet service goals and client expectations.
• Developed and implemented quality control procedures to maintain service standards.
• Acted as the primary point of contact between Genesis Logistics and clients, ensuring effective communication and resolution of operational issues.
• Monitored team performance through key metrics, identifying areas for improvement and implementing solutions.
• Designed and led training programs to enhance technician skills and ensure compliance with company policies.
• Maintained detailed records and generated reports for senior management to support decision-making.

• Team Leadership: Directed and coordinated a team of 18 field technicians, ensuring efficient operations and top-notch service quality, and safety.
• Operational Management: Oversaw scheduling, resource allocation, and logistics to meet service goals and client needs, and daily productivity.
• Quality Assurance: Developed and enforced quality control procedures to ensure high standards.
• Client Relations: Served as the main point of contact between Verizon and clients, ensuring smooth communication and issue resolution.
• Performance Monitoring: Used key performance indicators to evaluate and improve team performance.
• Training & Development: Designed and implemented training programs to enhance technician skills and ensure compliance with safety and service standards.
• Compliance Management: Ensured all operations adhered to regulations, safety standards, and company policies.
• Reporting: Maintained accurate records and generated reports to support senior management decisions.
• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.