Thomas R Orr III

Lead and manage team of 50+ WFH call center professionals in handling unclaimed property inquiries and claims processing for 12 state

• 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.

• Oversaw operational budget and P&L for organization with over $4M in revenue to comply with expenditure requirements while managing proper business controls in place to prevent problems before occurrence
• Managed team of 40 Comcast Technicians, increasing productivity by 30% , safety results by 20% across all teams
• Provided strategic direction for problem resolution to facilitate fast improvements and improve working relationships
• Developed ,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.

Monitored key performance indicators, improving productivity by 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 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.

• Manage of team of 20 Field technicians responsible for installing, repairing, and maintaining Fiber Optic Services, provide coaching and support to ensure team meets performance targets and delivers exceptional customer service
• Ensure compliance with safety regulations and protocols to protect 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 identifying 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 Field Technicians
• Developing action plans to mitigate service issues, proactively collaborating with labor/union, removing barriers and solving problems to help team become more productive.

• Supervise and lead team of 15 Call center repair agents in 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 commitment to resolving issues promptly, and satisfactorily, decreasing escalations by 20%.
• Assist customers with problem-solving or troubleshooting for better service
• Work hands-on with customers to offer them services and products that were needed.
• Developing action plans to mitigate service issues, proactively collaborating with labor/union, removing barriers and solving problems to help team become more productive.