Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
Generic

Tom Reilly

Jacksonville,FL

Summary

Dedicated Operations Manager dedicated to my team and employing proven methods to meet business performance expectations. 25 years of experience bringing planning and problem-solving abilities and a strong work ethic. Excels in customer communication, de-escalating situations, and explaining the product to customers. Willing to help and support where needed; adaptable and willing to take on new challenges.

Overview

25
25
years of professional experience

Work History

Stripe Tax Production Ops Manager

Stripe/TaxJar
Remote
06.2021 - Current
  • Maintained key performance indicators to track operational efficiency and effectiveness for my team members.
  • Managed daily operations including scheduling and allocation of core work
  • Collaborated with cross-functional teams to develop innovative solutions that improve operational flow and reduce errors or inefficiencies.
  • Facilitated weekly meetings with direct reports and other managers within Stripe Tax AutoFile
  • Handled Escalated cases and research difficult edge cases
  • Evaluated team throughout the year providing feedback and giving semi-annual reviews
  • Used excellent written skills to respond to customer issues and drafting saved replies for the team to use.

Operations Specialist

TaxJar
Remote, Remote
05.2018 - 06.2021
  • Became Team Lead in July 2019
  • Maintained Core work of our Sales Tax Filing (AutoFile) department; focusing on customer onboarding and resolving customer issues
  • Point person on tickets and created workflows for incoming ticket routing
  • Trained new hires on how to onboard within AutoFile and best practices in responding to our customers.

Escalations Supervisor

Enterprise Rent-A-Car
Remote, Remote
08.2015 - 05.2018
  • Handled Escalated calls from customers experiencing issues with their rental vehicle
  • Researched solutions and resolved customer concerns
  • Communicated with local offices to ensure optimum customer experience

Fraud Specialist

Wells Fargo
Charlotte , NC
09.2009 - 08.2015
  • Investigated customer complaints to various federal agencies such as CFPB and State Financial Bureaus regarding account closures
  • Handled Escalated cases, providing in-depth research and writing responses explaining the bank's decisions
  • Write up requests to reinstate a customer's account if case details warranted this decision.

Talk Show Producer

CBS Radio
Charlotte , NC
04.1999 - 04.2009
  • Produced 4 hour morning sports talk show
  • Wrote scripts, edited sound, booked daily guests
  • Worked with sales department with advertising ideas to promote the show

Education

Bachelor of Science - Broadcast Journalism

Syracuse University
Syracuse, NY
05-1998

Skills

  • Operational Excellence
  • Problem-Solving
  • Effective Written Communication (Internal and External)
  • Research
  • Team Leadership
  • Professionalism
  • Employee Motivation
  • Product Consulting
  • Decision-Making
  • Provide Levity
  • Adaptable

References

References available upon request.

Timeline

Stripe Tax Production Ops Manager

Stripe/TaxJar
06.2021 - Current

Operations Specialist

TaxJar
05.2018 - 06.2021

Escalations Supervisor

Enterprise Rent-A-Car
08.2015 - 05.2018

Fraud Specialist

Wells Fargo
09.2009 - 08.2015

Talk Show Producer

CBS Radio
04.1999 - 04.2009

Bachelor of Science - Broadcast Journalism

Syracuse University

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