Thomas Mc Cormick

  • Pasadena US-CA
Thomas Mc Cormick

Summary

Business Performance ~ Call Routing Strategy ~ Workforce Planning

A high-energy, goal oriented management executive with more than 15 years of experience in a multi-site contact center with more than seven of those years in a workforce management capacity. Experienced in solving the most complicated operational issues in today’s multi-faceted call center environment including: scheduling, hiring, training, oversight of key performance indicators, reporting, management of call center software, call routing strategies, QA monitoring, agent development and mentoring, and customer satisfaction surveys. Adept at leading and motivating large teams while encouraging a positive, problem-solving approach to customer service.

CORE COMPETENCIES INCLUDE: 

* Analysis /  Strategic Planning * Multiple Team Management* Productivity / Performance Metrics

* Call Routing Strategies

* Process / Change Management* Intraday Operations

* Call Routing Technology

* First-Class Customer Service Skills* Team Building / Leadership * Forecasting / Staff Planning* Service Level Agreements* Multi-Million Dollar Budget Management

Work History

Work History
Dec 2009 - Present

WORKFORCE MANAGEMENT MANAGER II

Union Bank

Develop and implement effective workforce management strategies, technologies, processes and procedures including forecasting and resource management. Work with business leaders to drive workforce efficiencies for three call centers—600 seats and representing three languages (English, Spanish, and Japanese) located within Texas and California. Oversight and responsibility for key performance metrics, real-time queue management, routing plans and reporting/analysis.

Jul 2004 - Dec 2009

INTRADAY OPERATIONS MANAGER

Starwood Hotels and Resorts

Effectively managed six Customer Contact Center Operations teams consisting of 40 team members supporting six international (US, China, Ireland, and Canada) call centers totaling 1000 seats and representing 16 languages. Also responsible for call routing strategy and operational analysis/reporting.

Mar 1992 - Jul 2004

SENIOR OPERATIONS ANALYST / TEAM LEADER

Fidelity Investments

Initially hired as a Broker Trading Representative but promoted six times to final position as Senior Operations Analyst / Team Leader due to exceptional work performance.

Education

Education
Aug 1985 - May 1990

Bachelor of Science

Arizona State University

Skills

Skills

COMPUTER SKILLS

Microsoft Word Excel PowerPoint Visio Crystal Reports SQL

TELECOMMUNICATION SKILLS

Workforce Management – Genesys Web Services, Nice (IEX / TotalView) and Aspect (TCS) Network - Cisco ICM and AT&T Route-it ACD - Aspect and Avaya CMS (CentreVu) Other - NICE Digital Logging System, Virtual Hold Technology