Customer Service

THOMAS J. O’DONNELL

**** ** ***** ***** ********, OR 97229

Cell: 503-***-**** Email: ***@***********.*** www.linkedin.com/in/thomasjodonnell/

VP OF TECHNICAL SUPPORT

ORGANIZATIONAL LEADERSHIP / STRATEGIC PLANNING / P & L MANAGEMENT

Over 25+ years of leadership and management experience, with emphasis on Customer Facing Pre –Post Sales

Operations, Project Management, Process Improvement, delivering technical solutions to customers.

Prior success in achieving million-dollar cost savings; Executive Level Focus specializing in improving

operational efficiencies, change management, customer acquisition and retention.

Offer significant customer management skills, with a proven ability to proactively discover root cause, develop

& implement solutions that support corporate goals while creating a win-win between customer and business plan.

Knowledge & Skill Areas

Service Operations / Process Improvement / Project Management / Performance Optimization / Strategic Planning

Inbound Sales Ops / Workforce Management / Customer Retention / Demand Forecasting / Account Management

Key Performance Indicators (KPI) / Revenue Generation / P & L / CRM Implementation & Reengineering

PROFESSIONAL EXPERIENCE

InFocus Inc., Portland, OR • 2013 to Present

Director, Global Service & Product Delivery

Responsible for post-sales support for global technology hardware and software company providing presentation and

collaboration technology hardware for B2B and B2C. Day to day responsibility for all operations and staff

development programs. ~$150 Million in sales revenue.

Key Contributions & Accomplishments:

Reengineered workflow processes streamlining global service delivery integrating and aligning across

multiple functions and systems. Results: reduced service inventory by 60% & inventory expense by 45%.

Designed new service delivery model that focused on customizing service recovery for worldwide

customer base. Reduced service expenses by 55% - from $1 million per month to >$500k per month.

Negotiated new contracts with vendors and suppliers to improve service delivery / Key Performance

Indicators. Results: Increased customer satisfaction by 25% and customer retention by 45%.

Knowledge Universe Inc., Portland, OR • 2011 to 2012

Sr. Operations Manager, Customer Relationship Center

Responsible for pre-sales and post sales support for 1700 retail facilities located in continental US providing

educational and daycare services for K-8 th grade students. Day to day responsibility for all operations and staff

development programs. ~$40 Million in sales revenue.

Key Contributions & Accomplishments:

Designed new staffing delivery model that focused on customizing service delivery to retail outlets.

Reengineered & implemented new up sell strategy. Escalation point for internal and external customers.

Designed and implemented new staffing plan that led to increased productivity and reduced labor costs

while increasing customer survey ratings by 30%, new business revenue >$25 million.

Developed and implemented multiple project plans to meet customer demand and streamline customer

interactions. Planned and managed staff to meet seasonal customer demand.

Customer Satisfaction is Worthless….. Customer Loyalty is Priceless,

THOMAS J. O’DONNELL PAGE 2

Wellpartner Inc, Portland, OR • 2008 to 2011

Manager of Customer Service

Responsible for all customer support, customer complaint resolution and claims processing in a highly regulated

industry. Implemented 2 new technology platforms, re-engineered service website and reduced manual claims

processing. Principle contributor to development of strategic plan, forecasting customer demand for product delivery.

Key Contributions & Accomplishments:

Developed workforces staffing model to meet customer demands while increasing satisfaction and usage,

concurrently reduced manual processing of customer driven requests. Reengineered up sell strategy.

Implemented new CRM system that led to increased productivity and increased personal customer touch.

Technology included Knowledge Base, Workflow, Claims Processing and Product Supply Tracking.

Developed reporting statistical analysis model to aid management decision making. Project Sponsor and

Manager for multiple workflow redesign, software and hardware installation.

DAVERCI SOLUTIONS, Hillsboro, OR • Director of Customer Services / Product Installation Operations

NEW EDGE NETWORKS, Vancouver, WA • Manager, Technical Center & Network Operations Center

HCORP, INC., Portland, OR • Director of Service Delivery

MINDFINDERS, INC., Portland, OR • Director of Operations / General Manager

SITEL, Portland, OR • Director of Resource Management

US BANK, Portland, OR • Manager of Service Center Operations

MCI WORLDCOM, Portland, OR •Call Center Site Manager

STANDARD INSURANCE COMPANY, Portland, OR • Retirement Plans Supervisor

PROFESSIONAL DEVELOPMENT

Masters of Science Degree Bachelor of Science Degree

FLORIDA STATE UNIVERSITY – Tallahassee, FL UNIVERSITY OF OREGON – Eugene, OR

Professional Training

Conflict Facilitation & Mediation; Change Management Communication & Implementation; Multiple Leadership &

Management Workshops; Multiple Leadership Classes with United States Coast Guard

Military Background

U.S Coast Guard 1980 – 1984, Achieved E5, 2 nd Class Petty Officer, and Honorable Discharge. Additional roles

included Watch Leader and Search Party & Prize Crew Engineer, Recruit Company Leader, Recruit Company

Commander after Boot Camp and Honor Guard Drill Leader.

Customer Satisfaction is Worthless….. Customer Loyalty is Priceless

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