Experience

Marke
• IT Services and IT Consulting
• 1 - 100 Employee
• Sr. Director of Customer Care

  • Sep 2022 - Present

The Black Tux
• United States
• Retail Apparel and Fashion
• 100 - 200 Employee
• Sr. Director of Customer Care

  • Aug 2022 - Present

bebettermen
• United States
• Accounting
• 1 - 100 Employee
• Founder

  • Feb 2021 - Present


WHOOP

• United States
• Wellness and Fitness Services
• 400 - 500 Employee

• Director of Delivery Operations (Customer Support)

  • Jun 2021 - Jul 2022

  ● Develop and collaborate with leadership on strategic and operational goals ● Austin based community and leading WFH (Work from Home) production across the US ● Responsible for BPO Vendor Management ● Led VOC (Voice of the Customer) and satisfaction programs ● Mentor, train and empower employees to deliver the best customer experience ● Develop and collaborate with leadership on strategic and operational goals ● Austin based community and leading WFH (Work from Home) production across the US ● Responsible for BPO Vendor Management ● Led VOC (Voice of the Customer) and satisfaction programs ● Mentor, train and empower employees to deliver the best customer experience



Booking.com

• Netherlands
• Software Development
• 700 & Above Employee

• Director, Contact Center

  • Dec 2017 - Dec 2020

  Provided strategic direction and operational leadership for 20 managers and over 350 non-exempt customer care employees supporting phone, email, chat and social media channels. Led remote workforce due to COVID. ● C-suite and P&L experience while overseeing comprehensive, end to end Customer Success programs ● Build strong operations and responsible for measuring, challenging and achieving goals and objectives focusing on root cause analysis and process improvements to drive first contact resolution and increasing CSAT scores ● Led Customer Service teams to promote and increase customer enablement, customer satisfaction and net retention ● Champion and drive Booking.com values leadership and culture ● Collaborate with multiple stakeholders such as HR, Workforce, Quality, Learning and Development to ensure strategic vision is implemented and executed ● Coach and develop leadership team and serve as a mentor globally for Booking employees ● Responsible for implementing rewards and recognition, training and leadership development programs Show less



Nielsen

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Director of Field Operations (Contact Center / Call Center)

  • Apr 2015 - Dec 2016

  Nielsen N.V. (NYSE: NLSN) is a global performance management company that provides a comprehensive understanding of what consumers Watch and Buy. Nielsen’s Watch segment provides media and advertising clients with Total Audience measurement services across all devices where content — video, audio and text — is consumed. The Buy segment offers consumer packaged goods manufacturers and retailers the industry’s only global view of retail performance measurement. Nielsen, an S&P 500 company, has operations in over 100 countries that cover more than 90 percent of the world’s population. As the Director of Field Operations of the Contact Centers / Call Centers, Thomas Harden strategically assembles and leads the field sales team to recruit and install television/audio homes. Focused on measuring and analyzing media viewing habits. Led and motivated 17 direct managers and over 180 non-exempt, associates. ● Oversaw operating budget of $25M● Grew and trained region into 12 diverse markets. Increased both performance and employee opinion scores● Coached, trained and developed teams to ensure the high quality commitments of the business, as well as to deliver a world class customer experience ● Identified and secured headcount, systems, and budgets to implement client/technology solutions● Performed market-need analysis to drive and exceed client/customer expectations Show less

• Director of Field Operations for Panel Expansion

  • Aug 2012 - Mar 2015

  As the Director of Field Operations for Panel Expansion, Thomas Harden significantly grew the number of new television recording devices into homes by measuring effective analysis media viewing habits across the US by leading 14 direct managers and over 150 field associates (exempt and non-exempt). ● Oversaw an operating budget of $20M● Improved household onboarding time by 20% within first year● Partnered with global vendors and in-house support teams to ensure end to end delivery of client/customer satisfaction targets as well as revenue targets● Recruited and expanded 14 markets● Drove continuous improvement to the quality of recruitment of new business while standardizing operational processes● Innovated and led certified successful BPI initiative increasing cycle time recruitment of households by 80% Show less

• Director of Operations (Contact Centers / Call Centers)

  • Jan 2008 - Aug 2012

  As the Director of Operations for the Contact Centers / Call Centers, Thomas Harden led the contact centers directly reporting to SVP of Global Operations in both Kentucky and California. Focused on measurement and analysis of media viewing habits across the US while overseeing 600 associates (exempt and non-exempt). Managed relationship with off shore support vendors. Implemented continuous improvement methodologies to standardize operational processes and controlled a total operating budget of $13.5M.● Exceeded contact center metrics, resulting in elevated service level standards throughout the contact center organization ● Instrumental and accountable for managing global outsource teams in Costa Rica and various locations in the US● Instrumental in the consolidation of 3 contact centers into 2, reducing operating cost by 15% and improving efficiencies● Increased customer satisfaction scores by 15%● Decreased agent attrition by 40% in first year Show less



Sears Holdings Corporation

• District Manager (Contact Center / Call Center)

  • 2007 - 2008

  As the District Manager of the Contact Center / Call Center, Thomas Harden managed the largest contact center (inbound and outbound) within the Sears Home Delivery network and responsible for defining the tactical goals and alignment with overarching business objectives. Led company initiatives such as the outbound dialer project which streamlined efficiencies in residential deliveries and reduced customer complaints by 10%. Led 10 Team Managers and over 150 inbound and outbound call center agents while controlling an operating budget of $ 5.3M● Led operation support including forecasting/capacity planning, budgeting, process design/improvement and technologies interface.● Drove team performance through service level metrics – average speed of answer, handle time, voice, email and chat support, abandon rates, schedule adherence and quality assurance● Led site to #1 in customer satisfaction (out of 10 Sears Home Delivery call centers)● Decreased associate absenteeism and attrition by 15%● Implemented an employee development program, consisting of on-going agent training and partnered with HR to create an agent career path program Show less

• District Manager (Contact Center / Call Center)

  • 2005 - 2007

  As the District Manager, Contact Center / Call Center, Thomas Harden oversaw contact center with cross-functional teams in customer service and technician dispatching. Supported contact center managers and inbound / outbound agents, while controlling an operating budget of $4M.● Managed the Record of Return project to reduce return of damaged products and implemented the process into 3 contact centers, resulting in company savings of $150M annually● Led division in customer satisfaction ratings and appliance returns percentage● Drove continuous improvement of KPI service level metrics Show less

• Manager, Sales & Service

  • 2002 - 2005

  As the Contact Center / Call Center Manager, Sales & Service, Thomas Harden was responsible for performing in a matrix environment through collaborating with other internal departments to improve contact center operations and associate moral. Oversaw contact center team managers and agents.● Increased revenue year over year by 5% on an originating yearly plan of $58M ● Analyzed monthly budget variances to ensure achievement of plan targets



ALLTEL Communications, acquired by Verizon Wireless and AT&T

• Corporate Financial Services Supervisor-Collections Agencies

  • 2000 - 2002

  Alltel Wireless was a wireless service provider, primarily based in the United States. Before acquisitions by Verizon Wireless and AT&T, it served 34 states and had approximately 13 million subscribers. As a regulatory condition of the acquisition by Verizon, a small portion of Alltel was spun off and continued to operate under the same name in six states, mostly in rural areas.[2] Following the merger, Alltel remained the ninth largest wireless telecommunications company in the United States, with approximately 800,000 customers.[3] On January 22, 2013, AT&T announced they were acquiring what remained of Alltel from Atlantic Tele-Network for $780 million in cash.As the Corporate Financial Services Supervisor-Collections Agencies, Thomas Harden was responsible for the management of 15 third party collection vendors. Oversaw a total charge-off portfolio greater than $130 million. ● Recovered more than $30 million for the company the last year employed. ● Forecasted third party staffing needs and measured against actual call volume. ● Managed the implementation of the Checks by Phone program, which was rolled across multiple sites. ● Trained in RMS (Recovery Management Systems) Show less

• Financial Services Supervisor

  • 1998 - 2000

  As the Corporate Financial Services Supervisor-Collections Agencies, Thomas Harden was responsible for the management of 15 third party collection vendors. Oversaw a total charge-off portfolio greater than $130 million. ● Recovered more than $30 million for the company the last year employed. ● Forecasted third party staffing needs and measured against actual call volume. ● Managed the implementation of the Checks by Phone program, which was rolled across multiple sites. ● Trained in RMS (Recovery Management Systems) Show less