Looking for a job

Tom Illingworth

@tomillingworth

Message

Experienced leader in contact center management, managing people, and customer experience.

United States

Message

What I'm looking for

Seeking a challenging role that leverages my leadership skills and experience in support services to solve operational problems, manage a team, enhance processes and improve customer satisfaction.

A dedicated, service-oriented support leader with over 15 years of experience in building teams, leading staff and solving customer and operational problems.

In taking ownership through applying adaptive and servant leadership styles, has achieved significant increases in customer and employee satisfaction scores in excess of 90% through driving customer satisfaction scores, actioning qualitative evaluations and providing effective customer relationship management.

As a support leader, building engaged teams through strong leadership, trust, accountability, and teamwork are core values I live, coach to and role model daily. My objectives are about removing roadblocks and enabling teams to successfully drive best in class service and support.

Experience

Work history, roles, and key accomplishments

Current

COMMUNITY EMERGENCY RESPONSE TEAM

Current

CANBY FIRE DISTRICT

Feb 2022 - Present (3 years 4 months)

Collaborate with Canby Fire District to recruit, educate, and prepare the CERT and public for emergency radio communications and disaster preparedness.

Community Communication

MEMBER SOLUTIONS MANAGER

OREGON COMMUNITY CREDIT UNION

Nov 2018 - Jul 2023 (4 years 8 months)

Built, scaled and provided supervision of financial banking operations support specialists team. Worked on several project implementation teams and heavily involved and drove process improvements for support operations and customer workflows. Additionally, accountable for change management execution with team.

Team Leadership management skills Collaboration Coaching Performance Management Goal Setting Performance Reviews Process Improvement Organizational Change Management Career Coaching

COMMUNITY EMERGENCY RESPONSE TEAM

CITY OF EUGENE

Sep 2017 - Apr 2021 (3 years 7 months)

Educated community members about disaster preparedness and provided basic disaster response training.

Community

SR. MANAGER, ENTERPRISE TECH SUPPORT

SYMANTEC CORPORATION

Jan 1996 - May 2017 (21 years 4 months)

Enterprise Technical Support Manager for the Americas and Asia Pacific multi-tiered support organizations, providing customer support for Endpoint Security Cloud, Antivirus and on-premise cyber-security products through a high-volume contact center environment. Managed regionals managers and accountable for customer and employee experience outcomes as well as driving business continuity plans.