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.
Looking for a job
Tom Illingworth
@tomillingworth
Experienced leader in contact center management, Leading people, and customer experience.
United StatesWhat I'm looking for
A versatile, adaptable, service-oriented support leader with over 20 years of experience in team management, process improvement and delivering excellence in customer service and operational efficiency.
Through taking ownership as an adaptive leader, has achieved improved customer and employee satisfaction scores in excess of 95% through customer service quality, actioning customer feedback and allowing staff to make a difference in their role.
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 aligning company goals to functional work, removing roadblocks and enabling teams to successfully drive best in class service and support.
Experience
Work history, roles, and key accomplishments
Current
Water Tender Operator
CANBY FIRE DISTRICT
Feb 2022 - Present (4 years 8 months)
Emergency communications operator and NFPA certified water tender operator, pump and water supply operations through Canby Fire and DPSST certifications. Responds to rural fire incidents, and standby volunteer fire fighter for wildland operations.
Tech Support Manager with leading provider of business management and billing software solutions for the fast lube industry. Managed technical support organization, implemented new tools, process and goal alignment.
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.
CE
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.
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.
TeamworkTechnical SupportCommunication SkillsLeadership CoachingTeam ManagementProcess ImprovementOrganizational DevelopmentCoachingCall Center OperationsFollow The Sun Response ModelCybersecurityPerformance ManagementPerformance ReviewsCustomer ServiceMentorshipCustomer SatisfactionNet Promoter Score (NPS)CSATBusiness Continuity
Education
Degrees, certifications, and relevant coursework
LC
Lane Community College
Aviation
WU
Western Governors University
Business Management
OU
Oregon State University
Computer Science
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United StatesAuthorized to work in
Salary expectations
90k-150k USD
Social media
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