Looking for a job

Tom Richard

@tomrichard

Message

Customer service operations leader who streamlined contact center workflows and training at INHANCE TECHNOLOGIES.

United States

Message

At INHANCE TECHNOLOGIES, I led analysis of sales and customer experience workflows, then turned operational processes into structured training content. I also served as implementation lead for the HubSpot CRM integration.

At PRAXAIR DISTRIBUTION, INC/LINDE, I managed contact center operations and operational metrics, reducing call volume by 10%. Earlier, at WESTPARK COMMUNICATIONS, I created training curricula and delivered adult learning sessions, and helped secure a federal-level contract.

Experience

Work history, roles, and key accomplishments

Analyst, Engineering

GlobalLogic

Apr 2024 - Dec 2025 (1 year 8 months)

Analyzed high volumes of AI-generated responses for ethical values, data integrity, and semantic accuracy. Maintained strict operational standards and provided technical feedback to engineering teams.

Excel Google Workspace Records Management Quality Control Data Integrity Technical Feedback

Senior Customer Service Manager

Inhance Technologies

Oct 2019 - Mar 2023 (3 years 5 months)

Led cross-functional analysis of sales and CX workflows to identify skill gaps and convert processes into scalable training content. Implemented HubSpot CRM integration and built SOPs and job aids.

HubSpot CRM SOP Development Training Cross Functional Analysis RFP Responses

Customer Service Contact Center Manager

Praxair Distribution, Inc/Linde

Jul 2016 - Jul 2019 (3 years)

Supervised call center operations, implementing Avaya dial plan alignment and targeted training. Achieved a 10% reduction in call volume and doubled agent ordering throughput within 12 months.

Avaya Call Center Operations Operational Metrics Data Tracking Fleet Management Sales Lead Management

Customer Support Manager

Gene By Gene

Oct 2014 - Jun 2016 (1 year 8 months)

Supervised a multi-channel call center experience and collaborated with IT to develop tools for managing high-volume service requests. Achieved an answered call rate exceeding 93% and built structured lesson plans.

Call Center Operations Quality Standards Google Workspace Voice Of Customer Training Lesson Planning

Director of Organizational Development

Westpark Communications

Nov 2011 - May 2014 (2 years 6 months)

Supervised revenue in e-commerce and invoicing optimization strategies that increased top-line revenue by 12%. Applied adult learning theory to create instructional design and managed multifaceted projects.

Instructional Design Adult Learning Project Management Ecommerce Invoicing RFP Federal Contracting