Michael Thomas
Corsham
Summary
Collaborative Manager with 10 years of experience. Leads high-performing teams to deliver successful outcomes.
Practical, highly skilled individual demonstrating out-of-the-box thinking. Optimises cost-effective operations and improves safety by scrutinising existing practices. Proven success fulfilling complex project briefs on-time and under budget.
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organisational brand.
Overview
23
23
years of professional experience
10
10
years of post-secondary education
Work history
Technical Support Manager
Siemens Communications
08.2006 - 11.2008
- Developed strategies and service goals for busy contact centre.
- Managed a customer contact centre with 90 support representatives.
- Tracked KPIs and created continuous improvement plans
- Developed and implemented training initiatives for new hires.
- Analysed and developed service goals for an in-bound call centre.
Customer Service Manager
Siemens Communications
10.2002 - 10.2004
- Managed resource and capacity planning to support forecasted business needs.
- Led high-achieving call centre teams in delivering quality customer care.
- Coordinated external suppliers to meet customer order requirements.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Scheduled shifts based on seasonal demands and staff availability.
Graduate Management Trainee
Siemens Communications
London
10.2000 - 10.2002
- Monitored and evaluated performance, actioning insights to drive KPIs, regulatory compliance and service quality.
- Gained skills, knowledge and experience working across various departments including production, marketing and operations.
- Aligned team management strategy and tactics with wider organisational vision to maximise impacts of company activities.
Project Manager
Siemens Communications
London
06.2004 - 08.2006
- Actioned customer feedback to promote continued service improvement.
- Received and resolved customer complaints escalated by staff.
- Briefed and motivated staff to deliver daily operational requirements.
- Facilitated communication and collaboration across departments.
- Deescalated internal conflict and implemented motivational techniques.
- Forecasted long-term business objectives.
Department Head
Siemens Communications
11.2008 - 01.2011
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Identified and diminished performance gaps by coaching and supervising 100 subordinates.
- Recruited and trained department staff to instill Siemens' high standards and industry best practice.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Updated policies to reflect changing conditions and maintain optimal safety standards for all employees.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Technical Engineer
British Gas
06.2011 - Current
- Completed scheduled services and installations, as well as preventive maintenance and promoting products and services
- Hive Champion for operational team
- Adhering to strict health and safety guidance and company operational procedures
- Resolved incidents promptly and rigorously, including emergency callouts as required.
- Prepared quotations for customer, including materials and labour costs.
- Delivered at all times, company values and customer satisfaction
Education
GCSEs -
Ysgol Uwchradd Aberteifi
Ceredigion 09.1990 - 09.1995
A-Levels -
Ysgol Uwchradd Aberteifi
Ceredigion 09.1995 - 09.1997
Royal Holloway, University of London
Egham 11.1997 - 09.2000
Skills
- Continual improvement mindset
- Employee management
- Project budgeting
- Excel proficiency
- Department management
- Personnel training and development
- Complaint resolution
- Customer-focused
- SAP and ERP system knowledge
Timeline
Technical Engineer
British Gas
06.2011 - Current
Department Head
Siemens Communications
11.2008 - 01.2011
Technical Support Manager
Siemens Communications
08.2006 - 11.2008
Project Manager
Siemens Communications
06.2004 - 08.2006
Customer Service Manager
Siemens Communications
10.2002 - 10.2004
Graduate Management Trainee
Siemens Communications
10.2000 - 10.2002
Royal Holloway, University of London
11.1997 - 09.2000
A-Levels -
Ysgol Uwchradd Aberteifi
09.1995 - 09.1997
GCSEs -
Ysgol Uwchradd Aberteifi
09.1990 - 09.1995
Similar Profiles
IMRAN SIDDIQUIIMRAN SIDDIQUI
Senior Associate Consultant at INFOSYS PVT LTD, CLIENTS- Siemens Gamesa and Siemens EnergySenior Associate Consultant at INFOSYS PVT LTD, CLIENTS- Siemens Gamesa and Siemens Energy
Eric HoambreckerEric Hoambrecker
Application Specialist at Siemens Energy (formerly Siemens AG)Application Specialist at Siemens Energy (formerly Siemens AG)
Aileen Sue Ping LeeAileen Sue Ping Lee
Regional Service Manager at SIEMENS MALAYSIA SDN BHD/SIEMENS ENERGY SDN BHDRegional Service Manager at SIEMENS MALAYSIA SDN BHD/SIEMENS ENERGY SDN BHD
Poppy NewmanPoppy Newman
Secretary at Rein ElectricalSecretary at Rein Electrical
Joshua PrescottJoshua Prescott
Student at University of the West of EnglandStudent at University of the West of England