Bill Tobin brings over 20 years of proven service management
and operational leadership experience to his clients. He has specialized in
creating contact center environments from the ground up, as well as
improving operational efficiencies and effectiveness of existing
support organizations. Service
teams created and lead by Bill are always focused on delivering a
consistent and satisfying customer experience.
As an independent consultant, Billís recommendations have improved employee
morale, increased customer satisfaction and reduced cost, based on
streamlined processes and automated call management solutions.
Bill has performed operational and service management assessment
projects across a variety of industries including large-scale
retail, hospitality, telecommunications, and high-tech.
These projects have spanned a number of critical areas such as:
- Extensive experience working with both retail and traditional IT organizations to significantly improve operational efficiencies and increase customer satisfaction through assessment, collaboration and detailed execution of program initiatives.
- Defining business requirements and leading the RFP process for the selection, contract negotiation, implementation, training, post-live support, change management and performance monitoring for POS systems, CRM technologies and outsourced vendor partners.
- Collaborating with internal and external senior-level executives to expedite the permanent resolution of cross-functional people, process, communication and technology issues.
While serving as the IT Director at Computer Sciences
Corporation (CSC), Bill successfully designed and implemented a
centralized contact center model. This involved transitioning
over seventy-five technical support professionals from thirty
geographic locations into a unified support team. Bill created a
multi-tiered job role and salary structure, along with designing
and implementing an end-to-end process flow for all incidents
received into the CSC Support Center. The evaluation, purchase and
deployment of Peregrine's call management application throughout
the enterprise brought centralized reporting, service levels, and
accountabilities to the organization.
At EDS, Bill assembled a team of technical support professionals
tasked with providing mission-critical customer service to
wireless communications carriers. Bill was a co-leader in a
complete re-engineering of the IT organization, focusing on
defining multi-level support responsibilities and the search,
selection, and implementation of an enterprise call management
Billís career began at Atex, a division of Eastman Kodak, where
he held positions as an Applications Engineer and Software Release
Control Manager, prior to taking on the challenge of creating a
centralized Customer Support Center.