Dynamic Technology Leader with global business and technology experience in multiple industries. 15+ years in global customer operations including, implementation of SaaS technology products and professional services, lean process improvement, customer service and success, scaling, building, and leading teams. Extensive history in crafting and executing strategies to improve operations, increase customer satisfaction, and achieve business objectives using KPIs to measure success. Proven track record of success and expertise in IT services strategy using various methodologies, such as ITIL and ITSM. Dynamic problem solver with ability to simplify complex issues, valuable depth of leadership to build collaborative and cohesive teams to scale companies. Certified Project Management Professional (PMP) with strong attention to detail. Outstanding technical skills. Experience includes Networking, Database Management, CRM (Salesforce, Hubspot, Quickbase, Service Now, Zoho, Atlassian), Analytic Software (Zoho Analytics, Logi, PowerBI, Tableau), Project Management (MS Project, SmartSheets, Monday.com, Jira, Confluence), Microsoft Office Suite, Telephone Expense Management (TEM), Mobile Device Management (MDM), Security (Crowdstrike, SentinalOne), and AI integrations using ChatGPT to improve productivity.
Skills and Specializations
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Leadership & Team Building
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Business Strategy & Process Design
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Process Improvement
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Project & Program Management
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Customer Service & Satisfaction
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Technology Streamlining
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System Engineering & Implementation
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Strategic Analysis & Planning
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Infrastructure & Software Management
Recommendations
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"Tom is a very talented leader, manager and team member that comes with one of the best care factors I have every had the privilege of working with. Tom cares about the team, the company, the customer and the people around him. His focus on operations at Connectbase helped drive implementation and ticket timelines down over 30% and improve customer experience in the process. Tom built a team that cared with him and that shined through to the customer. I think any organization would be lucky to have Tom as an operations leader. He is honest, hard working and willing to dive in and solve challenges."
- 01/07/2024, Ben Edmond, CEO, Connectbase
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"Tom Reed understands process and efficiency. He is able to lead employee’s through the necessary changes while coaching them on the benefits, really bringing them together to appreciate the process.. He is a team player in the truest sense of the word. A trait that is necessary to improve efficiency and customer satisfaction."
- 08/10/2017, Jim Murphy, Implementation Director, Tangoe Inc.
