Thomas Dodd
BSc and MSc in Management from Indiana Wesleyan University. Currently working as Supervisor – Credit/Collections at Verizon Communications Inc.
| Headline: | Entrepreneur |
| Skills: | Business, Management, Marketing, Sales |
| Groups: | Linking Indiana |
| Interested in: | Brainstorming, Finding business partners, Finding cofounders, Finding team mates, Meeting new people, Professional opportunities, Promoting my startups, Recruiting for my startup |
| Schools: | Indiana Wesleyan University, Marion |
WORK EXPERIENCE
| Employer: | Verizon Communications Inc., Westfield, IN |
| Position: | Supervisor – Credit/Collections |
| Time period: | January 2005 - Present |
| Description: | Responsible for the supervision of approximately twenty-two associates working in the Account Verification Center (AVC). AVC group is responsible for investigation of potential identity theft and resolving allegations of fraud on pending order, live accounts and final accounts. Accountable for metrics, training, coaching, discipline, grievances, resource management, attendance and payroll. Charged with developing, implementing and maintaining systems, procedures and policies.
• 80% of team is meeting performance objectives. - Union grieved only 10% of all disciplines (none reached arbitration and no disciplines were reversed). - Developed performance objectives and scorecard to track and review performance results. - Developed an observation form and component skill set as a coaching tool and measurement for call quality. - Co-managed successful implementation of a new fraud system to investigate fraud disputes and reduced documentation from 80 documents to 15 documents improving ease of use. - Recognized for achieving 96% customer satisfaction, 99% productivity, and 99% quality. - Received recognition for “Outstanding Customer Service”, “Employee Acknowledgement”, and “Receivables Management Gold Star”. |
| Employer: | Arrow Services, Inc., Indianapolis, IN |
| Position: | Branch Manager |
| Time period: | January 2004 - December 2004 |
| Description: | Managed all operations for branch providing pest control services for residential, commercial, and industrial customers. Accountable for human resource functions, P&L, finance management, sales and marketing, inventory, and productivity goals. Charged with growing client base and maintaining existing accounts.
- Closed over 60% of proposals bringing in over $10,000 monthly in new business. - Convinced over 90% of current clients to continue with services. - Developed and implemented strategies to account for new business development. |
| Employer: | Weaver Popcorn Company, Inc., Indianapolis, IN |
| Position: | Internal Business Manager |
| Time period: | January 1989 - December 2004 |
| Description: | Managed 164 accounts in the U.S. and Canada with sales of $26M, accounting for half of sales in the company. Accountable for ensuring quality customer service and resolving any disputes while managing financial duties, purchasing, and forecasting of sales. Supervised fleet of 21 rail cars. Handled personal injury and property damage claims while providing responses to consumer inquiries.
- Reduced the time to post payments by 67% and accounts receivables by 25%. Eliminated need for four positions conducting transactions manually. - Negotiated rail car lease contract, saving $18,000 annually. - Implemented new computer system. Documented procedures and trained all internal sales managers and business managers on new system. - Assisted in the development of customer ordering via the company website. Reduced order entry by 80% and eliminated order entry errors. |
EDUCATION
| University: | Indiana Wesleyan University, Marion |
| Degree: | Management, BSc |
| University: | Indiana Wesleyan University, Marion |
| Degree: | Management, MSc |
