Tim Bodor is a Customer Operations executive with over fifteen years’ experience leading 24/7 call centers and providing global technical support to large enterprises. He manages client requests, customer escalations and service delivery, working cross-functionally to resolve problems. Tim is a strong leader adept at selecting, developing and motivating teams to surpass customer expectations.

Patient and adaptable, personable and diplomatic, Tim is a strategic thinker, delivering results in a complex and faced-paced environment.

CALL CENTER LEADER: Directed Technical Support Call Centers since 2000 with Equant, Andrew and Verisign. Provide service delivery and support across all channels. Select, develop and evaluate managers, supervisors and staff to assure effective center operations.

MANAGEMENT OF CLIENT ISSUES: Ownership of technical support escalations and troubleshooting with clients. On-call 24x7 for emergency outages and support. Sets high-quality service levels and monitors performance against those levels. Promotes and maintains a positive, professional, service-oriented company image. Owns overall customer experience.

CALL CENTER TOOLS, PROCESSES, METRICS: Certified Project Manager with a track record of building scalable support models, global call center systems, processes and metrics.

TELECOMMUNICATIONS: Over 25 years in the telecom industry including Managed Services, Mobile Wireless and Internet.

INTERNATIONAL BUSINESS: Traveled extensively within Australia, NZ, and Asia. As expat, lived and worked 4 years in the UK. Directed teams across multiple time zones, continents and regions.

Competencies:

24/7 Operations Management
Project Management (PMP)
Technical Support
International Business
Call Center Management
Troubleshooting
Presentation Skills
Call Center Performance Metrics
Service Delivery
Coaching / Mentoring
Negotiation
CRM / SalesForce
Process Development
ACDs
Root Cause Analysis
Escalations Management
Mobile Wireless