Harry Timosa

Fortune 500 Financial SaaS company (36 experts, 2 team leaders, 2 SMEs)

• Pioneered the redesign of the support structure to implement a Lean Management System, driving $3.7M in potential savings from process improvements over 4 months. Key enhancements included optimizing the callback process, refining alert categorization, reducing transfers, and improving decision trees.
• Developed and implemented a consolidated data reporting system that integrated handle time, transactional net promoter scores, quality scores, and agent surveys. This reduced support scrubbing time by 87%.
• Developed and implemented a Slack bot to track both expert AHT (Average Handle Time) and SME (Subject Matter Expert) response times, leading to a 25% improvement in overall handle time efficiency.
• Consolidated reporting from multiple sources—handle time, TNPS, quality scores, and customer feedback—to identify key areas for improvement. Prioritized and categorized findings by impact, implementing targeted countermeasures that led to a 260% improvement in customer satisfaction scores.

Payroll SaaS company (196 experts, 14 team leaders, 16 SMEs)

• Empowered employees to take ownership of their roles, fostering increased accountability and driving improved performance. This initiative resulted in 100% coaching compliance, contributing to a 30% improvement in transactional net promoter scores (TNPS) and a 25% reduction in handle time.
• Facilitated cross-departmental collaboration and established clear communication channels to accelerate new hire training during peak season, reducing speed to proficiency from 3 months to 6 weeks.
• Created and implemented agent tools, including decision trees and workflows, to boost new hire performance by 70% in transactional ratings and reduce handle time by 10%

Account Escalations for a Fortune 500 SaaS Company (34 to 60 experts, 2 team leaders, 2 SMEs)

• Developed and implemented a Quality Sheet to measure key competencies—efficiency, accuracy, and responsiveness—of experts handling escalations, resulting in a 0% client escalation rate.
• Developed data reporting using Pivot Tables to analyze expert efficiency across various escalation drivers, enabling accurate headcount forecasting and generating $103K in annual savings.

Point of Sale system for a Fortune 500 SaaS company (128 experts, 8 team leaders, 9 SMEs)

• Pioneered the development of a support framework from the ground up, leveraging call driver data, customer feedback, and customer journey mapping to implement SOPs for training, support delivery, and performance management. This initiative resulted in a 30% improvement in customer satisfaction (from 50 to 65) and a 30% reduction in handle time (from 40 to 28 minutes) within 6 months.
• Introduced a sales-driven add-on service during service discontinuation efforts, generating an additional $1.5 million in annual revenue.

MFA support for a Fortune 500 SaaS company (90 experts, 4 team leaders, 4 SMEs)

• Developed and implemented Quality reporting to track experts' accuracy, timeliness, and ownership, leading to improved response times and accuracy. This resulted in increased client satisfaction and 100% shift in volume within a year.
• Developed data reporting (Pivot tables, QuickBase) to track expert processing time per contact driver, and combined this data with quality scores to identify areas for targeted training. This initiative led to a reduction in headcount and generated annual client savings of $118K.

Connected Services for a SaaS company (220 experts, 14 team leaders)

• Developed and implemented strategies to maximize customer satisfaction.
• Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

• Conducted regular performance evaluations, aligning team members' achievements with established objectives, providing recognition for successes, and identifying areas for development. This approach led to 100% goal attainment.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Delivered consistent support to direct reports by promptly addressing concerns and questions, enabling them to stay focused on their tasks. This approach resulted in an absenteeism rate of less than 10%.