Tom is an executive and senior management consultant specializing in organizational and process improvement driven by Voice of the Customer data and key stakeholder perspectives. In 20 plus years, across a wide range of industries, Tom has built a significant experience base and tool set to draw from, consistently leading clients to sustained top and bottom line results.
Tom is currently Vice President of Operational at World Pediatric Project, a non-profit focused tertiary pediatric healthcare. Most recently, Tom led the solutions team of Global Customer Operations organization for The McGraw-Hill Companies. Projects there led to world class metrics for the global contact center that supports complex B2B products from multiple lines of businesses. He also served as the primary advisor to the President of McGraw-Hill Construction on all matters related to customer care, sales support, back office systems and organizational customer centricity.
Previously, Tom worked with J. D. Power and Associates for 15 years in their Voice of the Customer consulting practice helping global companies translate their customer feedback and data into actions that improved revenue, loyalty, costs and overall customer experience.
With General Physics Corporation, Tom led the establishment of multi-year, multi-million dollar strategic partnerships with two Fortune 500 companies including full P&L responsibility to $20M+ 150+ person operation, creating the company’s most significant long-term accounts.
Tom holds a Bachelor’s degree in Marine Engineering from the United States Naval Academy, served as a submarine officer in the United States Navy and is a retired Commander.