Thomas Hermanns

About Thomas Hermanns

PROFESSIONAL SUMMARY Training and People Development Leader with 30+ years in Leadership, 18+ years in Training & Development, 11+ years supporting international organizations, and 9+ years of Call Center Experience. Proven record of working collaboratively with cross-functional teams to produce high quality deliverables. Additionally skilled in the following areas: Collaborative Leader who seeks to provide the best overall solutions Highly customer focused, whether internal or external Client management and key account relationship management Operations efficiency specialist, implementing best practices and improving KPIs Trusted advisor to high-profile clients Creative leader, adept at building and managing peak-performance tech support teams Top performer who thrives in high-expectation, high-stress environments Confident, take-charge executive with exceptional follow through Articulate communicator, transcending global language and cultural barriers to build rapport and trust across all levels Accomplished leader, known for integrity and a strong work ethic Enterprise change agent, establishing strong “success-based” cultures CORE COMPETENCIES P&L management Business development Multi-site management Start-ups and turnarounds Root cause analysis Strong attention to detail Resource planning Technical support and customer experience best practices Training and development Customer acquisition and loyalty Process re-engineering and change management Benchmarking and performance metrics Talent selection, training, and mentoring Committed to exceeding customer expectations Solid record of igniting stagnant business and transforming declining operations Meticulous about quality control Passionate about hands-on leadership by example Multi-channel service delivery Workforce management Analytics Vendor management Consistent record of achieving unprecedented results Global cross-cultural business experience CURRENT/PREVIOUS CERTIFICATIONS: ThinkTank Collaboration Facilitator DDI Certified Instructor

Experience

1. Director of Training & Leadership Development

   APM

   Jun 2018 — Present · Pasadena, TX, US

   Lead, manage, and direct the daily operations of the Training & Development Center. • Develop and implement training curriculum to continually improve operational excellence specific to Leadership Development, EHS, Quality, Productivity, Human Performance, and new competencies as required. • Research and analyze job performance data to identify curriculum needs for continuous improvement. • Consult with the Operations team in the design, development, and evolution of the curriculum to strategically align with the vision and goals of the business. • Research, identify, and manage internal and external professional trainers to implement training programs. • Establish rhythms and procedures with the shareholder and labor partners to leverage existing training and tools. • Develop and maintain the annual training plan, budget, and schedule. • Ensure training records are updated and maintained within the appropriate systems, including employee files and/or the Learning Management System. • Partner with local school districts, vocational schools, customers, and labor unions to ensure the Training & Development Center is being fully utilized throughout the year. Ensure the financial performance of the Training & Development Center, including strategy for the external marketing of the center as a venue for rent. • Develop measurement and evaluation of curriculum to ensure improvement as required to continually meet strategic business goals. • Oversee the daily logistics and coordination of training requirements, including delivery of travel plans, development of training materials, meals, etc. • Cooperate with functional expertise groups, especially the FS COE, EHS, & Quality, to integrate objectives and business improvement projects with training goals.

Education

• Dallas Baptist University

  Bachelors Degree Business Administration, Management Information Systems

  1994 — 1998

• ITT Technical Institute

  Associates of Applied Science Degree, Electronic Engineering Technology

  1986 — 1988