Resume

Thomas Bates

28 W. 5th St.,

Media, PA  19063

Phone: 215-817-6817
Email: tbates33@gmail.com

Please click here for a downloadable copy of my resume, (PDF).

Skills and expertise include:

·      Business Case Development

·      Process Analysis & Improvement

·      Organizational Strategy

·      Volunteer Management

·      Customer Service Management

·      Team Management

·      Training & Development

·      Project & Program Management

·      Development & Fundraising

·      IT Interface & Implementation

·      Conflict Management

·      Mediation

PROFESSIONAL EXPERIENCE

Marketing Practicality, Kennett Square, PA                              2014 – Present

Marketing Practicality, LLC is a solution-oriented, hands-on internet marketing and marketing strategy partner, focused on providing business marketing solutions.

Manager, New Business Development

Identifies and creates new business opportunities and increases revenue by identification and recruitment of new online marketing clients.  Educates future clients on Search Engine Optimization and Pay-Per-Click advertising as well as Customer Relationship Management solutions.  

Widener University, Chester, PA                                                              2011- 2012

Widener University is a private, metropolitan institution with an enrollment of approximately 6,600 students, combining academic quality with career preparation and a commitment to community service. 

Director, The Widener Fund (2011 to 2012)

Managed the Widener Fund and Annual Fund, providing financial support for financial aid, infrastructure and technology improvements, instructor development, and innovative development programs.  Implemented the transformation of the Widener Fund to exclusively support Financial Aid.

• Created and implemented philanthropic solicitation plans for diverse national alumni base, which posted a gain in revenue over the previous year for the first time in seven years.  Included postal mailings and email reminders and solicitation.
• Developed appeals to generate financial support for multiple academic and athletic programs.
• Collaborated with both academic and program support staff, including athletics, to plan funding appeals such as the 2012 Faculty and Staff Appeal
• Implemented new programs for; the faculty and staff appeal, the senior class gift and new Trustees’ Loyalty Society.
• Set records in 2012 for highest level of participation of faculty and staff in giving in history of institution with a participation rate of 51%, up from approximately 38% in 2011.
• Set record for largest single gift to the university by a single senior class.
• Managed volunteer committees including;
• Widener Leadership Council, a volunteer committee tasked with acting as liaisons between University and alumni and friends of Widener
• Pennsylvania Military College Museum Committee, a volunteer committee steering the PMC Museum, a legacy of PMC.  The PMC Museum Committee created its first new exhibit in several years in 2012.
• Maintained a list of 125 personal philanthropic prospects.

The Project Management Institute (PMI), Newtown Square, PA                   2004 – 2011

PMI is the world’s largest association for Project Managers, providing standards and certification, as well as knowledge, networking, and community resources via membership. 

Manager, Practitioner Market Development  (2008 to 2011)

Managed individual practitioner (customer) channels for membership and certification for approximately 500,000 practitioner stakeholders.  Responsible for P&L of overall practitioner markets.

• Led team that implemented migration of member publications from postal mail to digital distribution resulting in savings of  $500,000 in 2010
• Grew membership by 9% in 2009, and 7% in 2010, when most other associations saw flat or negative growth, and increased membership retention from 68% in 2009 to 70% in 2010 through increased value delivery and communications
• Coordinated efforts between Practitioner Markets, Organizational Markets, Marketing, Product Management, IT, and Integrated Services that resulted in customer engagement strategies and emphasized the value of PMI membership and certification
• Worked closely with volunteer leadership committees towards development of Communities of Practice

Certifications Standards Supervisor (2004 to 2008)

Led 2nd tier customer service team responsible for Continuing Certification Requirements Program as well as PMI Certification Application Audit.

• Managed retention increase in continuing certification from 66% to 72% while total certificate holders had increased from approximately 100,000 to approximately 300,000
• Increased number and efficiency of application audits from approximately 1,000 per year to over 15,000 while implementing more strict and efficient failure procedures
• Developed renewal processes during deployment of new web-based certification system, focusing on efficiency and ease of use for credential holders.

Verizon Communications, Inc, Philadelphia, PA                                                    1990 – 2003

Consistently moved to higher levels of accountability and influence through iterations of the organization.

Lead Planner – Specialist, Advanced Data Division (2000-2003)

Lead Planner and System Coordinator for web-based customer service interface, responsible for application changes and system requirements.

• Led systems team which implemented program increasing automated trouble ticketing flow-through from 83% to 98%, creating significant savings for internal service teams.
• Liaison between IS, IT, Financial, and Network teams for application management

Delivery Manager, Training, Education and Development (1999-2000)

Primary liaison between Client (Bell Atlantic Network Operations) and Bell Atlantic Training and Education for 5 different curriculums for first line customer service employees

• Supervised 16 instructors in various training curricula for Bell Atlantic/Verizon personnel
• Coordinated schedule to maintain service delivery levels for mid-Atlantic service centers
• Created and staffed training location in Trenton, NJ, including hiring and promotion of new instructors

Outside Field Supervisor, Communications and Construction Services (1996-1999)

Maintained Bell Atlantic quality standards for multiple contractors through leadership, quality inspections, and coaching.

• Analyzed results and trends in technicians' work: jobs per day, completion ratios, adherence to standards and customer satisfaction
• Led teams to a repeat report rate of 7%, one of the lowest for any department in the Mid-Atlantic region.  This is a quality metric showing successful resolution of a customer’s problem.

Multiple Customer Service and Network Support Positions, Bell Atlantic Communications (1991-1996)

EDUCATION

Widener University School of Management, Chester, PA                          

MBA, Business Management                   

Pennsylvania State University, State College, PA                         

BA, Political Science

MEMBERSHIP

Pennsylvania Council of Mediators

TECHNICAL SKILLS

Microsoft Office (Excel, Word, PowerPoint), MindJet, Raiser’s Edge

CERTIFICATES

Villanova University Mastering Project Management

The Center for Resolutions Basic Mediation