Tim Thornton resume “CliffsNote”
I spent over 32 years with The Vanguard Group leading both technology and business teams improving the customer experience. I started in 1982 implementing the first call centers, managed the Vanguard.com team for ten years and spent the last five years leading a great team that achieved the most extensive business technology project in the company's history--replacing the mutual fund record keeping system with a brokerage record keeping system. Since retiring from Vanguard in 2014, I was the Board Chair of a local non-profit, helped Mayor Jim Kenney's transition team develop a plan to improve technology and service for the constituents for the great city of Philadelphia, and improved the Philly311 contact center (from a negative Net Promoter Score to a positive 10).
I am currently looking for full-time work as an employee or consultant. Perfect roles for me:
Leading projects to improve customer experiences and enhance service delivery.
Creating technology road-maps.
Managing technology projects.
Coach / thought partner for emerging leaders.
Creating high performing teams.
Call 610-715-2700 or email timthorntonconsulting@gmail.com to discuss how we might work together.
RIP mentor and friend
One of my most treasured gifts. A manager on my team created this to show how I listened to feedback.
VOICES
Improving any organization's service experience by
“exploring the voices” of the service model.
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