Tom has over 25 years of experience focused primarily on customer experience and contact center operations and technology. His knowledge base is wide, including telephony technology, operational efficiency, outsourcing, and overall customer service strategy. Before SmartAction, he was a Partner at Deloitte Consulting, and the national leader of its Call Center Advisory Practice. His career focus has been helping organizations improve their customer facing operations, especially in contact center service, sales, and support. He has worked with a significant number of Fortune 1000 companies and he has served clients in most industry sectors. Tom graduated with a Bachelor of Arts in Computer Science, minor Asian Studies, and a concentration in Economics from DePauw University.