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Thomas Hermanns
Allen, TX
currently: Job hunting
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Work history
Business Analyst, Worldwide Sales Productivity
tags:
business analaysis
• project management
How would you describe your time at Texas Instruments?
Responsible for enhancing the sales teams' focus on developing relationships, gaining commitments and maximizing share by enabling resources, tools and services that allow the sales force to operate at peak efficiency with maximum effectiveness.
- Managed the development and direction of a special Call Center designed to provide TI???s Field Sales teams with a dedicated one-stop resource for assisting with all of their administrative needs. The result of this program has given almost an entire day of productivity back to the Sales Force on a monthly basis.
- Project Manager for the enablement of SharePoint collaborative web environments to maximize cross-functional information exchange between our internal & external sales teams.
- Supported the redesign and/or enhancements of TI's various Sales Tools by ensuring that the system processes and business processes were aligned and made sure that the Tools' usability was simplified and efficient.
- Responsible for supporting the upgrade from SharePoint 2003 to 2007 for over 3000 SharePoint sites.... 
Worldwide Operations Manager, Technical Support Organization
tags:
project management
• training
• business analaysis
• call center
• manager
• operations
How would you describe your time at Texas Instruments?
Responsible for aligning business processes and tool across all of TI's Call Center regions (US, Germany, Taiwan, China, India, Japan).
- Supported the design & worldwide implementation of the Siebel 7.0 customer inquiry management application.
- Developed global standardized business processes which improved efficiencies in case escalations within and between the various Call Center regions.
- Supported the creation and activation of our India Call Center by providing operational advice, guidance, business processes and training.
- Provided training on business process to the US, Taiwan, China, and India Call Centers
- Defined the reporting requirements needed to support the worldwide support centers for measuring standard performance metrics....
Technical Support Manager, Americas Product Information Center
tags:
call center
• business analaysis
• operations
• manager
• mentor & coach
• training
How would you describe your time at Texas Instruments?
Responsible for the day-to-day management of all the Technical Support Engineers which included coaching, career development, recruiting and staffing of several new Technical Support Engineers.
- Built relationships between Technical Support Engineers and the various businesses, which improved the customer support process and increased customer satisfaction by 30%.
- Managed the Call Center outsource activities which included managing metrics, details of the contract, working through all integration issues with systems and personnel and managing the relationship between Texas Instruments and our outsource provider.
- Supported the integration of products, people and support programs for several corporate acquisitions and mergers.
- Designed an incentive program called "The Sales Lead Derby" and has translated into $20 Million in new business opportunities for Texas Instruments.
- Developed Business Object Reports to maintain a pulse on customer support activities in the PIC, and provided valuable customer activity data to the various business groups.
- Created a closed-loop Customer Satisfaction program that resulted in customer satisfaction ratings increasing from 87% to 98%. 100% of dissatisfied surveys were fully investigated and followed-up with the customer, management team & training staff....
WW Education & Outsource Integration Manager, Americas PIC
tags:
manager
• operations
• business analaysis
• training
• project management
• call center
• mentor & coach
How would you describe your time at Texas Instruments?
Managed the definition, development and implementation of educational and developmental curriculums for the Product Information Centers (PIC) worldwide.
- Designed & produced streaming media training for web delivery, along with evaluation exams to ensure comprehension of materials.
- Participated in the interviewing and selection of new employees, and managed staff during their six week orientation.
- Key player in the integration of new support processes for products obtained after corporate acquisitions have completed.
- Managed the integration process and relationships of our outsource partners.
- Participated in benchmarking companies to determine best practices, and worked on integrating some of these best practices into our Call Center business processes....
Training Manager, DMOS IV Wafer Fab
tags:
training
• project management
• operations
• mentor & coach
• business analaysis
• manager
How would you describe your time at Texas Instruments?
Managed the daily activities of five trainers as well as supporting the individual training and development plans for approximately 700 employees.
- Identified internal and/or external learning opportunities that coincide with each employee's own development plan and business objective. Tracked employee progress to ensure they met Texas Instruments' training policy deployment goals as well as OSHA required certifications.
- Designed an On the Job Training (OJT) program. Program was designed to train employees on specific processes in the manufacturing of semiconductors and managed through reoccurring certifications. This program was a great success. In a year where the Wafer Fab was aggressively staffing up, the OJT program enabled an actual reduction in processing errors, saving TI thousands of dollars. This program is now implemented in several of TI's Wafer Fabs.
- Responsible for all the non-exempt/hourly employee staffing needs for the wafer fab. This included everything from interviewing, selection, and identifying salaries, to providing 6 weeks of orientation and On the Job Training (OJT)....
Team Facilitator/Trainer, DMOS IV Wafer Fab
tags:
project management
• training
• business analaysis
• operations
• mentor & coach
How would you describe your time at Texas Instruments?
Responsible for supporting Effectiveness Teams through the problem solving processes, and provided the appropriate training to the teams to ensure their successes.
- Trained team members on how to set-up and run effective meetings, what problem solving processes to use and how to use it effectively. Trained the Teams on how to use the Seven Quality Control Tools and when to use them. Managed projects to ensure that the teams stay focused on the project timelines and tracked the progress and effectiveness.
- Participated on the Statewide Semiconductor Fabrication Orientation (SCFO) team responsible for the development of the Safety Training curriculum for all of TI's Wafer Fabs. Lead a team with several key cross-functional members representing four organizations from eight different wafer Fabs. The SCFO Safety training we developed is now being used by all Dallas, Houston, Sherman and Lubbock Wafer Fab locations.
- Officially certified as a DDI Instructor for numerous Team focused classes such as: "Techniques for an Empowered Workforce", "Making the Difference", "Valuing Differences", "Handling Conflict", "Working in Teams", "Leading Effective Meetings", and "Participating in Meetings"....
Education
Bachelors Degree, Management Information Systems
Associates Degree, Electronic Engineering Technology
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