Thornton Curry

Experience

• 

  Monroe Systems For Business, Inc.

  Apr 1995 - Oct 1997

  FIELD ENGINEERING MANAGER, Monroe Systems

  Recruited to rejoin this leading business equipment company to direct service and maintenance operations for more than 300 government and private sector accounts in the Washington Metropolitan area and the entire Commonwealth of Virginia. Assigned responsibility for a poorly performing field engineering organization producing inadequate workmanship quality, low customer satisfaction ratings, and declining revenues.Selected, trained, supervised, and evaluated the work of up to 35 technicians. Instituted formal training classes in customer techniques, quality assurance practices, and product knowledge including the state-of-the-art AS400 system. Developed efficient technical reporting system to monitor work and ensure timely completion of all assignments. Managed just-in-time inventory system for replacement parts and supplies. Prepared and managed annual revenue and expense budgets. Established and maintained close liaison and coordination with sales department. Advised and assisted sales representatives in preparing and presenting proposals for new accounts, in conjunction with marketing strategies. Built a highly performing and stable technical team. Achieved consistently high quality assurance and customer satisfaction ratings. Show less

• 

  KHERICO

  Oct 1997 - Feb 1999

  DESKTOP PUBLISHER

  Performed desktop publishing, utilizing state of the art graphic design programs including, Corel Ventura, LotusAmiPro, Quark, Adobe Illustrator, Page Maker, Photo Deluxe, Design Essentials, Print Master Premier, Microsoft Word, Microsoft Publisher and Word Perfect. Developed and created promotional and customized artwork according to client specifications which included web pages, promotional material, newsletters, flyers, advertisements, posters, Banners, brochures, business cards and logos.

• 

  I/JENNER&BLOCK, LLP, Pitney Bowes Management Services

  Mar 1999 - Feb 2007

  CUSTOMER OPERATIONS MANAGER

  Provided world class service for prestigious law firm. Managed and directed Mail, Fax, Copy, Imaging, and Supply services. Called upon to improve the quality of a failing Office Services operation in a RFP status. Improved the quality of customer service by elevating the level of urgency, insuring accuracy and efficiency. Resolved client issues and concerns, by maintaining effective relationships and establishing concrete rapport. Constantly evaluating needs of the client via primary interaction with firm administrator and managerial staff. Diligently, offered recommendations/solutions when appropriate which resulted in a three year renewal.Responsible for training and development of two supervisors and five site personnel, in the Standard Business Practices of PBMS, guaranteeing compliance with all policies and procedures. Scheduled off site training when applicable. Assisted with all facilities management as well as coordinated all interoffice moves, vendors, construction projects, IT coordination, up keep of office space, on boarding new employees and supervision of purchasing. Interacted with Account Manager to qualify budget and financial performance expectations. Utilized all resources including the P&L, maintaining one hundred percent revenue and profitability. Show less

• 

  MCI WORLD COM, Pitney Bowes Management Services

  Mar 1999 - Oct 1999

  CUSTOMER SERVICE MANAGER

  Managed and directed Mail Services for this prominent long distance/wireless communications company. Managed the training and development of two supervisors, and eighteen site personnel. Other responsibilities included monitoring the sorting, tracking and distribution of incoming, interoffice, out going correspondence and parcels. Directed coordinating of reprographics, micrographics, and mass mailings, in conjunction with the client's biweekly, World wide, payroll distribution.Conducted operational analysis, studying volumes, work flows, physical layouts, and staffing positions. Implementing cost savings where applicable - often within the context of improved service.Established and maintained close client communications and relations, insuring optimum customer satisfaction and productivity. Show less

• 

  Epiq - Global Business Transformation Solutions

  Mar 2007 - now

  OPERATIONS MANAGER

  Selected to contractually manage operation services for major law firm in Washington, DC. (Wilmer Hale). Responsibilities include the management of staff (49) and 8 direct report managers and supervisors. Managing from the horizontal - not the vertical. Understanding that management and direct reports reside on the same level, sharing different levels of responsibility. Unanimously seeking, the quintessential balance of customer satisfaction and company profitability. Performing the implementation of polices, procedures, and best practices, in conjunction with operational tools, necessary to establish and maintain a successful operation. Responsible for maintaining communications with the client as well as Epiq Senior Management - ensuring contractual agreements are adhered to, and exceeded where applicable. Oversees the day-to-day operational management of all office services - Reprographics, Mailroom, Equipment Systems, Fax Services, Supplies, and Litigation Support.)Assists with the preparation of annual budgets and develops operating forecasts, operating within approved budget limitations. Analyzing and utilizing financial trend data via a P/L. Show less