Global Head of Support @ Braintree builds products that make payments easier—so easy that they fade into the background, making entirely new kinds of interactions possible. The Braintree full-stack payment platform lets companies build their own experiences and then scale their businesses around the globe. We're known for our technology but we're also known for our support,
Global Head of Support @ Braintree builds products that make payments easier—so easy that they fade into the background, making entirely new kinds of interactions possible. The Braintree full-stack payment platform lets companies build their own experiences and then scale their businesses around the globe. We're known for our technology but we're also known for our support, with internal risk and underwriting, account management and technical support teams who ensure a frictionless payments experience.
Acquired by PayPal in 2013, Braintree is now in an even greater position to change the way people pay. Headquartered in Chicago, Braintree has offices in San Francisco, New York, Sydney, London with employees stationed around the world. From February 2015 to Present (11 months) Senior Director, Customer Care @ Leading and growing an awesome group of professional teammates in our high volume contact center located in Chicago. As an extension of our Brand, our team tackles phone calls, live chat, social media, advanced support, and system generated tickets. We find ways to surprise and delight while resolving issues quickly and efficiently. From March 2014 to February 2015 (1 year) Director - Customer Service Operations @ Provide People and Operational Leadership of fantastic teammates in our high volume contact centers - Chicago and Salt Lake City. Our team tackles phone calls, live chat, social media, advanced support, and system generated tickets. In a very fun way we believe in setting the bar high and raising it throughout the day. From August 2012 to February 2014 (1 year 7 months) Greater Chicago AreaDirector - Airport Operations and Guest Services @ As a founder at Virgin America, responsibilities included oversight of airport operations, policies and procedures, and post flight guest relations call center. Responsible for the start-up and oversight of all Virgin America airport operations in the United States providing leadership in all aspects of station operations. Participated as the key person representing Guest Services through the FAA ATOS certification process. Responsible for manual writing and station preparation for proving flights and the launch of Virgin America. Properties and facilities management of station openings including developing financial analysis, negotiating facility use and lease agreements, as well as planning and managing construction. Participated in all aspects of the guest experience, onboard services, policies and procedures, kiosks, and creation of the airport environment. From September 2004 to August 2012 (8 years) Director Customer Services @ • Provided leadership to a team of 1100 energized and dedicated people at the Frontier Airline’s Denver Hub. Established and implemented goals which developed an operational focus on safety, customer service, baggage, and on time performance. Successfully managed a $64 million dollar annual budget balancing the assurance that the proper tools and people were available for the job while also controlling expenses. From September 2002 to September 2004 (2 years 1 month) Director Airport Services @ Responsible for the strategic development and implementation of processes for customer service, ground operations, airport automation, cargo, aircraft appearance, and central baggage service. Worked very closely with the team to manage policies and procedures in addition to implementing new and better ways of doing business. Developed financial analysis and recommendations related to airport operations. From April 2002 to September 2002 (6 months) Director of Customer Service, Phoenix Hub @ Provided leadership that helped to foster culture change and establish a customer focused attitude within the team. Responsibilities included direct oversight of the customer service functions at the America West Airlines’ Phoenix Hub. Leadership of 240 daily departures and 700 employees. From February 2000 to April 2002 (2 years 3 months) Manager - Process Planning @ Responsibilities included managing the Process Planning department developing and maintaining customer handling and ramp operations policies and procedures. Future planning included participating in the development of innovative customer handling solutions such as the implementation of the QIK check reservations system graphical user interface. From April 1998 to February 2000 (1 year 11 months) Station Manager @ Responsibilities included managing all aspects of daily airport operations and personnel. Developing and maintaining budget plans, station goals, and providing strong leadership. From June 1991 to January 1998 (6 years 8 months)
Bachelor of Science, Economics @ Illinois State University Timothy Thornton is skilled in: Freight, Sabre, Leadership, Airports, Aviation, Commercial Aviation, Avionics, Airlines, Operations Management, Aircraft, Customer Service, Flights, Management Consulting, Microsoft Word, Outlook
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