Peter Laughter

Storyteller – Speaker – Leveraging the power of narrative to drive change and humanize business by transforming the way we connect with talent

Humility is a great teacher.

Humility earned through arrogance is painful but nonetheless effective. I know this from experience.

As a leader of a recruiting firm, I was controlling, untrusting, and frightened. My behavior nearly cost me everything. Yet through a pivotal experience on a non-profit board, I witnessed something transformative: the power of collaborative leadership and conflict resolution.

We achieved outcomes no single faction could have accomplished alone. By listening to detractors not to convince but to understand, we turned critics into collaborators.

This lesson hit home when one of my employees challenged my boneheaded response to a crisis. Her simpler approach, which I resisted, proved far more effective. In that moment, theory collided with reality, showing me that intellectual understanding alone is never enough.

Leadership isn’t about having all the answers. It’s about creating conditions where great ideas thrive and others can step into leadership.

Today, as a keynote speaker and leadership transformation raconteur, I bridge the gap between organizational theory and practical implementation. Through award-winning storytelling as a three-time Moth Story Slam winner and TEDx speaker and evidence-based insights, I help executives navigate disruption by showing how leaders can:

Release the shackles of command-and-control
Access collective wisdom of their teams
Transform culture to thrive in rapid change

The stakes are immense:

77 percent of employees worldwide are disengaged, representing untapped potential
70 percent of digital transformations fail, wasting billions in lost innovation
Traditional leadership models cannot keep pace with AI-driven change, leaving teams struggling to adapt

All of this happens against the backdrop of a world on fire, where crises demand collaboration but we remain divided.

Organizations that embrace Abundant Leadership, where authority is distributed and decisions happen closer to the front lines, can:

Reduce overhead by 40 percent
Ramp up productivity
Drive sustainable innovation amid chaos

When collaboration becomes part of how we work, it spreads to our families, communities, and institutions, and eventually their politics ushering a better world for us all.

If you resonate with these ideas and want to explore how theory can become transformative reality in your organization, I would love to connect. Message me or copy this link to put your date on hold: peterlaughter.com/date-hold/

#LeadershipTransformation #FutureOfWork #OrganizationalChange #Innovation #Leadership #ExecutiveSpeaker

Founder & Talent Pied Piper

For two thirds of us, works sucks. It’s no wonder the world is in such bad shape – most of us spend a huge part of our waking lives doing something we barely tolerate. It doesn’t need to be this way. After 25 years in recruitment, I have an uncommon understanding of the psychology of hiring. What’s more, I know that your future is not dictated by your past. I love opening up joyous opportunities for people’s careers and helping them transition from a place of purpose and deep understanding.

Net2Source Inc.

**Remote employee of Ellucian**

Provided first-line technical support across 30+ higher education institutions, managing complex academic technology environments precisely.

Troubleshot enterprise learning platforms (Canvas, Brightspace) and Office 365, minimizing operational disruptions for faculty, staff, and students.

Utilized ServiceNow to track and resolve technical incidents with systematic documentation and rapid response strategies.

Advanced remote support techniques, such as VPN technologies and remote desktop solutions, were used for efficient technical interventions.

Contact Center Rep I 

TTEC

**Remote employee of Eeverfi**

Results-driven Support Specialist with a proven track record in delivering exceptional customer service across chat, email, and phone channels. Excels in efficiently resolving technical issues and enhancing user experience through versatile communication skills.
Key Achievements:

Consistently resolved 50+ support tickets weekly across multiple channels, demonstrating strong analytical and problem-solving skills.

Achieved top CSAT score of 100, reflecting exceptional communication and customer service abilities in diverse interaction formats

Increased quality adherence while reducing average resolution time across all channels, exceeding performance metrics

Swift and accurate resolution of technical issues via chat, email, and phone
Clear, concise communication adapted to each support channel
Empathetic interaction to de-escalate challenging situations in written and verbal contexts
Fast, solution-focused support in both digital and voice environments

Committed to delivering superior customer experiences through multi-channel support, upholding company standards for quality service across all interaction platforms.

Help Desk Specialist | Learning Service

**Remote employee of Rally Health**

Provided excellent customer support, warmly greeting members and efficiently addressing their inquiries about accounts, gym locations, and operational details. My role involved handling user requests like password resets, granting access, and processing registrations. When resolving issues or complaints, I listened attentively, diagnosed problems promptly, and communicated solutions clearly to promote satisfaction. I excelled at calming frustrated members through empathy and a patient, thoughtful approach, enhancing the overall membership experience.

Key Contributions & Accomplishments:

Recognized for outstanding improvement with accolades in October 2023.
Provided guidance and support to colleagues, facilitating the resolution of interaction challenges.
Earned performance-based incentives over a six-month period upon meeting established objectives.
Regularly provided technical support to team members with software issues to improve productivity.

Help Desk Specialist | Member Service

**Remote employee of Blue Cross Blue Shield**

Thrives in a call center environment, diffusing escalated situations through effective listening skills, analyzing information, documenting key items and partnering with other departments to resolve customer related tickets. 

Manages approx 30+ tickets daily
Conduct research to determine actions to take.
Examine appropriate documentation to determine authorizations and next steps to resolve tickets
Provide status updates while maintaining confidentiality
Conduct accurate data entry, file management, and customer communication 

Key Contributions & Accomplishments:
Averaged 96.6% adherence call flow, thus exceeding the corporate average goal of 95% 

Consistently improve call length by approx. 2 minutes from previous months by demonstrating strong company knowledge & protocols while creating positive member experiences.

Help Desk Specialist | Pharmacy Services

**Remote employee of Blue Cross Blue Shield**

Responded to tickets from members concerning various-related questions.  Fostered positive relationships with clients and colleagues while providing accurate and appropriate information in response to customer inquiries.

Formulated and enforced service center policies, procedures, and quality assurance measures. 
Utilized Salesforce to store notes while adhering to HIPAA privacy regulations, company requirements, and the Ulysses call flow. 

Key Contributions & Accomplishments:
Recognized by management for going above and beyond in service of addressing concerns made by customers and clients.

Help Desk Specialist | Medical  Services

💻 Tech Support Extraordinaire 💪🏼 | Google IT Support Certified 📜 | Help Desk Support & Administrator 🦸‍♂️ | Master of Troubleshooting & Problem Solving 🛠️

🌟 Skilled IT Help Desk professional dedicated to providing exceptional support and transforming challenges into opportunities. I aim to revolutionize IT support with a focus on bridging technology and user satisfaction. Excited to make a profound impact, one ticket at a time! 💪🚀

𝗣𝗢𝗦𝗜𝗧𝗜𝗢𝗡 𝗙𝗢𝗖𝗨𝗦: Computer System Administrator |  Information Technology Help Desk | Help Desk Support Specialist | Help Desk Administrator 

𝗥𝗘𝗦𝗨𝗟𝗧𝗦:
✅ Hands-on experience in training end-users with the installation and up-gradation of software, commonly occurring IT issues.

✅ In-depth knowledge of installing and maintaining computer systems, hardware, and software.

✅ Well-versed in maintaining computer network & technology systems as primary IT support contact.

✅ Skilled in handling high volume calls and emails in a Help Desk environment using problem-solving techniques while maintaining high customer satisfaction.

✅ Knack for intuitively understanding objectives and goals, and  fine-tuned troubleshooting and resolution skills to address hardware and software problems on computer systems.

✅ Managed and improved computer networks and enacted infrastructure inspection plans to ensure network quality.

𝗪𝗵𝗮𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗿𝘀, 𝗣𝗲𝗲𝗿𝘀, 𝗮𝗻𝗱 𝗔𝘀𝘀𝗼𝗰𝗶𝗮𝘁𝗲𝘀 𝘀𝗮𝘆 𝗮𝗯𝗼𝘂𝘁 𝘄𝗼𝗿𝗸𝗶𝗻𝗴 𝘄𝗶𝘁𝗵 𝗺𝗲:
Punctual, Detailed Oriented, Dedicated, Knowledgeable, Inquisitive, Persistent, Outgoing, Team Player, Kind, and  dependable.  "Timothy is a dedicated and hard worker. He will work to resolve an issue from start to finish. Always has the best intentions in resolving a customer issue."

𝗦𝗞𝗜𝗟𝗟𝗦:
Inbound & Outbound Call Handling, Tier II Help Desk, Active Directory, End User Support, Complaint Handling & Issue Resolution, Conflict Management, Customer Satisfaction, IT Remote Systems Administrator Active Directory Windows Server 12, QA Analyst Application Testing Case Design Specifications, Quality Assurance Test Cases, Test Coverage, Test Strategy, Web Development, Customer Success, IT Helpdesk,  Customer Service, Communication Skills, Office 365, Operating Systems, Technical Support, Customer Support, JIRA, Customer Support, Customer Services,Service Desk

𝗢𝘂𝘁𝘀𝗶𝗱𝗲 𝗼𝗳 𝘄𝗼𝗿𝗸 𝘆𝗼𝘂 𝗰𝗮𝗻 𝗳𝗶𝗻𝗱 𝗺𝗲:
📷 Photography
🎗️ Volunteering with Cancer Awareness Organizations
🌲 Nature Walks
📺 Watching Old TV Shows: Leave it to Beaver, Dragnet, and Johnny Dollar

🤝 𝗟𝗲𝘁'𝘀 𝗖𝗼𝗻𝗻𝗲𝗰𝘁
📩 timothy-1992@live.com

📅 𝗔𝗰𝘁𝗶𝘃𝗲𝗹𝘆 𝗮𝗰𝗰𝗲𝗽𝘁𝗶𝗻𝗴 𝗼𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝗶𝗲𝘀 𝘁𝗼 𝗶𝗻𝘁𝗲𝗿𝘃𝗶𝗲𝘄

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The Battle

Peter Laughter

Timothy Hoag

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