Tim Hughley, Manager of Monitoring Customer Service (MCS), began his career with BI Incorporated at the Boulder, CO facility in 1991. Tim was hired as a third shift Monitoring Specialist, at that time called a System Monitor. He was promoted to Monitoring Supervisor after just six months and held various roles in the BI Monitoring organization including inventory and technical roles, due to his aptitude working within the BI GuardWare software platform and BI field equipment.
The MCS department was first formed in 1994, primarily as an informational resource for the Sales team and to help standardize the Monitoring Operation’s services and instructions. The team has thrived and still provides critical support to the Monitoring Operation, Partnership Development, and customers nationwide. Promoted to his current MCS management role in 2002, one of Tim’s strongest skills is helping officers optimize their use of the company’s monitoring products and services, as well as finding ways to increase officer efficiency and satisfaction.
When asked what his favorite part of the job is, Tim said, “It’s gratifying to work with an unhappy customer and turn their negative experience into a positive one. I enjoy analyzing what customers are doing and finding the best solution for their specific needs. Officers get excited when we show them everything our software can do.” When asked about his management role, he said, “It’s easy to look good when your staff is as good as mine. They’re fantastic and I trust them. I’m a hands off manager.” The average tenure for the MCS team is more than 25 years, so BI customers know that they’ll get the assistance they need, when they need it.
One of Tim’s proudest moments was when the company first acquired and implemented a large state contract. He said, “The agency didn’t want anything to do with us at first. Then officers wanted very personalized services and wanted us to coddle them. It took a lot of work, patience and time, about two years, to turn that agency around, but they have been, and are still, one of our most satisfied customers.”
Tim has built relationships with an extensive network of BI customers and employees throughout the organization. He has a no-nonsense, professional demeanor, and has helped earn the trust and loyalty of many “challenging” BI customers throughout the years. Tim is also the primary resource for mass monitoring customer communications, so officers look to him for technical expertise as well as direct and timely updates.
Tim has resided in a small town in Wisconsin for the last 25 years. When not working, Tim, his wife Amy, and their dog, Olive, enjoy hiking and snowshoeing in the nearby Chequamegon National Forest. In his spare time, he also brews his own beer! Congratulations, Tim on this well deserved award!
