Adam M. Thomas Email & Phone Number

Phoenix, Az, Us

Dallas, Texas, Us

Successfully revamped operational structures and frameworks, leading the implementation of cutting-edge technology, compliance measures, and strategic initiatives to elevate organizational efficiency and customer-centric experiences across all divisions.Reduced operational costs by more than 55% in first 12 months• Restructured Customer Support processes and introduced Account Management roles• Implemented Zendesk, voice and chatbot solutions• Created metrics reporting system that was the baseline for the entire organization• Reduced customer churn by 42% through increased contact and awarenessObtained vital certifications required by all enterprise customers• Spearheaded the awarding of SOC2 Type I and II certification and facilitated ERC credit• Developed legal templates, ensured insurance compliance, and worked with outside counsel• Contributed to setting company strategy and budgeting process• Established KPIs and annual employee reviews across entire organization

Buffalo, New York, Us

Palo Alto, Ca, Us

**Acquired Go Moment in Nov 2021**Support merger integration efforts. Act as subject matter expert related to privacy, consent, and consumer rights laws. Train, mentor, and coach teams to ensure seamless transition to new system. Provide due diligence and support quick closing processes. Analyze market data to create financial models to drive pricing decisions.Raised total monthly recurring revenue 34%+● Gathered data across all properties to evaluate costs vs budget projections● Reviewed existing contracts to identify candidates for renegotiation● Negotiated partnership renewal terms to increase overall contract value 50%+

Santa Monica, Ca, Us

Managed P&L, financial modeling, and forecasting. Ensured compliance to laws, regulations, and industry guidelines. Reviewed existing agreements to negotiation favorable renewals. Analyzed operations to improve efficiency.Built, launched, and managed all ops processes achieving 40% reduction in labor expense● Created and improved company processes for Customer Success and Sales teams● Removed bottlenecks and streamlined customer communication within all channels● Restructured existing operational focus to cash recovery and deferred payments through lockdownsCollaborated with cross-functional teams to drive additional $14M incremental revenue● Identified product gap and helped drive teams to create GTM solutions● Operationalized internal processes to quickly scale knowledge to relevant teams● Created data models to measure success of new products and drive improvementsCollected $2M+ deferred revenue during COVID-19● Restructured operational focus to cash recovery and deferred payments through lockdowns● Strengthened existing relationships to retain 90%+ of business book● Processed payments according to new scheduling to recover 99%+ of propertiesReduced YoY staff turnover rate 60%+● Reviewed operations to identify lapses in staff support● Authored human resource processes to alleviate employee concerns● Created People Operations to strengthen staff morale and engagementElevated net savings 50%+ with negotiation of major SaaS vendor partnerships● Fostered long term, mutually beneficial relationships with stakeholders and vendors● Maintained financial modeling and forecasting plans to ensure project vision● Liaised with partners, product, and sales teams to drive overall valueGenerated $500K+ new business revenue with ROI study● Analyzed market to evaluate ROI on text messaging in hospitality industry● Consolidated findings to author case study and implement changes● Integrated new procedures and processes to supplement sales training

Tempe, Arizona, Us

Developed by recruiters as an advanced SaaS recruiting platform, mobile app and extensive CRM. vCandidates.com assists recruiters by combining all recruiting tools into one cost effective subscription. It is also an effective tool for candidates to track their interviewing status and connect with recruiters without using job search boards.

Los Angeles, California, Us

Analyzed complex data sets to translate performance into comprehensive reporting. Oversaw business compliance and company intellectual property. Standardized and scaled business metrics and reporting protocols.Scaled operations 250%+, raised customer management efficiency 270%+ with CRM implementation● Identified quality inconsistencies to plan workflow improvements● Collaborated with cross-functional teams to create processes, and automate customer communications● Leveraged workflow improvements to process 250% more clientsAttained $2M+ in additional total contract value● Worked with sales team to create agreements and scalable documentation● Launched document review and storage process to ensure legal compliance● Evaluated post-launch performance to adjust and improve as needed

Reinventing the Nutrition Industry

The new way to shop, Name Your Price on electronics and consumer items.

Los Angeles, California, Us

Managed onboarding processes for thousands of in-field technicians. Ensured new hire buy in with engaging development principles. Supported scaling efforts and launched online eligibility testing.Raised number of platform technicians 8830%● Launched planning to aggressively scale operations over 18-month period● Developed industry leading best practices to streamline onboarding procedures● Created the Independent Contractor Technician Agreement to secure appropriate staffingDecreased incoming general customer support calls 65%+● Trained and developed internal Technical Support team to assist field technicians in real time● Rolled out redesigned workflow, processes, and procedures to streamline field operations● Raised overall technician competency to increase rate of on-site, long term issue resolution

Mountain View, California, Us

Launched 20 new product rollouts worth $100M+ in sales● Collected customer feedback to develop products based on identified needs● Collaborated with cross-functional teams to create and automate new services● Oversaw creation of marketing plan to demonstrate product valueScaled corporate filing subscription services to $48M+ in annual sales, 18% above goal● Navigated state compliance to address needs of registered agent-users● Streamlined mailing processes to reduce shipping costs 15%● Bundled new services with existing products to boost conversion ratesSaved organization $2.4M annually with customer retention team● Recruited customer retention staff to recover lost customers● Developed outbound marketing campaign to target past users● Oversaw and mentored 14-member team to reverse customer lossDirected 40%+ growth rate, exceeding annual budget forecast by 10%+● Reviewed procedures to identify weaknesses and create actionable solutions● Onboarded new hires and led implementation of changes● Minimized customer wait times and employee morale to maintain rapport

Mountain View, California, Us

• Managed $45M P&L and partnered with President and CEO to prioritize strategic projects and capital expenditure • Lead on-going strategic process improvements to make operations cost effective and successful• Accountable for division operations and product fulfillment, 85 employees across two U.S. and international locations • Evolved teams and org chart to enable sales and call volume growth rates of 50% and 40% respectively

Mountain View, California, Us

• Scaled 20+ product rollouts contributing $100M+ in sales and lowered divisional operation costs by 10% annually• Reduced staffing rates by 20% annually through implementation of on-going cross-training and process improvements• Established performance goals / objectives to support sales and call volume growth rates of 40% and 60% respectively

Mountain View, California, Us

• Lead product pilots and launches, including management of cross-functional teams to ensure customer adoption• Automated workflows and implemented paperless order management system resulting in 500% increase in productivity • Reorganized division, established quotas, trained on product and services, and united group towards a common goal • Built 3rd party strategic business relationships, enabling faster product development and delivery

El Segundo, California, Us

Bachelor'S Degree, Business / Entrepreneur

General Management Certification, Global Management And Leadership Strategies

Juris Doctor (J.D.), Internet Law / Intellectual Property

High School, High School/Secondary Diplomas And Certificates