Austin Thomas Email & Phone Number

Scottsdale, Arizona, United States

Tucson, Arizona, United States

- Supported cycling products through phone, chat and email- Provided technical support and guidance to customers with varying levels of technological skill- Tracked common product issues to identify opportunities for future product enhancements- Reported software and hardware issues to the engineering team to identify root cause

Tucson, Arizona Area

- Implemented training in a classroom environment when D&B contracted a BPO contact center of 100+ agents in the Philippines. This required creating and presenting training material, monitoring agent performance, and reporting feedback to global customer service leaders. - Led project to revise and improve all internal FAQ documents that required coordination with subject matter experts across the company and with worldwide network partners- Directly supported a team of up to 40 customer service representatives- Provided regular one-on-one training and development sessions to team members resulting in a consistent increase in quality and customer satisfaction- Managed a platform migration project after a major acquisition that included delegating tasks to different customer service teams- Created and maintained key performance indicator (KPI) reports to document performance of customer service teams

- Implemented workforce management processes leading to an improvement in all service level targets in the Tucson contact center- Utilized various staffing models to determine appropriate staffing levels and schedules- Monitored schedule adherence and enforced adherence policies- Administered quality assurance surveys to customers and reported feedback- Led project to integrate data from multiple, independent systems into a single, central database improving the delivery of contact center data to key management staff

Tucson, Arizona Area

- Created and led a task force to establish new, more effective quality standards for the customer service team resulting in increased sales and improvement in customer interactions- Assisted in facilitating and developing training sessions for several new-hire classes- Contributed to task forces that integrated and streamlined internal processes leading to fewer escalated calls and enhanced customer satisfaction- Maintained Expert Credit Advisor certification

Tucson, Arizona Area

- Provided world-class customer service to clients in relation to their business credit report.- Averaged 300% of sales targets month to month- Completed optional training courses to improve my knowledge in relation to Dun and Bradstreet services