Bibi S Thomas Email & Phone Number

United States

1.Acting as a central point of contact between Verizon and Strategic Partner to ensure clear communication and alignment on customer obligations.2. Monitoring and tracking progress on commitments made to customers to ensure they are being met efficiently in accordance with contractual language.3. Resolving any issues or conflicts that may arise between companies in fulfilling their obligations to customers.4. Providing regular updates and reports to all parties involved to keep them informed of progress and any potential challenges.5. Identifying opportunities for process improvements or efficiencies to enhance the overall customer experience.

Global

Led a Global team of Client Service Managers, focus on strategic planning, transformation initiatives, process improvements, removing barriers and solving problems for optimal productive results in the Premier/Enterprise segment.Oversee customer performance analysis related to post sales support in areas of SLA compliance, Service Delivery, Billing and Overall Account SupportBuilding/Growing partnerships with key internal/external stake holdersInitiating, Streamlining and Developing new processes to improve the teams' performancePartner with internal colleagues to coordinate and collaborate on constituent relationships, ensuring a cohesive strategy.Collaborate with leaders on strategy and transformation initiatives

United States

Liaison for the Global/National Accounts. Direct project management, internal/external coordination, scheduling, budgeting, and risk management. Extensive written and verbal communication with customer leadership (C level executives) and collaboration with various departments and vendors through consulting and best practices advising. Partner with executive leaders in order to increase revenue/reduce churn with Global/National related accounts, in the Financial, Healthcare, Entertainment/IT, Retail /Hospitality Verticals. Oversee the delivery of strategic, cross-functional, highly visible projects within time, cost, scope and quality defined boundaries, in accordance with the company's methodologies and disciplines. Effectively lead project teams, business sponsors, and senior leadership through the project life cycle with successful results. Handle daily data collection duties and prepare related reports. Determine more efficient ways of collecting and qualifying data. Utilize various analytical tools to develop more efficient system operations. Provide onsite visits, monthly, quarterly reviews that analyses the book of business. Review financial statements with the team and provide data analysis reports. Key Accomplishments:• Created custom templates and document system, improving reliability, efficiency, and responsiveness by 90%.• Improved internal efficiency by analyzing and troubleshooting existing departmental processes.• Deliver the strategy for new business development, marketing and communication, in close collaboration with the Executive Directors, Board of Directors, and Sales Management.• Manage effective partnerships with both existing and new key corporate partners• Initiate and manage existing and potential strategic corporate and media relationships, together with the Senior Vice President• Engage in presentations, and onsite training/demonstration to existing clients/prospects at meetings and dedicated events- ITIL Certified V3

United States

Managed coached and mentored a ten member leadership team nationwide with accounts totaling an annual revenue threshold of $500K to $500M. Created internal training materials and mentored/coached national customer service team. Fostered client satisfaction through pioneering use of multi-contact model; collaborated with executives, leading organizations, and internal departments to maximize growth. Fortune 500/100 clientele lists that encompassed the medical, entertainment, financial and retail verticals. Key Accomplishments:• Recognized for Superior Customer Service as Client Services Manager from 2005-2010.• Increased profits and customer satisfaction through strategic account planning and collaboration. • Boosted efficiency of ten-member national customer service team by developing standardized schedules, analyzing data and on time execution of projects.• Maintained overall responsibility and accountability for ensuring the project outcomes are achieved and reported, ensuring that the marketing strategy was in line with project requirements.• Motivated and supported all participating projects, creating an environment in which participants were clear about their individual roles and responsibilities• Achieved 99% revenue retention through increased efficiency.

Greater Los Angeles Area

Managed team of 15 technicians, engineers, and field staff through clear definitions of performance, standards, and accountability; provided mentoring and coaching. Determined production schedules through detailed analysis of work orders and goals. Collaborated with other internal/external departments to establish delivery schedules. Key Accomplishments:• Ranked #1 Operations Team in 2000. • Enhanced efficiency of operations through collaboration with management and other supervisors.

Greater Los Angeles Area

First point of contact for existing customers, responded to a variety of customer requests and inquiries via the telephone or in person. Perform duties in line with the organization’s policy and procedures, service standards and code of practice.Key Accomplishments:• Researched and resolved customer concerns, acting as the customer liaison. • Cross sold products and services based on customers’ needs and in accordance with the bank standards• Reviewed financial data and provided analysis reports

Beverly Hills, Ca

Managed, and motivated the bank’s team. Resolved complex but yet routine transactions to customers’ satisfactions and within process guidelines. Identified opportunities for improvement both on the operational/non-operational departments. Provided mentoring/coaching to the staff members in order for them to achieve, meet and exceed personal/team goals. Ensure that the bank was in compliance with internal and government regulations. Coordinated and oversaw the daily operations of the branch.Key Accomplishments:• Ranked # 1 Client Relations for year 1997 & 1998• Branch was Ranked # 1 for Revenue 1997 &1998• President’s Club 1997 & 1998

Greater Los Angeles Area

Efficient Operation of the Teller Line, assuring quality customer service is provided to new/existing clientele. Managed the cash flow within the branch verifying cash/check deposits, and bank securities.Key Accomplishments:• Promoted from teller to lead teller, then to Client Services Officer• Hired, managed and trained the bank staff working with them to meet sales objectives.