Brian Thomas Email & Phone Number

Duluth, GA, US

Serve as primary strategic point of contact for clients, including requests for new products/servicesMeet and exceed retention goals through contract renewals and upsells and write contracts as neededUtilize project management skills to establish deliverables and ensure that all commitments are met on-time and within budgetCreate client.

Atlanta, Georgia, United States

• Delivered comprehensive product support to domestic and international customers and business partners.
• Investigated, triaged, and reported to technical team, system bugs and issues through incident tracking system.
• Monitored ticket/issue status through resolution, ensuring compliance to team SLAs.
• Improved individual case resolution rate by 20%.
• Used feedback to develop self-awareness, personal growth and address development areas.
• Actively communicated with customers while providing functional and technical guidance.

Atlanta Ga

• Lead team responsible for resolving escalated issues related to the real estate auction website.
• Collaborated other departments to optimize website functionality and user experience.
• Improved escalation resolution rate by 25% through process improvement and coaching.
• Investigated fraudulent bidding activity through research and analysis of fraud trends and fraud events.
• Reduced fraudulent bidding and users by 30% resulting in overall cost savings.
• Monitored and responded to online surveys and social media channels to gauge customer sentiment.

Norcross GA

• Dual role of Quality Analyst and member of training staff for Apple iOS device suport and associated products.
• Evaluate technical calls for customer service skills, technical skills, and policy and procedure adherence.
• Provide coaching feedback and calibration sessions with Team Leaders.
• Participate in and facilitate Client and Internal Calibration Sessions.
• Report results of evaluations to appropriate stakeholders on a weekly or monthly basis as required.
• Perform root cause analysis on Customer Survey (CSAT) results for improvement of customer satisfaction scores.

Norcross GA

• Customer Service Team ManagerAT&T Wireless, Avalon Ridge Call Center, Norcross, Ga. October 2006 to April 2011
• Managed iPhone Support and Customer Relocations team. Including work assignments, call quality monitoring, performance management coaching and analysis.
• Responsible for human resources functions, reports and analysis of center statistics, one on one meetings, quality control, scheduling, managing individual time on phone,
• Team consistently exceeded quality objectives and performance targets.
• Successfully improved employee performance through call quality observations and coaching.
• Managed Customer Service Representatives’ progress with constant eye toward improvement.