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 requirements/business rules for use by all internal teams

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.• Collaborated on the onboarding process for the product support center.• Assisted customers with maximizing their product features and materials.• Contributed to ongoing improvement and expansion of product and technical documentation.• Created process flow for customer offboarding.

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. • Developed, wrote, and implemented SOPs and training materials for the Escalations department.• Ensured Level 3 policies and procedures were in compliance with regulatory standards.• Served as the final point contact for all team escalations and issue resolution.• Hired, trained, and coached team to meet business unit goals and objectives.

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.• Proactively monitor the daily statistical reports generated by using call center tools.• Assist with trend reporting to identify best practices and development areas.• Trained multiple technical support classes during call center ramp up period.• Provide on-going training on new products and processes as needed.• Ensure timely and effective new hire training. • Execute training plans as per business requirements. • Define current skill levels through skill assessments and improvement. • Provide ongoing program support (on floor support as and when required). • Provide attendance reports and trainee assessments regarding training activities.• Participate in calibration sessions with the team ensure that the training calendar is followed.

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.• Participated in weekly calibration sessions.• Used employee performance data to write performance appraisals.• Approved employee timesheets and administer changes where applicable.• Ensured employee training requirements are fulfilled.• Assisted with interviewing and hiring new customer service reps. • Directed process improvement strategy when objectives were not met.• Administered appropriate disciplinary action as warranted, including termination.• Monitored call queue management and traffic back up plans during periods of high call volume. • Served as the point of contact for escalation issues upon customer or executive request.