Bryan Thomas Email & Phone Number

Virginia Beach, Va, Us

Virginia Beach, Virginia, Us

Lead the development and execution of a comprehensive customer lifecycle strategy for a SaaS platform, incorporating webinars, office hours, and automated, trigger-based communications to improve client engagement.Collaborate closely with marketing, product, and operations teams to ensure cohesive, high-quality customer experiences across both digital and live interactions.Develop and implement complaint resolution procedures, proactively managing escalations and ensuring timely resolution of customer issues to exceed client expectations.Drive short- and long-term customer service objectives, including strategic account management, data-driven performance reviews, and continuous optimization of customer-facing processes.Oversee a support team located across multiple sites, ensuring efficient use of resources and adherence to service level agreements.

Virginia Beach, Virginia, Us

Directed day-to-day operations of the technical support team, ensuring timely resolution of client issues and adherence to performance benchmarks.Developed performance indicators and quality assurance protocols that increased first-call resolution rates by 15%.Managed a team of technical leads and support staff, providing coaching, training, and regular performance reviews to optimize team productivity.

Virginia Beach, Virginia, Us

Essential Functions/Priorities:Serve as the first point of contact for customers seeking technical assistance over phone, email, chat, and other communication mediums. Perform remote troubleshooting of customer issues over web meetings and email.Train customers on the use of Decisions.Investigate, test and submit product defects to engineering team for redressSupport Duties:Schedule and coordinate meetings to review and solve customer issues.Take detailed notes and record events/problems in appropriate knowledge base Maintain consistent communication with customers for open issuesBuilding example projects to aid the customers in the learning and problem solving processPass on any customer feedback or suggestions to appropriate internal teams Identify problem points in the product for improvement in future releases

Virginia Beach, Va, Us

Virginia Beach, Va, Us

Major Functions:Manage the operations team working in enrollment systems to support employee procedures, training, and ease-of-use. Manage the helpdesk system for all EM ticketing systems. Work in conjunction with the manager of enrollment systems development to ensure overall dynamics CRM health, and implement system strategies to increase enrollment and retain current students. Essential Functions: Maintain the dynamics client relationship manager (CRM) to ensure ease of use and effectiveness for Enrollment Management staff including:Maintaining the integrity of the CRM reporting by regular data validation and clean up Liaising with Information Technology department on data integration, scheduling, and report customization and creation Maintaining static reports in a dynamic business environment, updating the data dictionary, and recommending new or improved business processes using lean concepts and methodologies Act as the primary systems and analytic support point of contact for all EM staff on all EM systemsManage the team responding to support tickets to ensure quick turn around on staff and student issues and errors. Work closely with EM, IT and Marketing leadership to:Direct CRM tools to measure effectiveness, asses ROI, and provide strategic recommendations regarding enrollment operations and processes. Review and analyze administrative business processes and needs for efficiency, simplification, and automation Manage other operational reporting, data analysis, and statistical evaluation including daily, weekly, monthly, annual, and ad hoc reports for admissions, financial aid, and related enrollment management departments. Provide oversight to strategic reporting requests for University constituencies Work closely with workforce management and other call center operational staff to query and maintain phone systems and related CRM integration.

Virginia Beach, Va, Us

Comprehensive knowledge of AVAYA aura products and modules such as contact center, workforce optimization, Quality monitoring, and specific integration with Microsoft CRM using the AMC soft phone platform. Expected to manage these systems company, specifically with technical troubleshooting, user management roles and quality data querying. System administration of Microsoft Dynamics CRM (Recruit), and frequent use of banner and blackboard analytics systems. Other responsibilities include providing data and reporting for directors and other senior level management, General technical support and troubleshooting for staff members, analysis of business processes and automation for further refinement.Expected to maintain update knowledge of current systems company wide, as well as help to optimize or create new processes to streamline work production. Optimization includes automating current and redundant processes, creating new data analytic tools and dynamic power queries, as well as analyzing current practices to identify weak points and implement solutions to fix them.

Virginia Beach, Va, Us

Responsible for managing the recruitment of a prospect student pool. Worked closely with prospects from the point of inquiry through enrollment deposit in a supportive, proactive and professional mannerRecruited and followed-up with prospective students and applicants through letters, phone calls, e-mail, and chat, while maintaining timely, frequent, and effective communication in accordance with department policies and procedures. Kept up with research and maintain a knowledge of the University, financial aid and scholarships, transcript and credit evaluation policies, and student advising, Reviewed and evaluated application files for the recommendation of admissions decisions Conducted campus tours and interviews; and travel as assigned to college fairs, seminars, church meetings, etc.

Virginia Beach, Va, Us

Provided individual clinical sessions with undergraduate and Graduate studentsCreated psychoeducational training and workshops and presented to multiple on-campus organizationsParticipated in case consultations and supervision which included treatment plan creation and DSM-5 & DSM-IV TR diagnosesUsed D.A.P. and S.O.A.P format to record client notes and progressAttended student fairs and trainings for outreach and counseling awarenessProvided community referral options for medication and testing needsWorked with clients on issues pertaining to addiction, anxiety, depression, adjustment, sexuality, relational abuse, sexual trauma, and suicidal ideation among others.

Atlanta, Georgia, Us

Contacted new and existing customers to discuss how their needs could be met through specific products and services.Quoted prices, credit terms and other bid specifications.Selected the correct products based on customer needs, product specifications and applicable regulations.Created sales contacts off-premise accounts.Prioritized tasks and projects to meet tight deadlines.Consulted with businesses to supply accurate product and service information.Met existing customers to review current services and expand sales opportunities.Built relationships with customers and the community to promote long term business growth.Helped team to exceed quarterly sales quotas every quarter for 2 straight years.

practicum student learning the ins and outs of performing psychotherapy on a variety of clients as well as building a new practice from the ground up including client retention and clerical house keeping.

Alexandria, Virginia, Us

Verified proper portion sizes and consistently attained high food quality standards.Instructed new staff in proper food preparation, food storage, use of kitchen equipment and utensils, sanitation and safety issues.Regularly interacted with guests to obtain feedback on product quality and service levels.Achieved and exceeded performance, budget and team goals.Maintained smooth and timely operations in preparation and delivery of meals and kitchen sanitation.Inspected kitchens to observe food preparation quality and service, food appearance and cleanliness of production and service areas.Properly labeled and stored all raw food ingredients including produce, meat, fish, poultry, dairy and dry goods in the appropriate storage room, walk-in refrigerator, and cooler.Practiced safe food handling procedures at all times.Cooked and served food and meals in accordance with planned menus, recipes, portions, and temperature control procedures.

Master Of Arts (M.A.), Clinical Mental Health Counseling

Bachelor Of Arts (B.A.), American History (United States)

Associate Of Science (A.S.), Social Sciences