Donnell Thomas Email & Phone Number

New York, Ny, Us

Atlanta, Georgia, United States

Project Collaboration & Product Rollouts: Played an integral role in cross-functional projects, collaborating with multiple teams for the successful rollout of beta products. Ensured seamless transitions from development to customer-facing environments.Technical Assistance: Utilize Active Directory for daily password resets, unlocking accounts and access management. Remote in to help troubleshoot issues customers may be facing at the time of chat/call such as domain issues, account mismanaging (password sharing), and FedEx basics (tracking notifications, access shipping history). Resolved 8-10 daily support tickets using Jira as part of a team handling 100+ daily requests, maintaining high customer satisfaction. Use of Microsoft Suite(O365) to communicate and collaborate (Outlook/SharePoint), Excel for tracking shipments and analyzing data.Customer Engagement & Support: Regularly engaged with customers through calls, providing expert guidance on product usage and resolving technical issues promptly. Focused on delivering a smooth and efficient customer experience, often working closely with Account Executives (AEs) to ensure successful onboarding.Training & Mentorship: Trained new team members on best practices for customer engagement and technical support, ensuring consistent service delivery across the team. Acted as a mentor, providing ongoing support and knowledge sharing.Cross-Team Communication: Effectively communicated with various internal teams, including Sales Engineers (SEs), to submit feature requests and advocate for product improvements based on customer feedback and troubleshooting insights.Problem-Solving & Adaptability: Demonstrated a proactive approach to problem-solving, quickly adapting to new challenges and customer needs. Maintained a calm and professional demeanor, even in high-pressure situations, to deliver outstanding service.

Atlanta, Georgia, United States

Delivering and picking up packages: Deliver packages to customers' homes and businesses in a timely mannerProviding customer service: Take phone calls from customers and provide exceptionalcustomer serviceMaintaining the delivery vehicle: Inspect the vehicle before and after each route, and keep it clean and in good conditionOther responsibilities: Load and unload the vehicle, collect on unpaid orders, and maintain an accurate inventory of packages inside of truck

Atlanta, Georgia, United States

Technical Assistance: Utilize Adobe Suite on a daily basis to fulfill custom orders and projects (business cards, pamphlets, portraits, books, etc.) submitted by customers via in store andonline. Work within FedEx’s internal ticketing system to successfully complete tickets beforetheir due time and regularly update the customer throughout the process of their project. Customer Engagement & Support: Engage in front-end customer service to assist customers with shipping, tracking, managing packages and customization of orders. Display de-escalation tactics (active listening, calm demeanor, empathy and offering solution-based responses) when assisting unsatisfied customers and escalating issues when solutions aren’t within the guidelines of my position (floor lead). Operated the Point of Sale terminal (POS), handling financial transactions and making changes. Issue customer refunds upon the approval of store manager and assistant manager. Draft up a final email at the end of the night communicating to the opening floor lead about expiring tickets, end points of tickets opened that day and what needed to be completed, and regular day-to-day operation updates within the team and store. Conduct routine inventory checks on packages delivered for in-store holding and report the data to manager/assistant manager. Maintain store cleanliness before, during and after store hours. Training & Mentorship: Trained new team members on all things dealing with production and shipping.Cross-Team Communication: Effectively communicated with internal teams, including area and regional managers, about future company rollouts, specials, updates and more.

Atlanta, Georgia, United States

Technical Troubleshooting: Provided tier 1 technical support for AT&T wireless services and devices to successfully resolve hardware/software issues through systematic troubleshooting with around 95% first-call resolution. Used Google Workspace Admin to diagnose and resolve problems efficiently. This included verbally walking customers through issues, using screen sharing to help assist and remoting in if the customer couldn’t fully grasp what was being asked or having issues on their end disabling them to follow the next step. Use ticketing system Zendesk to track, manage and troubleshoot issues for products (Hardware and Software), customer accounts, passwords, etc. As well as collect/protect data for customers .Customer Interaction & Issue Resolution: Handled a high volume of customer interactions, both inbound and outbound, with a focus on delivering exceptional service. Resolved technical and billing inquiries, ensuring customer satisfaction through effective communication and problem- solving while developing comprehensive technical documentation and user guides for common issues that my teammates or I may see again in the future.Problem-Solving & Adaptability: Properly follow the steps and procedures of de-escalation with troubled customers while maintaining professionalism and courtesy. Work independently and collaboratively within a team and higher ups. Maintained up-to-date knowledge base of technical solutions and best practicesPrograms: Microsoft Office Suite (O365), Google Workspace Admin, Zendesk