Jamel Thomas Email and Phone Number

Led initiative to build out a self service tool to help guide team members through troubleshooting steps to increase first call resolution and reduce average handle time. Responsible for planning, resource management, budgeting and scheduling for the development team. Partnered with Operations Leadership team to form a technical team to manage ongoing development after user acceptance testing. Project resulted in a self service tool used across the entire customer support organization resulting in a 1.9M annual cost savings.Led and managed Outlier Management program to reduce average handle time (AHT) through identifying opportunities across customer support. Responsible for Implementing mechanisms to track and assess customer engagements to target outliers in processes, and tools. Partnering with customer support leadership to create improvement plans for a road to green for outliers. Bringing first party and third party partners to goal for AHT in 8 months, recovering $900k in operational expendituresLed initiative to optimize outgoing team member communications to create one voice for all outgoing support communications. Managed planning, analysis and execution of deployment. Implemented a system with shortcuts (response templates). Project reduced average handle time by ~1% resulting in $700k in annual savings.Led partnership with Content Management, Development and Engineering team to minimize inbound contacts. Responsible for optimizing all customer facing content to include self service troubleshooting steps and back-links to resources. Created checkpoints and prompts in-app through flagging metadata using identifiers on the backend to activate prompts with resolution steps and related resources for setup and feature self-help.

Identify and define new product opportunities and requirements, with a focus on user experience, neighbor impact and other mission critical values. Provide leadership to and collaborate with diverse engineering teams in definition and execution of new product plans and features. Bring innovative new products to market quickly and efficiently.Planning of new product introductions, policies, forecasting, and promotion. Create compelling product launch material including product datasheets, product guides, application notes and product comparisons.Alongside partner engineering team, we are creating sales enablement tools for the inside distribution channel.Create and maintain product roadmaps for assigned product lines and manage life-cycle of existing product lines

Responsible for learning and performance of vendors, third part support centers and BigBox retail partners training. Conducted training for administration, middle management and front line employees, internally and offsite to drive ensure a top tier customer experience across sites.Developed and assessed materials for instructor lead, online and blended learning application. Taught new skills and business systems to team members, vendors and retail partners.

Managed training team, scheduling and instructional design content. Trained aspiring trainers and coached to goals.Lead implementation and launch of internal learning management system to assess and influence team building through blended learning techniques. Assisted in driving CS growth from 150 to over 1000 team members in 8 months.

Managed support team of 15+ agents at any given time. Assisted with the on-boarding of imminent candidates. Implemented and converted from hard phone to soft phone VOIP phone systems. Served as ZenDesk administrator and account manager, configuring and building macros, SLA's, views, teams, groups, scheduling and more.View Management was a top priority, as our neighbors are the community.