Lonnie Thomas Ii Email & Phone Number

Upper Marlboro, Md, Us

United States

Washington Dc-Baltimore Area

•Schedule and facilitate status updates, calls, and meetings for 50+ people across departments, and successfully implement and train users on changes and enhancements.•Implemented agile methodologies, resulting in a 20% increase in team productivity.•Collaborated with cross-functional teams to define project scope, objectives, and deliverables.•Developed and executed comprehensive project plans, ensuring effective resource allocation and risk management.•Completed the migration of legacy systems, improving data integrity and reducing operational costs.

Washington, District Of Columbia, United States

•Supervision of multiple temporary housing sites for migrants in the Washington, DC area.•Managing staff and ensuring the implementation of and adherence to shelter rules and procedures, including all Standard Operating Procedures.•Overseeing the program’s multi-disciplinary teams and ensuring integration of the delivery of services to the families.• Led a minimum of four direct reporting staff and their subordinates to ensure that clients completed tasks (such as gaining entitlements, employment, and housing options).

Annapolis Junction, Maryland, United States

•QA and Test Automation supervisor of Verizon’s UAT team with 5 contractor direct reports.•Communicated opportunities and ideas to leadership clearly and consistently identified opportunities to preserve, strengthen, and transform concepts that increased quarterly productivity by 13%.•Devised and executed 12 new processes and procedures to streamline operations.•Spearheaded navigation of monthly roadblocks and guaranteed outcomes that were delivered post-implementation and provided clear outlines of projects, key milestones, delivery targets, and expected results upon completion.

Hanover, Maryland, United States

•Established 5 plans and objectives in cross-functional projects and business initiatives to improve all operational performance.•Evaluated current processes to develop improvement plans monthly with quarterly implementation.•Compiled research data and gave professional presentations highlighting findings and recommended optimizations that grew sales by 30% in the first year.•Trained and coached team members on best practices for customer service and sales techniques to improve customer experience.

Hanover, Maryland, United States

•Worked closely with key stakeholders to maintain a continuous flow of information specific to project status, identify potential issues and opportunities, and help remove gaps for any ongoing billing issues.•Coached, trained, and motivated a team of 8-13 coordinators using the "Deliver the Promise" Coaching Model to guarantee excellent customer service and prepared them to exceed company KPIs.•Developed strategic relationships with external partners, vendors, and key shareholders to achieve sustainable competitive advantage for main areas of business.•Analyzed technical business needs and documented requirements to translate them into functional, non-functional, and technical specifications.

Hanover, Maryland, United States

•Managing priorities to safeguard task completion and exceeded performance goals by using research and execution of multiple large projects for the most extensive account.•Established strong working relationships with other teams and cross-functional departments to identify opportunities to improve customer experience and drive business results forward within a year.•Industrialized 4 strategies to achieve account management priorities while maintaining performance metrics and building relationships with customers and business partners.•Compiled and investigated data to determine approaches to improve sales and performance and reduce churn by 10% each quarter.

Hanover, Maryland, United States

•Applied a strong sense of ownership with the development of others as a Transition Assistant of 2 new hire classes who have successfully had 30% promoted to other departments within a 6-month time frame.•Coached/Onboarded new hires through a development strategy to ensure task completion and 4 main KPI targets are met/exceeded by coaching and developing their skills and abilities for government phone support.•Developed 2 new assessment surveys, feedback, and monitoring systems to drive analysis for training program reporting.•Mentored others, prioritized, planned, and organized work to establish objectives, and promoted continuous improvement.•Deployed a company mentorship program called "Bridge the Gap" that increased new hire satisfaction rates by 40% in 2017 and 2018.•Performed general administrative duties by mailing and shipping materials, maintaining legal postings, and creating and publishing employee communications.•Analyzed customer service data to identify trends, identify solutions and improve customer experience daily.

Houston, Texas Area

•Interacted with customers and employees to develop new social media strategies and campaigns to increase business revenue, and customer engagement, while creating and maintaining client relationships•Trained, facilitated, and coached all new practices and procedures to maintain company requirements and core values•Managed a digital marketing budget to be spent on promoting social media posts, pay-per-click (PPC) advertising, and social media engagement•Organized quarterly volunteer projects for operations with upwards of 50 volunteers per event, such as Habitat for Humanity and Back to School Drives to drive customer and employee engagement •Researched national business initiatives to maximize employee satisfaction and morale to increase company efficiencies while developing a fulfillment strategy to achieve sales performance measures•Executed social media strategies through researched marketing data and analyzed digital campaign performance

Houston, Texas

• Maintained up-to-date knowledge of clients’ specific information with attention to detail and integrity• Greeted clients and visitors, general office duties, answered inbound calls and managed training classes• Cross-trained and provided back-up for other co-workers, and new hires in medical benefit administration.• Managed quality communication, customer support and product representation for each client.• Provided accurate and appropriate information in response to customer inquiries.• Researched issues on various computer systems and databases to resolve complaints and answer inquiries• Revamped the orientation process for all new hires, which was implemented company-wide.

Executive Mba, Business Administration And Management, General

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Business Administration - Bba, Business, Management, Marketing, And Related Support Services

Master Of Fine Arts - Mfa, Film/Cinema/Video Studies