Michael Thomas Email & Phone Number

- Lead the newly formed Customer Support Coordination team tasked with enhancing the overall customer experience- Coordinate with internal stakeholders and technical support teams to ensure prompt case management and effective resolution of customer concerns- Oversee the root cause analysis process and communication of findings to customers to improve support effectiveness and reduce operational downtime- Design and generate ad-hoc reports and analyses, identifying and reporting on key performance indicators relevant to customer- Collaborate with the Project Management Office and LPS to facilitate the seamless handover of new customer projects to the Technical Support team, ensuring smooth transitions and continuous customer support

- Led the Incident Management team that is responsible for assisting support associates with high priority cases- Managed the creation of root cause analysis documentation that is delivered to clients- Worked closely with the Project Management Office to create and improve processes, including the transition of newprojects to LPS- Assisted account executives in their preparation for high-level client meetings- Created reports and dashboards to measure KPIs and track performance- Administered Salesforce (CRM) and Vonage (telephony) applications for support team

- Organized and conducted hand down meetings for new Client sites to provide necessary information to the support team- Analyzed and evaluated data, functions, and processes to enhance organizational effectiveness- Designed and created ad-hoc reporting and analysis- Assisted with preparations for global leadership meeting- Managed new Incident Manager position with focus on highest priority support cases

Remote - San Antonio, Tx

- Provided excellent service and support to Clients to resolve presented issues- Effectively communicated with Clients to build and maintain Client equity- Assisted peers as needed to improve Client outcomes- Mentored new hires to enhance their ability to become effective team members

Braselton, Georgia

- Conducted first-level troubleshooting for operational, functional, and systemic issues within the distribution center, including distribution center processes, use of warehouse management systems, and warehouse control systems- Monitored warehouse activity and communicate issues in a timely and accurate manner- Used Oracle SQL to analyze data to ensure the fulfillment of business needs- Provided assistance to warehouse management systems users as necessary

Braselton, Georgia

Cleveland, Georgia

- Successfully managed a $100,000 budget while establishing a collegiate women's lacrosse program- Planned, organized, and conducted training and practice sessions- Evaluated student athletes' skills and performance to determine their fitness and potential at various positions- Adjusted coaching techniques, based on the strengths and weaknesses of student athletes

Cleveland, Ga

- Prepared course materials such as syllabi, homework assignments, and handouts- Prepared and delivered lectures to undergraduate students on topics related to the teaching field- Evaluated and graded students' class work, assignments, papers, and examinations- Collaborated with colleagues to address teaching issues

Suwanee, Georgia

- Prepared objectives for courses of study, following curriculum guidelines and requirements of the state- Instructed students in the knowledge and skills required in various business occupations or occupational fields, using a systematic plan of lectures, discussions, audio-visual presentations, and computer laboratory training- Attended professional meetings, conferences, and training workshops to maintain and improve professional competence- Advised students participating in the Future Business Leaders of America co-curricular student organization- Served as head coach of the girls' lacrosse program and managed all aspects of its administration

Lawrenceville, Georgia

- Designed, planned, organized and facilitated training for newly hired and existing representatives of Sage plc- Organized and developed training procedure manuals and course materials such as handouts and visual materials- Offered specific training programs to help representatives maintain or improve job skills- Monitored and evaluated effectiveness of training activities through assessments and observations- Ensured the ongoing success of employees through individual coaching and additional training as needed

Lawrenceville, Georgia

- Answered user inquiries regarding the use of Peachtree Accounting software- Analyzed complex customer issues to provide clear, concise, and accurate instructions to reach resolution- Provided a high level of customer service to ensure the retention of customers- Kept records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken

Master Of Arts (M.A.), Business Teacher Education

Bachelor Of Business Administration (B.B.A.), Accounting

Associate'S Degree, Political Science And Government