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.

- 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.

- 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.

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.

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.

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.

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.

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.

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

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

Associate'S Degree, Political Science And Government