Roy D. Thomas M.Div. Email & Phone Number

United States

Dallas/Fort Worth Area

• Serves as a trusted relationship advisor with key account influencers and key decision makers for an assigned area of existing and new accounts. • Serves as the main point of contact for post implementation contracts by managing the day-to-day service and support needs of all contract renewals and new clients, increased product utilization and Customer Satisfaction scores including Net Promoter.• Monitor and report on account activity and escalations to internal departments/management.• Create and follow strategic account performance plans.• Create and present regular multi-level account review presentations.• Daily and weekly documented contact with multiple levels per customer.• Track customer performance statistics and trends.• Supply internal department’s customer feedback and intelligence.• Lead internal departments in addressing/correcting customer temperament and survey feedback.• Support technical support in fact finding, drill down, and resolution of break-fix customer issues.• Train customers on product processes, features, and benefits.• Perform basic Technical Support functions.• Monitor install and implementation projects.

Farmers Branch

• Develops and implements strategies and tactical plans to be delivered by the Client Care Team for assigned Clients.• Establishes and maintains relationships with assigned client(s) at multiple levels of the organization to understand and manage expectations of the overall program objectives and requirements.• Provides value add program support for assigned client(s) based on thorough understanding of client business needs and objectives, contact center outsourcing industry knowledge and Company’s offerings and objectives. • Effectively negotiate contracts to the benefit of the company. Negotiate win-win agreements, including resolving obstacles that hinder achievement of objectives.• Accountable for P&L, revenue growth and operational performance of assigned client(s), effectively monitoring, analyzing and driving program performance, processes, financial objectives and strategic outcomes.• Accountable for the invoicing process for assigned clients, in conjunction with the Finance department.• Serves as a primary or secondary point of escalation for issues and expedites the resolution of problems/complaints. Properly raises client concerns internally and in a timely manner along with mitigation plans.• Provides leadership for cross-functional account teams for assigned clients, including Operations and support teams.• Understands, documents, and communicates to internal organizations program objectives to provide effective support and achieve goals.• Analyzes trends in client satisfaction to determine support or action needed to adjust unfavorable trends. Analyzes reports, trends and projections regarding workforce and provides direction to ensure contractual commitments are met.• Represents management in client meetings.• Produce leading results in domestic and international locations through a distributed team.

Dallas/Fort Worth Area

• Securities industry expertise and adaptability to learn and embrace Investor operating models.• Client centric focus and serve as a trusted partner and key advisor to the business and clients by leading client relationships with exceptional service and ownership. • Consultative in approach, understanding and anticipating client and business partner needs and proactively delivering solutions.• Proficient with technology and systems and capable of applying knowledge to operations and understanding the overall infrastructure and business implications. • Continuous improvement and change management mindset, questioning conventional ways of managing the business and driving change to improve processes and the client experience. • Proactive control and risk management, addressing gaps in processes and escalating issues to benefit the business and clients in a dynamic environment.• Self-accountable and takes ownership of the client experience at the highest level through the delivery and follow-up on daily product deliverables and special initiatives and the management of multiple deadlines.• Executes and delivers on strategic and tactical plans, including automation and process re-engineering initiatives, with an ability to anticipate and overcome barriers. • Analytical and creative thinker, who proactively seeks out best practices, anticipates clients’ future needs and collaborates on ideas with others.• Inspires and motivates others by understanding business drivers, developing and articulating the value proposition, challenging the status quo, and modeling desired behaviors and outcomes.

Dallas/Fort Worth Area

• Served as the central point of contact for large market US Corporate and Public Pension Funds, Banks, US based Money Managers/Insurance Companies and Mutual Funds Investment Managers. • Duties included researching, analyzing, and resolving client inquiries within established departmental standards.• Performed Account Maintenance for department including any updates or changes needed.• Communicated effectively with Investment Advisors, Internal Service Partners, and Accounting teams, to identify recurring service problems and trade settlement issues. • Responsible for the management of all cash and non-cash securities transactions on behalf of clients utilizing the JPMorgan Trust Accounting and Securities Movement platforms. • Interacted with large market US Corporate and Public Pension Funds, Banks, US based Money Managers/Insurance Companies and Mutual Funds.• Interacted with internal/external partners to service the full requirements of an assigned customer base. • Ensured internal/external clients received a high level of service.• Managed all client risk and performance related metrics are provided according to service level established• Ensured all regulatory and compliance requirements are followed including maintaining relevant and current procedures, risk items were escalated appropriately, and documents were filed and archived according to corporate policy.

Dallas/Fort Worth Area

• Assure that the link between the Trust Accounting and Securities Movement systems are available for trade processing. • Researching and resolve any items rejected. • Research unmatched buy/free receipts of securities received via the Securities Movement system and identify differences. • Compare securities returned by a broker with trade input on the Trust Accounting System.• Researching and identify any differences; contact internal and external parties for resolution of trade delivery problems. • Research and resolve asset exceptions determined during periodic reconciliation(s). • Responded to client inquiries; and provide backup/support coverage for unit functions as directed. • Interacted with large market US Corporate and Public Pension Funds, Banks, US based Money Managers/Insurance Companies and Mutual Funds. • Process cash transactions including wires in/out to invest/divest funds as required. • Process purchase/sale transactions of both global and domestic securities trade activity. • Interact with internal/external partners to service the full requirements of an assigned customer base. • Provide accurate and timely response to inquiries. • Ensure internal/external clients receive a high level of service. • Manage risk associated with client transaction activity.

Master Of Arts (M.A.), Theology/Theological Studies

Master Of Divinity (M.Div.), Professional Ministries

Bachelor Of Applied Science (B.A.Sc.), Accounting And Business/Management