Sylvia Thomas work email
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Sylvia Thomas personal email
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► I am highly effective in project management, customer experience, and client success operations, with extensive experience working with major companies and organizations to manage customer support and customer experience across multiple industries internationally.► My success is driven by my ability to build strategies to meet the unique needs of clients and position the organization as a key strategic partner invested in the success of each customer.SUMMARY► Engaging Customer Experience, Project Management, and Client Success Leader possessing a winning blend of business expertise. Skilled in client relationship management, Account Management, Change Management, Risk Analysis, and Mitigation, with practical experience in large organizations. ► Leverages a unique mix of strategic and analytical expertise, consistently exceeding performance goals by aligning the effort of strong teams with organizational and client objectives. Specialties: Project Management, Customer Experience, Client Success, Customer Support, Operations Management, Leadership & Team Management, Account Management & CRM, Product Support, Enterprise Account Management, Quality and Process Improvement, SLA Compliance, Change Management, Risk Analysis, and Mitigation Planning, Financial Reporting, and Forecasting.
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Vice President OperationsIntouchcxPerry Hall, Md, Us -
Director Of OperationsIntouchcx Jun 2020 - Present -
Senior Manager - Client SuccessPole To Win Jan 2019 - Dec 2019Baltimore, Maryland★ Promoted multiple times to positions of increased influence, accountability, and authority. Served as a back-up for VP of Customer Experience.★ Optimizes the client experience for customers that include game developers, publishers, e-Learning businesses, and disruptive tech companies.★ Serves as a customer advocate and Project Manager for client account management through the implementation and Go-Live phases.★ Using proven project management strategies, achieved solid results for client relationship from onboarding with 15 agents at a single site to expand to 290-person team operating out of four sites, including Singapore, Glasgow, Bangalore and Baltimore, Maryland. Successfully implemented the entire project single-handedly within timelines by coordinating with stakeholders from supporting and operational teams☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲ -
Senior Manager - Support Operations/Business ExcellencePole To Win Jan 2017 - Dec 2018Baltimore, Maryland Area• Fostered an environment of increased communication, collaboration, and sharing of best practices, incorporating new technologies and automated processes to capture gains in efficiency and productivity while eliminating outdated workflows using Microsoft Excel and local data storage.• Provided critical support to the Director of Customer Experience on initiatives focusing on data analysis, CX maturity, cost optimization, and client-facing needs.• Leveraged expertise in Change Management strategies to build relationships of trust and confidence with multiple departments, securing support and buy-in for the consolidated Support Operations approach. • Built and implemented a project to consolidate Support Operations across 7 international sites with local support teams.• Introduced automation, process improvement, and other projects to bolster productivity and empower the organization to meet SLA obligations with each client.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲
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Senior Manager Of OperationsPole To Win Jan 2013 - Mar 2017Baltimore, Maryland Area★ Responsible for overseeing CRM activities for clients following each sale, managing monthly and quarterly P&L across multiple support sites, sustaining $3M in revenue. ★ Led space planning, building operations, security, administration, facilities and other resources for sites across India, Glasgow, Romania, South Korea, Japan, and Singapore.★ Performed quarterly business reviews to identify opportunities to better serve each client.★ Partnered with HR to ensure compliance with laws and regulations in the areas of employment, health, and safety across all sites. Additionally, maintained 100% compliance with information security, ISO, and other compliance audits.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲
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Customer Service ManagerPole To Win Jan 2012 - Dec 2012Baltimore, Maryland Area★ Hired to direct customer service for a worksite, managing the performance of teams, profits, and the resolution of all client service issues.★ Responsible for training the team on new releases and updates to the client products that were supported.★ Developed weekly, monthly, and quarterly reports detailing case activity, history, trends, and product areas that needed to be addressed.☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲☲
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Asst Operations ManagerConcentrix Dec 2010 - Jan 2012Baltimore, Maryland Area -
Team Leader - OperationsConcentrix Jul 2010 - Dec 2010Baltimore, Maryland Area
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Sr CsrIntelenet Global Services Sep 2008 - Dec 2009 -
Senior AnalystAccenture Jan 2006 - Sep 2007 -
Team LeaderNittany Outsourcing Services Aug 2002 - Dec 2006
Sylvia Thomas Skills
Sylvia Thomas Education Details
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Meenakshi College For WomenEnglish Literature -
Kamala Subramaniam Matriculation Hr Sec SchoolScience
Frequently Asked Questions about Sylvia Thomas
What company does Sylvia Thomas work for?
Sylvia Thomas works for Intouchcx
What is Sylvia Thomas's role at the current company?
Sylvia Thomas's current role is Vice President Operations.
What is Sylvia Thomas's email address?
Sylvia Thomas's email address is sy****@****ech.com
What schools did Sylvia Thomas attend?
Sylvia Thomas attended Meenakshi College For Women, Kamala Subramaniam Matriculation Hr Sec School.
What are some of Sylvia Thomas's interests?
Sylvia Thomas has interest in Lean Management.
What skills is Sylvia Thomas known for?
Sylvia Thomas has skills like Management, Process Improvement, Crm, Performance Management, Team Management, Bpo, Training, Operations Management, Vendor Management, Call Centers, Outsourcing, Leadership.
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Sylvia Thomas
Swam Certification Officer At Virginia Department Of Small Business & Supplier DiversityGreater Richmond Region2cvmsdc.org, vmsdc.org -
Sylvia Thomas
Greenwich, Ct1gap.com1 (800) 3XXXXXXX
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Sylvia Thomas
Ceo Thomas Entertainment Productions, Inc./ Senior Corporate Executive (Vp/Sr. Director)Cincinnati Metropolitan Area1cinci.rr.com -
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