Tonia Thomas Email & Phone Number

Columbus, Ohio, United States

• Maintaining positive relationships with customers.• Identifying customer needs and overseeing service delivery within the business context.• Leading the service desk team and ensuring the team's processes and tasks are carried out efficiently.• Determining ways to improve customer satisfaction.• Assessing customer feedback and using your creativity to establish, improve, and refine services.• Remaining organized and meeting deadlines.• Building partnerships with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.

Columbus, Ohio Area

Manage a team of Support Analysts to identify and resolve client issues and concerns. Duties include working closely with escalated accounts to bring about a high level of client satisfaction while maintaining and achieving company goals. Provide continuous training to the Support team, training across functionality, improving current skills, and implementing time and cost saving strategies to facilitate the achievement of company goals.

Columbus, Ohio Area

Managed escalated client accounts. Acted as the point of contact, project manager, and advocate for our clients. Facilitated communications between internal departments and the client to resolve issues and improve client productivity and satisfaction. Worked as the back up to the Customer Support Manager, providing ongoing training and coaching to the Support team.

Columbus, Ohio Area

Provided outstanding client services resulting in increased customer satisfaction. Duties included troubleshooting hardware and software issues, becoming a subject matter expert on the company's proprietary software. Achieved increased client efficiency's through training and workflow changes to better meet client needs.

Columbus, Ohio Area

Work with Technology Operations and Sales to implement technology solutions within local government offices. Test software, hardware, and data migration of technology solution to ensure compliance. Engaged in analyzing local government technology requirements and presenting information to sales and technical departments.Incorporating a consultative approach, present upgrade and add-on options to improve the clients' ability to serve their customers.Provide training for local government offices on the use of deployed software and hardware technology. Provide training for Sales team on the use of software, increasing effectiveness of software demonstrations and driving future sales. Provide assistance to the Sales and Technology departments as needed.

Designed and deployed technical documentation for local government. Analyzed local government practices and budget constraints for the Sales team, providing the most cost-effective technology solution. Deployed multiple technology implementations in local government offices.Engaged in analyzing local government technology requirements and presenting information to Sales and Technical departments.Incorporating a consultative approach, presented upgrade and add-on options to improve the customers' ability to serve their customers.Implemented training program used internally to provide knowledge of local government business practices and requirements.Used extensive knowledge of local government practices to increase training effectiveness, generating significant cost-savings during implementation.

Columbus, Ohio Area

Managed and oversaw coordination of technology implementations for local government. Acted as liaison between Technical and non-technical departments during implementations.Coordinated post-implementation support and SLA guidelines for local government offices.Prepared progress reports during technology implementations.Expanded implementation documentation, increasing effectiveness of communications between technical and non-technical departments.Managed implementation scope to ensure compliance with statement of work.

Associate'S Degree, Business/Corporate Communications

Organization Communications, Communications, Marketing

As, Marketing

Activities and Societies: Alpha Rho Epsilon Phi Thetta Kapa