Thomas Shields Email & Phone Number

Los Angeles, California, United States

Newport Beach, California, US

• Conducted visits to various locations to connect with veterans and veteran organizations, fostering strong relationships with the Department of Veterans Affairs and affiliated entities.
• Collaborated with local and national VA entities to enhance service delivery and organized meetings with veterans and VA representatives.
• Understanding of the federal procurement process and knowledge of contracting with multiple federal agencies.
• Informed VA entities and community partners about offerings, ensuring veterans were aware of their rights, benefits, and available resources.

Los Angeles, California, US

• Led analytics team to capture Net Promoter Score, Customer Effort Score, and Client Satisfaction Score, maintaining NPS above 85% and Customer Satisfaction above 90% for four consecutive years.
• Conducted data analysis through various channels like interviews, focus groups, and surveys to optimize touchpoints within disaster client journeys.
• Collaborated with Marketing, Communications, and Development Teams to capture and share client stories.

Los Angeles, California, US

• Developed architecture and tools to optimize interactions with individuals and communities affected by disasters, ensuring a best-in-class experience both domestically and internationally.
• Built a client experience program for Team Rubicon's rebuild initiatives, focusing on disaster case management and disaster resiliency for over 250 homes.
• Led the Client Experience program at Team Rubicon, ensuring individuals and communities affected by disasters receive top-notch support and services.

Van Nuys, California, US

• Developed customer relationship programs and sales strategies for medical device markets in hospitals, clinics, and outpatient surgery facilities.
• Created messaging for hospital C-suite presentations and pitches, driving sales into approximately 100 key hospital relationships.
• Built data analytics and revenue tracking for all current customers to enhance customer engagement and successful B2B sales journeys.

• Developed procurement process for new medical clinic build-outs in emerging international markets.
• Acted as sales liaison and strategist, offering executive medicine programs to multinational corporations and Saudi Royal Family members.
• Directed operations, including recruitment, inventory procurement, standardizing procedures, and investor proposals.

West Orange, New Jersey, US

• Led patient experience program, increasing hospital net-revenue by $2.5 million in 1st year.
• Developed customer journey visualizations and success story capture for improved service.
• Built B2B strategy with marketing team, attracting 1,700+ new patients yearly.

• Led multiple special projects including the H1N1 influenza pandemic response and Hurricane Katrina rescue team.
• Provided advanced life support to the 43rd President of The United States, collaborating with various government agencies.
• Managed emergency medical responses within Capitol Hill and implemented a district-wide paramedic education program.

Randolph AFB, TX, US

• Developed rescue protocols for United States Air Force airport rescue firefighters based on Computer Aided Designs (CAD) for all aircraft in operations.
• Conducted hazardous materials response, confined space rescues, and provided emergency medical care as an EMT-paramedic.
• Maintained Top Secret Clearance while serving as an Aircraft Rescue Firefighter and Structural Firefighter.