Thomas Jones Email & Phone Number

Greenwood Village, Colorado, US

Lifeloop has a mission to make senior care exceptional for everyone and a vision of a world where seniors liver with purpose, passion, and joy. I have the wonderful opportunity to work with a world class, diverse leadership team and a group of people dedicated to this mission and vision.As leader of the customer services team, I oversee the onboarding as.

• Serve as fractional VP/Director of Customer Service and develop a custom-focused procedural framework for companies, assuring maximum customer success. Showcased outstanding operations management abilities while.
• Redesigned the company's selling pattern by convincing the Board to lose costly contracts that cause financial loss instead of gain via sales and expanding business with profitable customers and contracts.
• Restructured the onboarding system, included more repeatable and scalable processes, and focused on the utilization of resources in the correct direction, avoiding the consumption of time and energy on potentially.
• Served different businesses and forwarded relevant insight regarding customers' actual versus intended experience, uplifted client experience by designing customer journey maps.
• Addressed the emerging issues due to the lack of a productized system for designing procedures by process templates in cooperation with senior leadership and implemented SaaS solutions for overall operational excellence.

New York, NY, US

• Demonstrate exceptional leadership skills while controlling three Managers and two ICs, a Director of Customer Success, a Manager of Provider Success, a Manager of Provider Credentialing, and two Provider Success.
• Promoted from Director of Operations and Customer Success to Vice President of Operations and Customer Success for driving significant operational efficiency by devising and implementing effective scaling strategies.
• Researched and coordinated an omnichannel - Kustomer to Salesforce to replace the company's ticketing system, resulting in promoting company-wide communication, collecting and assembling all the provider and customer.
• Enhanced employee engagement and retention by revamping talent management procedures in compliance with the vision and mission of the company, revitalizing 10 employees.
• Optimized all operations related to providers, built an outperforming Provider Team, and increased New Provider Activation on Network by 33% within the first 30 days.

New York, NY, US

• Spearheaded transition towards medical massage with VA Administration while leading entire Support Team of 20 members for first 6 months. Headed end-to-end operations of the company after Covid, from creating policies.
• Selected to re-design and document all procedural directives to overcome lay-offs and delegated various LA and NY employees to other teams within the company, improving overall performance while saving $500K in payroll.
• Controlled support costs by 40% by outsourcing basic Tier 1 support to the Philippines to minimize efforts of expensive Tier 2 teams and restrict tier 2 teams for escalated customers.
• Reduced first answer time to 45 seconds and raised C-Sat to 85% by monitoring customer support performance, defining metrics and KPIs for average reply time, and applying the method of first-time resolutions.
• Initiated self-serve customer service chat messages with pre-programmed responses and shortcuts to automate client journey and elevate the experience.

Chandler, AZ, US

• Formulated management procedures and compensation system, developed company regulations, and headed 5 Managers that further control teams with 8-10 staff members to meet all short- and long-term organizational.
• Devised processes and documented deliverables for onboarding activities, resulting in decreasing customer onboarding time by 33% and expenses by $2 M while growing onboarding completion rate by 45% and NPS score up to.
• Augmented revenue with triple-digit growth through sales from 350 monthly sales to 1K+ while overseeing 50 onboarding consultants.
• Assessed business challenges, reviewed company dada, conducted team meetings and training/development sessions, and planned the Overflow Process with the idea of 1:1s, enhancing team coordination.
• Recognized a gap in the customer journey for post-onboarding customers and employed the CSM program, resulting in an early churn reduction of 40%.

Chandler, AZ, US

• Divided daytime shift into phone/chat and coordinated newly developed systems for quality and repeatability while heading project of revamping customer support into overnight and stateside support, aiming at.
• Acted as Manager of Support for over 20 Customer Service Reps and ensured execution of all operations related to chat support, process optimizations, fulfillment of staffing needs, and deployment of 1:1s plan to.
• Upgraded overnight support operations to meet the need of the International community, specifically of England and Australia, in a collaborative and friendly manner to boost CSAT and NPS rates.
• Assured prompt resolution of customer problems by forming a feedback loop with the Product/Support Team to communicate the issues of clients directly and immediately with the Product Team.

Savannah, GA, US

Helped students get registered for classes. Worked with the financial aid and admissions departments to ensure students we prepared to attend online school and do well.

Created a market for a new tool for electricians. Led the team responsible for manufacturing and marketing. As the sales leader, worked with companies across the United States to market and sell product through distribution. Worked with industry leaders to open new markets and drive sales.

East Dubuque, IL, US

Tempe, Arizona, US

St. Louis, Missouri, US

Master Of Leadership

Bs/Bis, Business Information Systems