Tiffany Thomas Email & Phone Number

Austin, Texas, United States

· Serves as an Interim Client Success Manager for Mid-Market. Provides ongoing coaching and mentorship to team members, resulting in an improvement in overall productivity.· Developed, produced, and presented a product series installment that served as ongoing product reinforcement training for all Mid-Market Austin reps and Managers. Facilitated over 18 sessions over the course of 2022-2024. Sessions included Employer Branded Ads, Smart Sourcing, How to Drive Revenue and Hires.· Presented at the Indeed Idea Center for the highest revenue generating account in Mid-Market. Facilitated the session on sponsored jobs analytics and reinforced the client's return on investment with compelling source report data.· Created an Account Health Check tool that was the most widely used pre-call checklist amongst Mid-Market reps. Usage of the tool identified areas for optimization and encouraged higher feature adoption.· Recognized as a top performer and presented as a CS panelist in GL&E learning, Account Prioritization Best Practices. Highlighted ways to automate key tasks, prioritize retention efforts through weekly lens reporting, and provided insights on how to build strong client relationships, FYQ2 2023

· Daily management of two growth books of business to optimize utilization of Indeed’s advertising solutions· Performed onboarding and provided technical demonstrations to clients in a variety of verticals to ensure return on investment· Received the CS Impact Award as the highest performer of impact coverage of Upper Mid-Market, Q3 2021· Assisted as Interim Team Lead for the Austin Onboarding teams. Conducted workshops and hosted weekly office hours with structured training demos, Q4 2021 - Q1 2022· Recognized for high KPI achievement by leadership and volunteered to acquire a 3rd book of business due to a CS transition, Q1 2021

Austin, Texas

· Expanded original role’s function and oversaw all residential services including the reception desk, maintenance requests, vendor scheduling, and monthly social events· Initiated new policies to reduce response time for work orders, leading to 50% reduction of open requests· Served as the onsite support manager for Yardi software, STRATIS IoT platform, and ButterflyMX· Improved tenant relations and communications which lead to 5-star resident Google reviews, 2020

· Championed business decisions to improve the customer experience by developing 24-hour shuttle service, VIP rooms, enhanced hotel security, and lobby activations· Exceeded 2018 Rooms KPIs and achieved over targeted goals in guest experience 9.1 of 10, associate satisfaction 3.66 of 4, and gross operating profit 80%· Developed new loyalty tracking for returning guests and increased Recommend to Return score to 9.0, 2019· Successfully implemented new operating system, Oracle Cloud and created training modules for the property

· Recognized by hotel as the leading facilitator of Guest Engagement Training for all managers and associates· Overseed seamless handoff from group sales to operations and ensured VIPs with a direct point-of-contact, improving Group Medallia to top 10 in the company· Facilitated Issue Prevention meetings and reviewed customer metrics goal setting within each department, leading to 3 new initiatives per month· Fostered the growth and advancement of 7 front desk associates into supervisor roles within the company 2017· Established departmental contingency action plans and procedures during property renovations

· Created one on one onboarding program for new hires complete with orientation, property management systems training, and best practices playbook · Awarded Manager of the Quarter, First Quarter 2016· Presented companywide Brand Loyalty webinar and shared techniques to improve face time with customers· Awarded 2015 Top Presenter of the year for motivating team members with service recognition cards· Promoted Select Guest Loyalty and achieved 25% new monthly enrollments for 2016 and 2017

· Lead 3 managers and 30 associates over the operations of Onion Creek Grille, In Room Dining, Lobby Bar, Morsel’s and Pool Bar· Utilized creative scheduling techniques and cross trained associates in secondary departments· Completed purchasing and receiving functions of all Outlets while monitoring associate productivity and maintaining high sales volumes· Maximized business efficiency and maintained month end beverage inventory ranking at 5th in company first and second quarter of 2015· Oversaw Micros POS systems and handled IT complications as the Property Expert

· Attended THLA 69th Short Course for exposure in all operational functions including revenue management, tourism marketing, and risk management· Increased sales 20% in retail shop by developing new vendor and clientele relations · Completed associate schedules based on 14-day forecast, arrival patterns, and group resumes· Developed monthly beverage promotions and increased guest capture ratio in the bar and restaurant