Blake Thomas
Long Beach,CA
Summary
Diversely Skilled Technical Analyst with 3 years solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication.
Overview
10
10
years of professional experience
Work History
Technical Support Associate
SpaceX
Hawthorne, CA
05.2023 - Current
- Incorporated various software and analytics to remotely troubleshoot and diagnose issues for customers.
- Collaborated with Customer Support Associates to provide guidance on resolving known issues for customers.
- Informed all teams on common issues to reduce bottleneck on escalated associates.
- Recorded and maintained relevant notes for each customer and work order/ticket.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Promoted efficiency among departments with prompt resolution of system issues.
- Reduced response time for Tier 2 support tickets to under 24 hours.
Assistant General Manager
Sweet Flower
Los Angeles, CA
07.2020 - 01.2023
- Managed full-cycle business operations for retail cannabis, driving $7M+ in annual revenue.
- Led team of 15+, and provided analytical coaching and mentorship to drive maximized performance.
- Year-over-year, achieved 100% of sales and performance targets despite challenging economic conditions.
- Implemented new policies and procedures to ensure continued business operations in response to COVID-19.
- Spearheaded recruitment and hiring of 25+ employees, ensuring streamlined transition.
- Analyzed consumer behavior and adjusted product positioning in accordance with forecasted demand.
- Cultivated relationships with clients to build loyalty and drive repeat business.
- Researched emerging products and utilized data-driven insights to update store merchandise.
- Ensured all employees adhered to Company policies and guidelines.
EOPS- Administrative Assistant
Los Angeles City College
03.2017 - 05.2020
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Answered multi-line phone system, routed calls, delivered messages to staff, and greeted visitors.
- Assisted development and implementation of new administrative procedures.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes for team of five counselors and one dean.
- Recorded new hires, transfers, terminations, changes in job classifications, and merit increases to main human resources files
- Continually sought methods for improving daily operations, communications with clients, record-keeping, and data entry for increased efficiency
- Recruited and trained student workers every semester per office business needs.
Client Care
Verizon Wireless
10.2013 - 02.2017
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Completed resident assessments in accordance with current regulations and guidelines.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determine root cause of problems to resolve product or service complaints.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution
Education
Associate of Science - Management Information Systems
Los Angeles City College
Los Angeles, CA05.2019
Associate of Arts - Behavioral Sciences
Los Angeles City College
Los Angeles, Ca 05.2019
Skills
- Customer Service
- Revenue Growth
- Relationship Building
- Forecasting
- Sales Leadership
- Scheduling & Logistics
- Recruitment
- Training & Development
- Compliance
- Budget & Process Improvement
Timeline
Technical Support Associate
SpaceX
05.2023 - Current
Assistant General Manager
Sweet Flower
07.2020 - 01.2023
EOPS- Administrative Assistant
Los Angeles City College
03.2017 - 05.2020
Client Care
Verizon Wireless
10.2013 - 02.2017
Associate of Science - Management Information Systems
Los Angeles City College
Associate of Arts - Behavioral Sciences
Los Angeles City College
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