Summary
Overview
Work History
Skills
Work Availability
Quote
Timeline
BusinessAnalyst

Cricket G. Thomas

Summary

Driven and motivated individual offering in-depth experience in administration of vital business projects and processes. Excellent communicator and project manager with strengths in daily operations management, workflow improvements and customer service.

Overview

15
15
years of professional experience

Work History

Sr. Marketing Operations Specialist/Customer Service Supervisor

Bekaert Corporation
Marietta, GA
03.2017 - Current
  • Managed complex transactional situations promptly and professionally while meeting service commitments.
  • Resolved account issues effectively and efficiently to build rapport and relationships with clients.
  • Actively supported team members across multiple functions by quickly responding to questions via phone and email and finding appropriate solutions to internal and external issues
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Standardized office structures and processes to promote collaboration and increased performance.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Coached employees through day-to-day work and complex problems.
  • Executed on-time and under-budget project management on various special projects

Customer Service II

YKK USA
Marietta, GA
01.2013 - 04.2016
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
    Provided primary customer support to internal and external customers.
  • Provided primary customer support to internal and external customers.
  • Independently made decisions concerning stock distribution, shipping methods and schedules in order to reduce any impact to customers when full demand could not be met
  • Coordinated with planning and production managers to formulate production and purchasing schedules that would best accommodate customer needs
  • Collaborated with logistics manager to ensure accurate and timely delivery of material
  • Reviewed and revised policies and procedures to assist in improving efficiency throughout department
  • Trained and mentored new employees to ensure that company standards are met and maintained
  • Provided primary customer support to internal and external customers.

Business Manager

International Environmental Management
Alpharetta, GA
01.2006 - 12.2012
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
  • Trained new personnel regarding company operations, policies and services.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Implemented and developed customer service training processes.
  • Monitored equipment and tool inventory to consistent replenishment in alignment with demand.
  • Coordinated equipment maintenance and repairs.
  • Compiled, maintained and verified data and distributed information through reports and queries to support operations.
  • Reconciled accounts receivable ledger to verify payments and resolve variances.
  • Prepared and mailed invoices to customers, processed payments and documented account updates.
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Responded to inbound inquiries regarding accounts and payments.

Skills

  • 15 years Customer Service Experience
  • 10 years Account Management Experience
  • 5 years Supervisory Experience
  • Exceptional Organizational & Planning Skills
  • Excellent Problem Solving Skills
  • Strong ability to Multi-Task
  • Instinctive autonomous ability
  • Proven Team Player/Builder
  • Motivational Leader
  • Microsoft Office Suite
  • Cross Functional Knowledge of SAP

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Sr. Marketing Operations Specialist/Customer Service Supervisor

Bekaert Corporation
03.2017 - Current

Customer Service II

YKK USA
01.2013 - 04.2016

Business Manager

International Environmental Management
01.2006 - 12.2012

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Cricket G. Thomas