Summary
Overview
Work History
Education
Skills
Timeline
OfficeManager
DaQ Thomas

DaQ Thomas

Client Experience Advocate
Phoenix,AZ

Summary

Self-motivated individual with assertive client relationship skills and a positive attitude. Over 16 years of experience of in the CS, Retention, Collection, and Sales workforce. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

11
11
years of professional experience

Work History

Client Retention Specialist VOC

Paychex Inc
Phoenix, AZ
12.2021 - Current
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained Paychex employees department/company operations, policies and services.
  • Worked collaboratively with customer service, sales and development teams to resolve complaints and drive experience management.
  • Documented details surrounding conversations, complaints, comments and actions taken to assist CRM.
  • Implemented billing, collections and related interfaces to streamline customer retention processes.

Auto Loan Account Specialist Tier 3

Wells Fargo Bank, N.A.
Chandler, AZ
05.2020 - 12.2022
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
  • Responded proactively and positively to rapid change.

Loan Negotiator

Clear One Advantage
Chandler, AZ
07.2019 - 05.2020
  • Evaluated and negotiated contracts to procure favorable financial terms.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Worked with customer to create debt repayment plan based on current financial condition with bank and lenders.

Loan Negotiator

Turn Bull Law Group
Phoenix, AZ
11.2018 - 07.2019
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Calculated clients' available monthly income to meet debt obligations.
  • Negotiated with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions or payment plans.

Sales Supervisor B2B

Direct Energy
Phoenix, AZ
06.2016 - 10.2018
  • Leading a team of 10 sales/retention agents average monthly AGM $1,800,000
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Completed employee evaluations to stay on top of lagging knowledge or skills and proactively close gaps to maximize performance.

Sales Associate Team Leader

Concentrix
Phoenix, AZ
11.2012 - 06.2016
  • Scheduling online web demonstrations/ Salesforce proficient, and WebEx meetings
  • Partnered with marketing teams to provide insight about development of product pitches, boosting sales projections 27%.
  • Used Salesforce and Oracle to research customer accounts to determine whether credits or adjustments needed to be made.

Education

High School Diploma -

Lancaster High School
Lancaster, CA
08.2001 - 2005.05

Associate of Science - Business Management

University Of Phoenix
Phoenix, AZ
09.2019 - 2021.10

Bachelor of Science - Operations Management

University of Phoenix
Phoenix, AZ
2021.01 - Current

Skills

    CRM

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Timeline

Client Retention Specialist VOC

Paychex Inc
12.2021 - Current

Auto Loan Account Specialist Tier 3

Wells Fargo Bank, N.A.
05.2020 - 12.2022

Associate of Science - Business Management

University Of Phoenix
09.2019 - 2021.10

Loan Negotiator

Clear One Advantage
07.2019 - 05.2020

Loan Negotiator

Turn Bull Law Group
11.2018 - 07.2019

Sales Supervisor B2B

Direct Energy
06.2016 - 10.2018

Sales Associate Team Leader

Concentrix
11.2012 - 06.2016

High School Diploma -

Lancaster High School
08.2001 - 2005.05

Bachelor of Science - Operations Management

University of Phoenix
2021.01 - Current

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DaQ ThomasClient Experience Advocate