Dillon Thomas
New Milford,CT
Summary
Results-driven Senior Customer Operations and Success Specialist with expertise in Salesforce and NetSuite, dedicated to enhancing operational efficiency and customer satisfaction. Proven ability to drive strategic improvements and deliver impactful outcomes through analytical thinking and problem-solving. Strong collaboration skills foster effective teamwork in dynamic environments, consistently achieving objectives and elevating service delivery.
Overview
6
6
years of professional experience
Work History
Senior Customer Operations and Success Specialist
Kaseya
06.2023 - 12.2025
- Enhanced operational efficiency through effective process improvements and implementations.
- Streamlined project workflows and communication by collaborating with cross-functional teams.
- Informed strategic decisions by analyzing data trends for improved service delivery.
- Trained junior staff, promoting a collaborative team environment and knowledge sharing.
- Resolved customer inquiries promptly, achieving high satisfaction rates consistently.
- Conducted audits to ensure compliance with industry standards and best practices.
Shift Manager
Jersey Mikes
02.2021 - 07.2023
- Ensured compliance with company standards through effective daily operations supervision.
- Trained new team members on safety protocols and operational procedures for seamless onboarding.
- Coordinated shift schedules to enhance workforce efficiency and maintain adequate coverage.
- Monitored inventory levels, ensuring timely restocking and reducing potential shortages.
- Resolved customer inquiries promptly, maintaining high satisfaction ratings through effective solutions.
PSA and Podcast Videographer and Host
New Milford Youth Agency
11.2019 - 03.2021
- Enhanced community engagement through production of engaging youth program videos.
- Increased outreach effectiveness by creating promotional materials with program coordinators.
- Ensured high-quality video editing using Adobe Premiere Pro for final products.
- Captured authentic participant experiences through on-site interviews, resonating with audiences.
- Developed tailored video content by collaborating with clients on creative concepts.
Summer Camp Supervisor
New Milford Youth Agency
06.2020 - 09.2020
- Enhanced camper safety and engagement by supervising daily camp operations.
- Fostered teamwork and personal growth through developed recreational activities.
- Ensured camper well-being by maintaining compliance with health and safety regulations.
- Facilitated communication among parents, staff, and teachers regarding program issues.
- Managed camper behavior during activities, promoting positive discipline methods.
- Collaborated with parents to address concerns and improve camp experiences.
Education
No Degree - Entrepreneurship And Innovation
University of Rhode Island
Kingston, Rhode Island, RIHigh School Diploma -
New Milford High School
New Milford, CT06-2022
Skills
- Customer relations
- Expert problem solving
- Proficient in NetSuite, Salesforce, Zendesk, and Excel
- Billing systems and software
- Customer service
- Account reconciliation
- Invoice explanation
- Customer engagement
- Financial reporting
Accomplishments
- Contributed to the successful ERP rollout for two major integrations, supporting the migration of billing systems from Datto to Kaseya.
- Selected to represent the department at in-person customer events nationwide, as well as at a global company event.
Timeline
Senior Customer Operations and Success Specialist
Kaseya
06.2023 - 12.2025
Shift Manager
Jersey Mikes
02.2021 - 07.2023
Summer Camp Supervisor
New Milford Youth Agency
06.2020 - 09.2020
PSA and Podcast Videographer and Host
New Milford Youth Agency
11.2019 - 03.2021
No Degree - Entrepreneurship And Innovation
University of Rhode Island
High School Diploma -
New Milford High School