Dominique Thomas
Jackson,Mississippi
Summary
Versatile Customer Success Manager highly effective at persuasive communication and conflict resolution. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Friendly and outgoing with excellent presentation and interpersonal skills and ability to convey knowledge in clear and concise manner to end users: Superintendents, Building Administrators, and teachers. Extensive education and experience with educational product to leverage product line to customers.
Overview
14
14
years of professional experience
Work History
Customer Success Manager
Qlik
03.2019 - Current
- Boosted customer satisfaction by working with district and building administrators and the sales teams to address and resolve concerns.
- Oversaw addressing of customer requests for friendly, knowledgeable service and support.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Used strategic and tactical approaches to penetrate school and district accounts.
- Drove customer escalations to resolution by engaging directly with clients.
- Prepared monthly and quarterly documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Managed over 50 customer calls per day.' or, "Increased sales by 10%".Generated revenue by promoting license expansion and additional product for up-sell opportunities.
- Attended company seminars to increase understanding and knowledge of products.
- Recommended improvements to customers and demonstrated potential cost reductions and process improvements.
- Provided training and product support for other members of sales team.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
Educator
Catholic Charities Diocese Of Jackson
07.2016 - 06.2019
- Tested students with quizzes, essays and exams to gauge learning effectiveness.
- Designed curriculum, lesson plans and instructional materials for classroom teaching.
- Provided positive and welcoming experience when collaborating with adults and children.
- Introduced new learning methods to ensure total comprehension for all students.
- Created lesson plans and chose supporting materials to promote positive learning experiences.
- Taught secondary level children of diverse cultural and academic backgrounds
- Taught general education students as well as individuals with learning challenges and special needs within mainstreamed, inclusive classroom.
- Managed and organized class records and reports.
- Encouraged positive self-esteem and mutual respect for others while instilling joy of learning and discovery.
- Assessed each student's grasp of class material presented in courses and workshops.
- Liaised with teachers to develop cohesive educational plans and improve student support.
- Applied proactive behavior management techniques to facilitate classroom discipline.
- Oversaw and directed parent conferences, lesson plans and classroom activities.
- Enhanced learning experience using various types of equipment and aids.
- Implemented remedial programs for students requiring extra assistance.
- Led and educated individuals during classes and summer activities.
- Motivated students to be more engaged in classes through applying positive reinforcement techniques.
- Led students through safety procedures, including active shooter and fire drills.
- Remained calm and patient in all student interactions to support individual growth and development.
- Tutored children individually and in small groups to help with difficult subjects.
- Designed lesson plans for middle grade students to increase interest in reading and science classes.
- Participated in workshops, trainings and conferences to improve educational skills.
- Implemented assessment tools to evaluate student progress and identify weak points.
- Worked outside normal hours to be available to answer parent and student questions.
- Planned and implemented lessons using various teaching strategies to meet diverse student needs.
- Observed fellow educators in classroom to learn new teaching techniques.
- Met with parents and guardians to discuss students' progress and areas requiring improvement.
- Tested students' comprehension of subject matter through quizzes, tests and projects.
- Mentored students needing extra assistance in understanding lessons or concepts.
- Conquered challenges of working with highly diverse student population to attain exceptional student achievement.
- Employed wide variety of fiction and non-fiction textual materials to encourage students to read independently.
- Built relationships and communicated with parents to provide best learning environment for children.
- Met regularly with team of teachers to discuss best practices and develop innovative teaching strategies.
- Collaborated with administrators to develop school-wide initiatives to promote academic excellence.
National Science Education Consultant
Houghton Mifflin Harcourt Publishing Company
06.2012 - 03.2016
- Prepared monthly and quarterly documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Oversaw addressing of customer requests for friendly, knowledgeable service and support.
- Scheduled appointments with Principals and Superintendents to meet customer needs and resolve key concerns.
- Scheduled appointments with to meet customer needs and resolve key concerns.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Trained and mentored school employees to promote productivity and customer service.
- Documented account activities and generated progress reports.
- Provided training and product support for other members of sales team.
- Developed appropriate professional learning for multi levels of educators
- Developed and presented at regional and national conferences.
Teacher
Hinds County Human Resource Agency
07.2010 - 06.2012
- Modeled lesson planning strategies and classroom management techniques to student teachers.
- Strengthened parent-teacher and parent-child communication by holding regular parent-teacher conferences.
- Assisted fellow teachers with assignment development, special projects, tests, administrative updates and grading.
- Developed district-wide and state-wide professional development for teachers.
- Developed proficiency standards for new teachers in the district.
- Mentored new teachers
- Addressed behavioral and learning issues with parents and daycare management.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
Education
Bachelor of Science - Early Childhood Education
Jackson State University
Jackson, MS05.2010
Skills
- Self-motivated
- Customer service
- Supervision
- Critical thinking
- Reliable and trustworthy
- Multitasking
- Project planning
- Client Relations
- Customer Relationship Building
- Staff Mentoring & Leadership
- Proficient in Zendesk, SaaS, SharePoint, and Microsoft Teams
Timeline
Customer Success Manager
Qlik
03.2019 - Current
Educator
Catholic Charities Diocese Of Jackson
07.2016 - 06.2019
National Science Education Consultant
Houghton Mifflin Harcourt Publishing Company
06.2012 - 03.2016
Teacher
Hinds County Human Resource Agency
07.2010 - 06.2012
Bachelor of Science - Early Childhood Education
Jackson State University
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