Eric Thomas
Cary,NC
Summary
Dynamic and results-oriented professional in Customer Success, Sales Operations, and Account Management with a robust background in enterprise client advocacy, data-driven sales enablement, and high-velocity consumer sales at Verizon. Proven ability to leverage data analytics for developing cost-effective business solutions that enhance account retention and drive omnichannel digital adoption. Recognized as a strategic leader adept at aligning high-level go-to-market strategies with daily frontline execution, effectively reducing churn and optimizing the customer journey. Committed to delivering sustainable revenue growth through innovative approaches and a customer-centric mindset.
Overview
10
10
years of professional experience
Work History
Customer Success & Account Services Specialist (GEA- Global Enterprise Advisor)
Verizon
Cary
11.2024 - Current
- Serve as a trusted strategic advisor for a diverse portfolio of business accounts, driving online tool adoption and digital enablement to optimize the overall user experience.
- Develop and execute comprehensive Quarterly Business Reviews (QBRs) using Salesforce data analytics to identify growth funnels and align Verizon solutions with client corporate KPIs.
- Collaborate with field partners to analyze account performance, successfully modernizing lifecycle management metrics and increasing market penetration.
- Manage the end-to-end transition of complex client projects from initial development through final delivery, ensuring zero disruption to ongoing contract commitments and strict adherence to SLAs.
Sales Operations & Business Analyst
Verizon
Cary
05.2024 - 11.2024
- Analyzed complex business systems and data sets to design cost-effective software and operational solutions that perfectly aligned customer requirements with corporate sales strategies.
- Conducted systematic studies of operational workflows, information flows, and business trends to draft and implement new policies that drove continuous process improvement across business units.
- Leveraged Salesforce (SFDC) and business analysis tools to generate critical reporting, forecasting, and quote preparation materials, significantly accelerating the frontline sales cycle.
- Served as a strategic link between strategy development and execution, partnering with cross-functional leadership to deploy tools that strengthened brand impact and customer experience.
- Coached and developed digital sales staff on advanced product presentation techniques, directly improving team closing rates and performance metrics.
Inside Sales Specialist (Consumer Group)
Verizon
Remote
11.2020 - 05.2024
- Managed high-volume inbound and outbound telephone campaigns, exceeding individual sales quotas by aligning wireless products and digital services with customer lifestyle requirements.
- Leveraged Salesforce CRM to analyze customer eligibility, pitch targeted promotional campaigns, and accurately manage the sales funnel from discovery to close.
- Utilized consultative, solution-based selling techniques to actively listen to customer needs, handle complex objections, and effectively influence purchasing decisions.
- Consistently maintained top-tier customer service ratings while driving revenue through the strategic upselling of new features, devices, and core wireless services.
Retail Sales & Customer Experience Specialist
Verizon
Goldsboro
01.2016 - 11.2020
- Delivered a seamless OMNI-channel customer experience, utilizing digital, touchless, and self-service tools to simplify the purchasing process and drive customer self-sufficiency.
- Exceeded strict revenue and new account acquisition targets by actively cross-selling value-added services and guiding clients through high-price product features and financing.
- Coached and developed in-store sales staff on advanced product presentation techniques, directly improving team closing rates and performance metrics.
- Streamlined retail operations by identifying critical process improvements across merchandising, inventory management, and multi-location systems to maximize performance targets.
- Analyzed customer feedback to identify trends and recommend improvements in service delivery.
Education
Some College (No Degree) - Sociology
Southern New Hampshire University
Hooksett, NHSkills
- Account & Relationship Management: Enterprise Customer Advocacy QBR Delivery Lifecycle Management (LCM) Retention Strategies
- Sales Operations & Data Analytics: Salesforce (SFDC) Mastery Systems & Trend Analysis Pipeline & Funnel Management Process Improvement
- Consultative Sales & Enablement: Solutions Selling OMNI-Channel Strategy Inbound/Outbound Campaigns Cross-Functional Team Leadership
- Project & Store Operations: End-to-End Project Delivery Contract Compliance Retail Merchandising Staff Coaching & Mentorship
- Expertise in Excel
- Time management
- Attention to detail
- Six sigma certification
- Artificial intelligence proficiency
Timeline
Customer Success & Account Services Specialist (GEA- Global Enterprise Advisor)
Verizon
11.2024 - Current
Sales Operations & Business Analyst
Verizon
05.2024 - 11.2024
Inside Sales Specialist (Consumer Group)
Verizon
11.2020 - 05.2024
Retail Sales & Customer Experience Specialist
Verizon
01.2016 - 11.2020
Some College (No Degree) - Sociology
Southern New Hampshire University