Summary
Overview
Work History
Education
Skills
References
Timeline
Hi, I’m

Jennifer Thomas

Tucson,AZ
Jennifer Thomas

Summary

Dynamic Customer Success Specialist in the marketing industry with a strong background in ecommerce. Eager to learn with an aptitude for applying new knowledge quickly with skill and efficiency.

With extensive experience in client relationship management, a strong work ethic, and collaborative, strategic approaches to tasks, I'm able to build strong partnerships and deliver exceptional results that exceed every client's unique needs.

Overview

7
years of professional experience

Work History

Madison Logic

Customer Success Specialist
10.2022 - Current

Job overview

  • Established trusted strategic advisor relationships with over 50 clients, focusing on establishing and exceeding critical goals and KPI's.
  • Identified sales opportunities by evaluating consumer preferences and behaviors, combined with market trends and historical data, to adjust and enhance campaigns.
  • Enhanced data integrity by applying meticulous attention to detail when reviewing and analyzing data from prior and current marketing campaigns.
  • Prepare detailed campaign reports and digital marketing strategies, communicating key findings to clients leading to identifying growth opportunities and developing initiatives to increase campaign success.
  • Supported cross-functional relationships to discuss and seek resolution to issues discovered during analysis of various reports and data.
  • Orchestrated, executed, and monitored progress of campaigns and generated leads to optimize campaign performance.
  • Collaborated with senior sales, engineering, and other business development executives to create and implement best practices marketing initiatives.
  • Quickly learned new skills and applied them to daily tasks, improving overall efficiency, productivity, and profitability.
  • Facilitated penetration of key accounts via strategic planning initiatives.

Grommet

Onboarding Operations Associate / Account Manager
07.2021 - 10.2022

Job overview

  • Oversaw dozens of new business development and customer servicing.
  • Consulted with clients after sales and contract signings to resolve problems and provide ongoing support along
  • Managing day-to-day operations for onboarding new partner accounts
  • Liaised between clients and various departments to address problems with billing statements, inventory discrepancies, and product updates for pricing, imagery, packaging, etc
  • Coordinated product buy activities; including but not limited to, placing purchase orders based on company needs, negotiating with clients to increase profits, tracking purchase orders until successful delivery
  • Building and strengthening long-lasting partner relationships, resolving partner inquiries and issues, focusing on action and follow up
  • Responsible for forecasting and tracking of key account metrics on a quarterly basis
  • Analyzed account details such as sales data, and client communications to enhance understanding of effectiveness and client needs.
  • Proactively track in-stock %, inventory turns & gross margin.
  • Participated in overall buying strategy according to the marketing calendar

OVertone Haircare Inc

Escalations Specialist
07.2020 - 06.2021

Job overview

  • 5 months into the company promoted to oversee all escalations dealings; including but not limited to customer chargebacks and disputes, 100% of customer service for the company's Amazon store, along with monitoring, analyzing, and implementing processes for all business reputation sites (Better Business Bureau, Trustpilot, etc)
  • Researched and resolved escalated issues for long-term clients
  • Investigated and resolved financial discrepancies and issues by communicating with various financial institutions
  • Monitored and investigated suspicious activity on new and existing customer accounts
  • Recognized changing patterns and techniques used by fraud perpetrators to achieve overall fraud management goals
  • Used data to create spreadsheets and reports highlighting different findings to improve business performance with better analytics
  • Assisted in developing and maintaining policies, plans, and procedures for executing quality development
  • Forecasted and tracked marketing and sales trends, analyzing collected data
  • Managing entirety of the company's various review systems to ensure customer satisfaction and drastically improve the company's reputation
  • Enhanced company social media presence and brand awareness across platforms by thoroughly managing community support
  • Trained, educated, and supported team members to consistently achieve top-notch standards for all work

GC Services

Account Representative
05.2017 - 07.2020

Job overview

  • Utilizing strong negotiation and problem solving skills to ensure overall best success for the company and consumers
  • Handling high-volume of accounts, aiding consumers manage their debt ranging anywhere from the low thousands to several hundred thousand dollars
  • Maintaining professionalism with unsatisfied consumers and de-escalating irate consumers
  • Developing trusting relationships with consumers to ensure their confidence in the handling of their sensitive information
  • Following up with consumers to ensure payments are made, required paperwork is completed, and to further maintain positive relationships
  • Meeting and exceeding expectations for daily and monthly targets
  • Won multiple awards for the office’s best overall performance for monthly and quarterly goals

Charming Charlie

Sales Manager
09.2016 - 05.2017

Job overview

  • Overseeing KPIs hourly to exceed sales goals.
  • Managing a productive team, overseeing their sales and goals, closing on their unsuccessful sales, and meeting personal targets
  • Managing bank transactions and ensuring accurate documentation for store’s records
  • Ensuring merchandise is in exceptional condition and properly displayed for customer engagement

Education

Cooper City High School
Cooper City, FL

High School Diploma
05.2014

University Overview

Skills

  • B2B Marketing Strategy
  • Strategic Digital Marketing
  • Strategic Thinking and Communications
  • Customer Relationship Management (CRM)
  • Data Analysis, Collection, and Reporting
  • Business Relationship Management
  • Sales & Marketing Industry Knowledge
  • Cross-functional Problem Solving and Collaboration
  • Escalations Management
  • Account Management
  • Online Reputation Management
  • Client Onboarding
  • Decision-Making and Critical Thinking
  • Multitasking and Time Management

References

References

Nicole Gregory

Madison Logic, Sr. Manager of Customer Success

ngregory@madisonlogic.com


Misha Mirhashemi

Madison Logic, Sr. Strategic Customer Success Manager
mmirh7@gmail.com 

732-608-3961


Meredith Doherty

Grommet, VP Merchandising

Doherty.Meredith@gmail.com

617-429-2352


Ayana Blue
Grommet, Director of Site and Customer Experience Operations
ayana.blue88@gmail.com

617-605-1238


Tina Dubreuil

Grommet, Account Management Manager

tdubre@gmail.com

617-283-0515


Allison Cloyd

Grommet, Customer Experience Department Lead; also Overtone Haircare, Director of Client Experience

allisonmcloyd@gmail.com

760-533-3918

Timeline

Customer Success Specialist
Madison Logic
10.2022 - Current
Onboarding Operations Associate / Account Manager
Grommet
07.2021 - 10.2022
Escalations Specialist
OVertone Haircare Inc
07.2020 - 06.2021
Account Representative
GC Services
05.2017 - 07.2020
Sales Manager
Charming Charlie
09.2016 - 05.2017
Cooper City High School
High School Diploma

Similar Profiles

  • Nick Murphy

    Nick MurphyNick Murphy

    Account Director at Madison LogicAccount Director at Madison Logic

    View Profile
  • Courtney Terry

    Courtney TerryCourtney Terry

    Certified Surgical First Assistant at Madison LogicCertified Surgical First Assistant at Madison Logic

    View Profile
  • Ashlyn Shoaff

    Ashlyn ShoaffAshlyn Shoaff

    Extended Day Employee at Madison City Schools, Madison ElementaryExtended Day Employee at Madison City Schools, Madison Elementary

    View Profile
Jennifer Thomas