Jessica Thomas
San Antonio,TX
Summary
Dedicated customer service representative with extensive experience in fostering client relationships and driving satisfaction. Proven ability to collaborate effectively within a team, leveraging a positive attitude to enhance customer interactions. Committed to contributing to organizational success through relationship building and partnership cultivation.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Black Hills Energy
Fayetteville, AR
04.2021 - 09.2025
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Advocated for customer needs within the organization, driving product improvements.
- Coached team members on best practices for delivering exceptional customer experiences.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Drove customer escalations to resolution by engaging directly with clients.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Sales Manager and Recruiter
Mahoney
Fayetteville, AR
01.2019 - 04.2024
- Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
- Achieved company growth and brand development through market expansion and sales.
- Coached, developed and motivated team to achieve revenue goals.
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
- Provided technical support for customers when needed, answering questions about product features and capabilities.
- Conducted reference and background checks on prospective employees.
- Explained job duties, compensation and benefits to potential candidates.
- Informed job applicants of duties and responsibilities, compensation, and benefits.
- Selected qualified job applicants or referred to managers to make hiring recommendations.
- Managed candidate activity within Applicant Tracking System (ATS).
Behavioral Health Technician
Pinnacle Pointe Behavioral Hospital
Littlerock, AR
02.2016 - 01.2019
- Encouraged positive interactions between other Behavioral Health Technicians and clients and patients.
- Educated family members on techniques to support a patient's recovery process.
- Participated in weekly case management meetings to discuss individualized treatment plans for each client and patient.
- Issued medications from clinic dispensary and kept records using specified procedures.
- Aided patients in performing activities of daily living.
- Monitored patient safety in all areas of the facility.
- Completed patient reports daily and submitted to management for evaluation.
- Influenced patients' behavior with interaction, counseling or instruction.
- Documented behavioral incidents to keep accurate records.
- Planned and implemented safe interventions consistent with treatment goals.
- Assisted psychiatrists in working with patients to rehabilitate for community reintegration.
- Advised clinical staff regarding appropriate interventions for behavioral issues.
- Encouraged patients to develop interpersonal skills and engage in social interactions or other therapeutic activities.
Education
Bachelor of Science - Pyschology
Southern New Hampshire
Manchester, NH03-2022
Skills
- Team building
- Business development
- Stakeholder management
- Customer service
- Account management
- Key accounts development
- Strategic communications
- Training programs
- Proficient in [software]
- Customer advocacy
- Schedule management
- Customer needs assessment
- Staff mentoring & leadership
- Training and mentoring
Accomplishments
- National Society Of Leadership and Success
Affiliations
- Life Coach
References
References available upon request.
Timeline
Customer Success Manager
Black Hills Energy
04.2021 - 09.2025
Sales Manager and Recruiter
Mahoney
01.2019 - 04.2024
Behavioral Health Technician
Pinnacle Pointe Behavioral Hospital
02.2016 - 01.2019
Bachelor of Science - Pyschology
Southern New Hampshire