JULIE THOMAS
Maumelle
Summary
Strategic leader in customer experience and operations, driving excellence and engagement. Successfully resolved escalated issues while enhancing satisfaction through process improvements and collaboration. Recognized for developing talent and leading change initiatives that strengthen loyalty and operational metrics.
Overview
22
22
years of professional experience
Work History
Manager, Sales Loyalty & Customer Advocacy
AT&T
01.2015 - Current
- Led customer-facing teams to meet operational performance goals and deliver exceptional customer experiences.
- Acted as primary escalation resource for complex customer concerns, facilitating timely resolutions.
- Collaborated with business organizations to improve processes and drive better customer outcomes.
- Directed change management initiatives while maintaining employee engagement and operational stability.
- Analyzed performance trends and operational data to identify continuous improvement opportunities.
- Coached employees and developed tailored development plans, fostering accountability and enhancing performance.
- Cultivated a culture of collaboration, accountability, and operational excellence.
- Recognized for delivering strong customer experience results and developing high-performing teams.
Manager, Customer Support Operations
AT&T
01.2013 - 01.2015
- Managed staffing, scheduling, workforce planning, and performance management to enhance employee development and operational efficiency.
- Implemented operational improvements that increased productivity, service quality, and customer satisfaction.
- Developed action plans and coaching strategies to elevate employee performance and drive business results.
- Collaborated with leadership teams to address service disruptions and enhance operational effectiveness.
- Directed daily operations for customer support teams in a high-volume environment.
Service Lead
AT&T
01.2009 - 01.2013
- Consistently exceeded performance, quality, and customer satisfaction expectations.
- Provided expertise to enhance frontline customer service operations.
- Facilitated onboarding, training, and development programs for team members.
- Contributed to continuous improvement initiatives and process enhancements.
Customer Service & Technical Support Specialist
AT&T
01.2004 - 01.2009
- Addressed complex service issues, achieving high customer satisfaction scores through effective problem resolution.
- Provided tailored customer support for residential and business clients, ensuring needs were met effectively.
- Developed expertise in customer relationship management, focusing on troubleshooting and effective service recovery.
Education
Bachelor of Arts - Professional Technical Writing
University of Arkansas At Little Rock
Skills
- Customer experience leadership
- Operations management
- Customer advocacy
- Escalation resolution
- Team leadership and development
- Employee coaching and mentoring
- Process improvement
- Change management
- Cross-functional collaboration
- Strategic planning
- Workforce management
- Performance management
- Customer retention
- Operational excellence
- Business analysis and reporting
- Relationship management
Awards Recognition
Diamond Club Top Performer, Recognition for leadership excellence, customer experience performance, and operational achievement.
Timeline
Manager, Sales Loyalty & Customer Advocacy
AT&T
01.2015 - Current
Manager, Customer Support Operations
AT&T
01.2013 - 01.2015
Service Lead
AT&T
01.2009 - 01.2013
Customer Service & Technical Support Specialist
AT&T
01.2004 - 01.2009
Bachelor of Arts - Professional Technical Writing
University of Arkansas At Little Rock