Jurald Thomas

Results-driven escalation manager with over 5 years of experience specializing in managing Tier 2 and higher complaint escalations across multiple support channels (voice, chat, email). Proven expertise in deescalation, risk mitigation, and regulatory compliance within highly regulated environments like fintech. Demonstrated ability to lead cross-functional teams, mentor staff, and implement corrective actions to reduce future escalations by up to 20%. Adept at fostering strong stakeholder relationships and optimizing customer experiences. Passionate about delivering exceptional customer support while ensuring strict adherence to policies and best practices.

• Foundations of Cybersecurity, Coursera
• Manage Security Risks, Coursera

• Reduced future escalations by 20% through thorough root-cause analysis and implementation of corrective actions.
• Delivered training sessions to new hires that improved team performance and minimized errors, contributing to a 30% increase in team success rates.
• Partnered with IT and Compliance teams to enhance systems, resulting in a 15% increase in customer satisfaction and a 10% decrease in fraud.
• Increased customer satisfaction scores by 15% through timely issue resolution and continuous improvement initiatives.

• Accenture/VDart, Escalation Manager, 05/01/21, Present, Managed Tier 2 escalations across voice, chat, and email channels, ensuring compliance with regulatory frameworks with adhering to strict SLAs., Resolved complex customer complaints, reducing future escalations by 20% through root-cause analyses and implementation of corrective action plans., Conducted daily reviews of open cases to identify high-priority issues, reassigned tasks as necessary, and ensured on-time resolution with SLA parameters., Collaborated cross-functionally with Product, Risk, and Compliance teams to identify and address systemic issues, enhancing customer satisfaction by 15%., Regularly monitored and prioritized escalations, ensuring all complaints were acknowledged within 4 hours and resolved within 24 hours, exceeding SLA targets by 30% on average., Monitored and analyzed escalations to identify trends and proactively suggest solutions to improve service and minimize recurring issues.
• Park N Fly Corporate, Escalation Manager, 03/01/17, 05/01/21, Managed Tier 2 complaint escalations, resolving high-priority issues and reducing customer complaints by 25% through innovative service improvement strategies., Collaborated with IT and product teams to test and improve website functionalities, reducing customer navigation issues and decreasing fraud vulnerabilities., Conducted regular audits and compliance reviews, ensuring adherence to both internal policies and external regulations., Streamlined customer feedback channels, improving customer retention by 18% and achieving a customer satisfaction score of 92%., Created a post-resolution survey process to gather feedback on customer interactions, which helped improve team performance by 12%., Led cross-departmental meetings to review complaints, identify recurring patterns, and implement long-term solutions, resulting in a 15% reduction in service issues.
• Pet Supermarket, ASM, 10/01/16, 03/01/17, Facilitated daily morning meetings to review goals and quotas, consistently achieving daily quotas at a rate of 90% and monthly quotas at 90%., Analyzed sales trends and designed inventory strategies, resulting in a 20% increase in revenue., Actively listened to customer requests and preferences, offering tailored recommendations to meet their needs and preferences accurately., Monitored behavior and conditions closely, promptly identifying signs of flow on website and resolving website pain points for a better customer experience., Implemented enhanced customer engagement practices, reducing customer churn and increasing satisfaction.
• I3 Verticals/Randstad, Account Manager, 10/01/15, 03/01/17, Expertly managed and resolved client technical issues with a composed demeanor, fostering trust and satisfaction. Acted as a point of contact for escalated customer and client issues, utilizing problem-solving skills to resolve complex technical challenges in a timely manner., Collaborated with risk and compliance teams to mitigate issues, saving the company 40% in potential losses and ensuring strict policy adherence., Developed and executed project roadmaps for resolving escalated issues, resulting in improved client satisfaction and a 20% increase in customer loyalty., Analyzed data and identified trends to preemptively address common escalations, improving the company's issue resolution rate by 30%., Provided key insights to senior leadership regarding common complaint triggers, which influenced company policy changes that reduced client dissatisfaction by 10%.