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

Keaira Thompson

Austell,GA

Summary

Experienced Customer Service professional bringing over 8 years of quality performance in related roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

8
years of professional experience

Work History

Amazon Web Services Inc.
Herndon, VA

Customer Success Manager (Remote)
12.2016 - 12.2019

Job overview

  • Capitalized on multiple upsell opportunities with new and potential customers, resulting in 21% increase in revenues.
  • Facilitated penetration of key accounts via strategic planning initiatives.
  • Oversaw team of 10-20 customer service professionals assisting customers.
  • Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
  • Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Developed and implemented pursuit plans for all opportunities with assigned key accounts.
  • Submitted monthly reports, including booking forecasts, monthly highlights and CRM entries.
  • Identified sales opportunities by assessing environment and devising and implementing winning strategy.

Deep Green Waste & Recycling
Marietta, GA

Project Manager
02.2014 - 11.2016

Job overview

  • Increased effectiveness of bidding processes by reviewing contractor scopes and material takeoffs.
  • Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
  • Performed detailed assessments of risks to determine constraints and develop mitigation strategies.
  • Created and maintained schedule to protect company from dead-deal expense while meeting contractual obligations.
  • Detailed improvements to restoration plans by creating detailed budgets, schedules and costing estimates for clients.
  • Developed process improvement initiatives and analyzed problems to ceate corrective action strategy.
  • Made appropriate changes and modifications to project plans to meet organizational needs.
  • Practiced lean principles, which led to improvements in workflow and quality and waste reduction.
  • Took active role in company growth by consistently providing quality customer service to promote growth and retention.

Carma Productions Inc.
Atlanta, GA

Customer Service Representative
02.2012 - 01.2014

Job overview

  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Educated customers on promotions to enhance sales.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.

Education

Georgia State University
Atlanta, GA

Bachelor of Applied Arts And Science from Psychology
05.2017

Skills

  • Strategic communications
  • Brand enhancements
  • Business development
  • Pipeline development
  • Training and development
  • Sales proficiency
  • Schedule management
  • Team leadership
  • Staff mentoring & leadership
  • Customer relations
  • Key accounts development
  • Revenue growth

Timeline

Customer Success Manager (Remote)

Amazon Web Services Inc.
12.2016 - 12.2019

Project Manager

Deep Green Waste & Recycling
02.2014 - 11.2016

Customer Service Representative

Carma Productions Inc.
02.2012 - 01.2014

Georgia State University

Bachelor of Applied Arts And Science from Psychology

Similar Profiles

CREATE PROFILE
Keaira Thompson