Sasha Thomas
Summary
Results-driven Service Manager with 10+ years of experience in facilities management, client services, and operations leadership. Proven ability to streamline workflows, improve service delivery, and lead teams to exceed performance goals. Skilled in vendor relations, process improvement, and cross-departmental collaboration.
Overview
11
11
years of professional experience
Work History
Service Manager
The Firm Facility Services
12.2023 - 05.2025
- Directed daily operations of the service department, ensuring high-quality service delivery across multiple accounts.
- Recruited, trained, and coached staff to improve onboarding efficiency and team productivity.
- Developed and implemented service procedures that increased customer satisfaction and operational consistency.
- Monitored KPIs and service metrics, identifying opportunities to enhance performance and reduce service delays.
- Collaborated cross-functionally to improve workflows and align service objectives with business goals.
Site Inspector
Global Management Group
01.2018 - 12.2023
- Conducted comprehensive onsite inspections across commercial and residential properties to ensure compliance with company standards, client requirements, and safety regulations.
- Documented site conditions through detailed reports, photographic evidence, and digital inspection tools, providing clear recommendations for corrective actions.
- Coordinated with contractors, vendors, and property managers to verify timely completion of repairs and maintenance work.
- Identified hazards, structural concerns, and operational deficiencies, escalating issues to leadership for rapid resolution.
- Monitored project progress, ensuring work met quality benchmarks and was completed within defined timelines.
- Served as the primary field liaison between clients and internal teams, improving communication flow and service transparency.
- Utilized inspection data to help refine operational procedures, contributing to greater service consistency and customer satisfaction.
Liability Manager / IME Coordinator
National Claim Evaluations
11.2021 - 01.2023
- Managed inquiries from attorneys and physicians while coordinating appointments for claimants.
- Obtained and organized medical records from legal representatives and state databases.
- Prepared documentation, letters, and reports, ensuring compliance with regulatory standards.
- Streamlined scheduling process to improve turnaround time for client cases.
Client Team Supervisor
Front Street Facility and Maintenance
07.2018 - 03.2021
- Supervised a team of 3+ coordinators, managing $3M+ annual revenue in client transactions.
- Oversaw scheduling, workload distribution, and performance management to ensure on-time service delivery.
- Led process improvement initiatives, reducing service delays and improving client satisfaction.
- Drafted proposals and collaborated with clients on business reviews and service enhancements.
- Maintained accurate records in the FSFS work order management system to support billing and compliance.
Account Manager
Global Facility Management
03.2014 - 07.2018
- Managed account coordinators and TSRs, ensuring timely execution of client facility service requests.
- Negotiated vendor quotes, reducing costs while maintaining service quality.
- Handled escalations and urgent service requests, resolving issues quickly and effectively.
- Partnered with vendors to meet and exceed client service expectations.
- Assisted with team training and development to improve operational efficiency.
Education
Liberal Arts And Sciences
SUNY Farmingdale
Farmingdale, NYSkills
- Team Leadership
- Operations Management
- Process Improvement
- Customer Relationship Management
- Vendor Negotiation
- Training & Development
- Strategic Planning
- Performance Metrics
Timeline
Service Manager
The Firm Facility Services
12.2023 - 05.2025
Liability Manager / IME Coordinator
National Claim Evaluations
11.2021 - 01.2023
Client Team Supervisor
Front Street Facility and Maintenance
07.2018 - 03.2021
Site Inspector
Global Management Group
01.2018 - 12.2023
Account Manager
Global Facility Management
03.2014 - 07.2018
Liberal Arts And Sciences
SUNY Farmingdale