Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Core Professional Strengths
Awards
Timeline
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Tanna Thomas

Charlotte,NC

Summary

Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Business Development Manager

Kleinfelder
03.2023 - 03.2024
  • Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
  • Led cross-functional teams to successfully execute complex projects, ensuring timely delivery and client satisfaction.
  • Established valuable partnerships with complementary businesses, creating mutually beneficial synergies that accelerated growth for both parties.
  • Spearheaded initiatives aimed at improving customer retention rates by proactively addressing concerns before they escalated into larger issues.
  • Delivered compelling sales presentations to prospective clients, highlighting the unique value proposition of our products and services.
  • Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
  • Leveraged industry events to network with potential clients, generating significant brand exposure and driving new business acquisition efforts.
  • Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
  • Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
  • Mentored junior team members in effective sales techniques, fostering a high-performance culture within the organization.
  • Negotiated and closed long-term agreements with new clients in assigned territory.
  • Kept meticulous client notes and updated account information in company databases.
  • Taught consultative selling techniques to new and existing staff members to build expertise.
  • Represented company and promoted products at conferences and industry events.
  • Generated new business with marketing initiatives and strategic plans.
  • Established relationships with key decision-makers within customer's organization to promote growth and retention.
  • Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.

Client Development Specialist

Terracon Consultants
03.2020 - 03.2023


  • Monitored and evaluated industry trends, customer drivers and meet regularly with management and stakeholders to implement a proactive strategy for major pursuits
  • Evaluated effectiveness of strategies, identify gaps and opportunities, and recommended innovative yet practical improvements
  • Provided accurate timely reporting to support program objectives and senior managements decision-making process.
  • Led training sessions for junior team members on best practices in client development, fostering a culture of continuous learning within the team.
  • Exceeded sales targets consistently through proactive prospecting efforts and strong negotiation skills.
  • Delivered product demonstrations and presentations, showcasing features that aligned with clients'' objectives.
  • Implemented innovative marketing strategies that drove brand awareness and attracted potential clients.
  • Provided comprehensive after-sales support to clients, resolving any issues promptly and efficiently.
  • Established long-lasting partnerships with key industry stakeholders, enhancing networking opportunities for the organization.
  • Maintained accurate records of all client interactions in CRM systems, ensuring seamless account management across departments.
  • Streamlined internal processes to minimize response times for client inquiries, fostering an environment of trust and reliability.
  • Capitalized on available business intelligence tools to seek out lucrative opportunities.
  • Assisted operations managers with preparation and execution of client development plans and programs.
  • Collaborated with others in corporate roles to coordinate client and project pursuits.
  • Developed and used networking contacts to generate client leads and acquired new projects from past, existing and future clients.

MTU Program Manager/Real Estate Relationship Manager

CenturyLink
02.2019 - 03.2020
  • Developed a strategy to attract and retain a network of real estate related professionals who share leads and information to create growth (both unit sales and revenue) and building penetration within the Charlotte, NC market
  • Built and managed relationships with landlord partners by establishing trust and rapport for the purpose of lead generation
  • Conducted high touch contact meetings with Leasing Agents (landlord reps, tenant reps), and Property Managers in order to establish partnerships and a referral network
  • Maintained a building management report to ensure minimum weekly and monthly contact with partners to establish and maintain strong relationships
  • Coordinated introductions for sales teams when applicable
  • Partnered with a cross-functional team of product, service delivery and marketing professionals accountable for the development and execution of MTU (Multi-Tenant Unit) program strategies
  • Evaluated effectiveness of strategies, identify gaps and opportunities, and recommended innovative yet practical improvements
  • Provided accurate timely reporting to support program objectives and senior managements decision-making process
  • Lead the coordination and communication of marketing activities for supported sales groups
  • Leveraged Salesforce to maintain records of key phone calls, emails and other customer interactions.

Customer Success Manager

Asset Management Technologies (AMTdirect)
07.2018 - 02.2019
  • Lead point of contact for 85+ commercial real estate accounts, serving as the subject matter expert for AMTdirect products and services, while providing the highest level of customer service to ensure client satisfaction
  • Built and managed relationships with key client stakeholders by establishing trust and rapport with client leadership, operational managers and application end-users
  • Provided timely resolution of product and accounting-related customer support issues
  • Exercised independent judgment and analysis to determine best method(s) to resolve issues and ensure customer loyalty and satisfaction
  • Identified additional revenue opportunities within client accounts, upselling both software and services, to drive increased usage and adoption of the application
  • Assisted in the development of success plans for clients that outlined critical success factors, metrics for success, potential issues and provided recommendations
  • Anticipated and understood clients’ wants and needs; partnered with the Product Management team to suggest, design and deliver product enhancements and solutions
  • Negotiated renewal contract terms, prepared amendments accordingly
  • Leveraged NetSuite to maintain records of key phone calls, emails and other customer interactions.

Senior Property Manager

Duke Realty
02.2017 - 03.2018
  • Managed daily operation, maintenance, and management of over 2,500,000 sq
  • Ft
  • Of internally owned and joint venture industrial and office property for national, publicly traded, commercial real estate firm
  • Managed proper execution of projects performed by Director of Maintenance; prepared annual operating budgets totaling $10MM inclusive of bidding, recoveries projection, capital improvement schedules, contracts and preventative maintenance costs
  • Prepared monthly management reports including site narratives, variances, projections for write off, delinquencies, property, and capital project reports
  • Evaluated and administered all vendor contract requirements; prepared bid specifications, solicited competitive bids and evaluated cost/benefit to maximize contractual value
  • Guided property and tenant improvement projects, partnering with Duke Construction, contractors, vendors and maintenance staff in order to achieve on time deliverables
  • Directed and led a team of 10 (engineers, lease administrators, customer account representatives, maintenance staff and vendors); planned, coordinated and facilitated tenant events for up to 1,000 employees
  • Administered aspects of industrial and office leases; required contracts, abstracts, commencements, move in/out, renewals/assignments, and general compliance with terms
  • Interacted daily with all aspects of accounting/operating functions necessary for fiduciary responsibility of property, AP, AR, Lease Administration, Customer Account Representatives, variances, credits, accruals, CAM reconciliation, invoice coding, utility bill backs, and tax and insurance billings
  • Ensured compliance with applicable local, state and federal laws, rules and regulations, including ADA and environmental regulations
  • Helped maintain an occupancy rate of 95% or higher on both office and industrial properties; improved tenant survey scores by 15% (recognized above industry average by Kingsley)

Assistant Property Manager

Stiles Corporation
08.2008 - 01.2011
  • Supported daily operations, maintenance and lease administration of 1,004,000 square feet of internally owned, 3rd party, retail, light industrial and office property
  • Administered annual operating budgets totaling $8MM inclusive of bidding, recoveries projection, capital improvement schedules, contracts and preventative maintenance costs
  • Administered all aspects of retail and office leases, including rent commencement, rent increases, AR, required contracts, insurance, abstracts, commencements and renewals/assignments
  • Supervised a team of 3 employees: administrative assistant and 2 building engineers
  • Maintained building security access systems; provided security reports to managers and tenants
  • Performed fiduciary responsibility for properties on a daily basis, including AP, AR, GL, variances, credits, accruals, CAM reconciliation, invoice coding, utility bill backs and tax and insurance billings
  • Evaluated and administered all maintenance and vendor contract requirements, prepared bid specifications, solicited competitive bids, evaluated cost/benefit and made recommendations to ownership to maximize contractual value
  • Contributed as member of interdepartmental LEED teams; recognized for gold rated multi-office building
  • Managed daily coordination of work, triaging unforeseen issues and impact on tenant relations resulting from a multimillion-dollar renovation of an occupied office building (40,0000 square feet)
  • Served as a liaison between tenants and Stiles construction department during build out; dispatched maintenance services and advised work activity.

Education

Master of Business Administration -

NOVA Southeastern University
Davie, FL

Bachelor of Arts: Business Administration - undefined

Flagler College
St. Augustine, FL

Skills

Stakeholder Communication

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Certification

Real Estate License, Florida, 2017

Affiliations

  • Institute of Real Estate Management, NC 40 Chapter 2019
  • Commercial Real Estate Women (CREW), President (2017), Programs Chair (2016), Ft. Lauderdale/Boca Raton Chapter
  • Commercial Real Estate Women (CREW), Co-Chair Membership committee, Charlotte Chapter
  • Urban Land Institute (ULI) Charlotte, NC Chapter
  • National Association for Industrial and Office Parks, Charlotte, NC Chapter
  • Society of Marketing Professionals

Core Professional Strengths

  • Account Management
  • Business Development
  • Contract Review
  • Customer Relationship Management
  • Document Compliance & Management
  • Portfolio Management
  • Event Coordination
  • LEED Certification Process Expertise
  • Project Management
  • Vendor Relations
  • Contract Management
  • Proficient in Salesforce,NetSuite, Zendesk, Asana, Zoom, Microsoft Teams, Microsoft CRM, Google Docs
  • Financial Management & Analysis
  • Strategic Planning
  • Negotiation Skills

Awards

BOMA Ft. Lauderdale and The Palm Beaches, TOBY Awards 2010

Timeline

Business Development Manager

Kleinfelder
03.2023 - 03.2024

Client Development Specialist

Terracon Consultants
03.2020 - 03.2023

MTU Program Manager/Real Estate Relationship Manager

CenturyLink
02.2019 - 03.2020

Customer Success Manager

Asset Management Technologies (AMTdirect)
07.2018 - 02.2019

Senior Property Manager

Duke Realty
02.2017 - 03.2018

Assistant Property Manager

Stiles Corporation
08.2008 - 01.2011

Master of Business Administration -

NOVA Southeastern University

Bachelor of Arts: Business Administration - undefined

Flagler College
Tanna Thomas