Summary
Overview
Work History
Education
Skills
Timeline
Generic

Thaddeaus D. Goodlow

La Grange,IL

Summary

Experienced Customer Success Analyst with 20 + years of Sales Support, Account Management and Customer Care experience. Proven track record of customer focus and satisfaction. Passionate about providing clients with the best experience possible. Excellent communication skills, and a team player. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

17
17
years of professional experience

Work History

Customer Success Analyst

First Advantage
01.2021 - 01.2023
  • Act as primary point of contact and subject matter expert for 11 client’s HR and management teams
  • Collaborate with internal departments to help build and maintain client drug testing and background check programs
  • Identify and suggest new business solutions for client’s changing business needs
  • Partner with IT team to provide technical support and troubleshoot issues with client’s Applicant Tracking Systems
  • Assist Customer Success directors with weekly partnership calls, Customer Retention, Revenue Growth and Problem-Solving
  • Educate and train clients in use of internal applicant tracking system
  • Keep detailed records of client requests and program changes.

Customer Service Representative

Target Team, First Advantage
01.2014 - 01.2021
  • Provide exemplary customer service to clients and candidates seeking background check and drug test investigation status
  • Research and resolve customer issues/challenges related to pre-employment background check and drug test processing
  • Partner with other departments and vendors to locate and update missing drug test results
  • Locate vendors and coordinate reasonable-cause drug test investigations for client
  • Educate client HR representatives and vendors on pre-employment and post-accident drug testing protocols
  • Investigate and provide technical support for issues with client hiring portal
  • Promptly respond to and provide resolution for client email inquiries within 24-72 hour time frame
  • Keep and maintain record of client and candidate interaction via web based service request portal.
  • Handled customer inquiries and suggestions courteously and professionally
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Answered constant flow of customer calls with minimal wait times
  • Answered customer telephone calls promptly to avoid on-hold wait times

Sales Support Specialist

Glencoe McGraw, Hill
01.2006 - 01.2013
  • Processed requests for samples, product pricing, and catalogs from customers and sales representatives which was key component in creating product interest and growing business
  • Created sales proposals for customers and sales representatives
  • Answered product questions and responded to customer inquiries within 24 hours
  • Worked closely with 2 District Managers and 8 Sales Representatives in 6 states to complete back office work allowing sales representative to enhance customer focus
  • Coordinated sales presentations and meetings in three states
  • Completed special projects and Binders as required by manager and District Manager
  • Updated sales staff with information on potential sales leads
  • Primary point of contact for teachers and schools when sales representatives were not available.

Education

South Suburban College
Holland, South, IL

Skills

  • Time Management
  • Problem-Solving
  • Communication
  • Written and Phone Correspondence
  • Active Listening
  • Networking

Timeline

Customer Success Analyst

First Advantage
01.2021 - 01.2023

Customer Service Representative

Target Team, First Advantage
01.2014 - 01.2021

Sales Support Specialist

Glencoe McGraw, Hill
01.2006 - 01.2013

South Suburban College

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Thaddeaus D. Goodlow