THOMAS R. KING
Phenix City,AL
Summary
Customer Service Manager with over 13 years of experience in managing high-revenue operations and driving customer satisfaction. Adept at developing relationships with key stakeholders, coordinating cross-functional efforts, and leveraging data to enhance the customer experience. Proven ability to prevent churn, maintain CRM data integrity, and support the development of customer success tools and processes. Committed to delivering quality service, ensuring seamless onboarding, and fostering long-term client retention.
Overview
18
18
years of professional experience
Work History
Customer Service Account Coordinator
Pratt & Whitney, Columbus Engine Center
12.2019 - Current
- Served as the primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders and driving business value from onboarding through the client’s tenure
- Collaborated cross-functionally with Sales, Support, Marketing, and Development teams to enhance the overall customer experience
- Monitored customer usage patterns, proactively contacting clients to ensure relationship health and prevent churn
- Built strong relationships with external consultants servicing Direct customers to increase retention
- Utilized CRM (HubSpot) to track key account data, log calls, and maintain relevant notes
- Ensured data input and hygiene of the CRM system for all assigned clients
- Supported the Director of Customer Success in developing tools, processes, and best practices to shorten time to value and increase retention
- Assisted in the preparation and distribution of client and consulting agreements, scheduling Direct client calls, and enhancing the overall client onboarding experience
- Acted as the voice of the customer, aiding the training team in the development and organization of training materials.
General Manager / Regional Trainer
TMX Finance
04.2013 - 12.2019
- Managed customer accounts, ensuring consistent communication and satisfaction throughout their lifecycle
- Collaborated with multiple departments to resolve customer issues and enhance service delivery
- Monitored account usage and proactively addressed potential issues to prevent churn
- Developed and maintained relationships with external consultants to boost customer retention
- Managed CRM data, ensuring accurate and up-to-date information for all clients
- Contributed to the development of customer success strategies and tools, improving overall efficiency and retention rates
- Coordinated the onboarding process for new clients, ensuring a smooth transition and quick realization of value
- Supported training initiatives by developing and organizing training materials for new hires and ongoing staff development.
General Manager / DMIT
CEC Ent
05.2006 - 04.2013
- Oversaw customer account management, ensuring strong relationships and satisfaction throughout the customer lifecycle
- Worked closely with Sales, Support, and Marketing teams to resolve customer issues and enhance their experience
- Monitored usage patterns and proactively contacted customers to maintain relationship health and prevent churn
- Built and maintained relationships with external consultants, increasing customer retention rates
- Managed CRM data, ensuring accuracy and completeness for all assigned clients
- Supported the development of customer success processes and tools, contributing to shorter time to value and increased retention
- Assisted in the onboarding process, ensuring a positive and efficient experience for new clients
- Collaborated with the training team to develop and organize training materials, supporting continuous improvement in service delivery.
Education
High School Diploma -
Spencer High School
Columbus, GA01.2006
Skills
- Excellent Communication
- Customer Lifecycle Management
- Client Relations
- Customer Advocacy
- Cross-Functional Collaboration
- Relationship Building with Clients
- CRM Management
- Data Input
- Onboarding Support
- Training Programs
- Account Management
Accomplishments
- Successfully developed and implemented customer success strategies, leading to increased satisfaction and retention.
- Proactively resolved high-severity customer issues, minimizing impact on business operations and maintaining strong relationships.
- Conducted effective training sessions, improving team performance and service delivery.
- Identified and capitalized on new business opportunities, contributing to company growth.
- Earned highest marks for customer satisfaction, company-wide, through exceptional service and support.
State
AL
Zip
36867
City
Phenix City
Timeline
Customer Service Account Coordinator
Pratt & Whitney, Columbus Engine Center
12.2019 - Current
General Manager / Regional Trainer
TMX Finance
04.2013 - 12.2019
General Manager / DMIT
CEC Ent
05.2006 - 04.2013
High School Diploma -
Spencer High School
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