Summary
Overview
Work History
Education
Skills
Accomplishments
Notes
Timeline
Generic

THOMAS R. KING

Phenix City

Summary

Customer Service Manager with over 13 years of experience in managing customer relationships, resolving issues, and enhancing customer satisfaction. Skilled in understanding customer needs, managing data within CRM systems, and collaborating with cross-functional teams. Adept at prioritizing tasks, troubleshooting customer concerns, and ensuring a high level of service. Committed to providing excellent customer experiences and supporting the efficient resolution of inquiries.

Overview

18
18
years of professional experience

Work History

Customer Service Account Coordinator

Pratt & Whitney
12.2019 - Current
  • Serve as the primary point of contact for customers, managing inquiries throughout the customer lifecycle and ensuring timely responses.
  • Collaborate with internal teams, including Sales, Support, and Marketing, to address customer needs and improve service delivery.
  • Monitor customer interactions and data within the CRM (HubSpot) to maintain accurate records and provide insights for improving customer support processes.
  • Assist in troubleshooting customer issues related to account management and service delivery, ensuring concerns are addressed promptly.
  • Prioritize customer requests and inquiries based on urgency and impact, ensuring efficient handling of all customer support tasks.
  • Support the Director of Customer Success in developing tools, processes, and best practices to enhance customer retention and satisfaction.
  • Contribute to the onboarding process for new clients, ensuring a smooth transition and effective use of company services.

General Manager / Regional Trainer

TMX Finance
04.2013 - 12.2019
  • Managed customer accounts, ensuring consistent communication and addressing customer concerns throughout their lifecycle.
  • Developed and maintained relationships with customers, ensuring their needs were met and issues were resolved efficiently.
  • Collaborated with multiple departments to improve service delivery and resolve customer issues, contributing to higher satisfaction rates.
  • Ensured accurate CRM data management, tracking customer interactions and maintaining up-to-date information.
  • Played a key role in developing customer support strategies and training materials, improving team performance and service delivery.
  • Led training initiatives, providing guidance on best practices for customer support and issue resolution.

General Manager / DMIT

CEC Ent
05.2006 - 04.2013
  • Oversaw customer account management, maintaining strong relationships and ensuring customer satisfaction through proactive communication.
  • Worked closely with internal teams, including Sales and Support, to resolve customer issues and enhance their experience.
  • Monitored customer interactions and data, ensuring accuracy and timeliness in CRM updates and issue tracking.
  • Contributed to the development of customer support processes, focusing on improving efficiency and customer satisfaction.
  • Assisted in onboarding new clients, providing support during the transition and ensuring a positive customer experience. - Led training programs to improve team capabilities in customer support and issue resolution.

Education

High School Diploma -

Spencer High School
Columbus, GA
01.2006

Skills

  • Customer Support & Communication
  • Issue Resolution & Problem Solving
  • CRM Management (HubSpot)
  • Ticket Management
  • Cross-Functional Collaboration
  • Customer Relationship Management
  • Data Integrity & Input
  • Onboarding Support
  • Time Management & Prioritization
  • Training & Development

Accomplishments

  • Successfully managed customer accounts with a focus on improving satisfaction and retention through effective communication and support.
  • Developed and implemented strategies for resolving customer issues, leading to improved service delivery and customer satisfaction.
  • Led cross-functional initiatives to address customer concerns, resulting in a 15% increase in customer retention rates.
  • Provided training and support to team members, enhancing their ability to manage customer inquiries and resolve issues.

Notes

  • Transferable Skills:
  • Emphasized skills and experience in customer communication, issue resolution, and CRM management, which are relevant to the Technical Support Specialist role.
  • Relevant Responsibilities:
  • Highlighted your experience in managing customer inquiries, troubleshooting issues, and collaborating with internal teams, aligning with the job requirements.
  • ATS Compatibility:
  • Maintained a clean, straightforward format with standard headings to ensure ATS compatibility.

Timeline

Customer Service Account Coordinator

Pratt & Whitney
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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THOMAS R. KING