Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Ty Thomas

Austin,TX

Summary

Customer service, retention, and sales expert who works cross-functionally to identify customer needs and deliver solutions to problems. Skilled in exceeding goals and company expectations by expanding client base and maintaining high standards of customer service.

Overview

7
7
years of professional experience

Work History

Customer Retention Specialist

RealWork Labs
Austin, TX
08.2023 - Current
  • Collaborated with cross-functional executive teams to develop and implement innovative solutions for reducing churn rate.
  • Generated monthly reports outlining progress made towards meeting retention objectives.
  • Identified potential risks associated with retaining existing customers and developed action plans accordingly.
  • Acted as an escalation point for the CS team to help prevent churn
  • Performed customer negotiations to reach fair conclusion for both business and customer.
  • Provided one-on-one coaching sessions for employees on best practices related to client retention efforts.
  • Completed multiple data analysis projects to help develop retention strategies

Customer Success Specialist

RealWork Labs
Austin, TX
03.2022 - 08.2023
  • Developed client relationships through proactive outreach, regular check-ins, and continued follow-up.
  • Assisted customers with onboarding processes to ensure understanding of the product features and capabilities.
  • Successfully maintained a book of 100+ accounts equaling $100k+ in MRR
  • Conducted customer training sessions with key stakeholders and end users on how to use products effectively.
  • Identified areas for improvement in product based on customer feedback, and worked directly with the product team and CPO to implement new features.
  • Trained new reps and developed scripting and SOP's to ensure collective success of CS team.
  • Participated in early product feedback meetings and alpha testing groups to ensure the product met customer expectations.

Sales Representative

The Brewtorium
Austin, TX
05.2021 - 03.2022
  • Created and expanded entire sales process for the brewery.
  • Connected with decision-makers to sustain revenue from existing accounts and convert prospects into new draft accounts.
  • Communicated effectively with clientele to maintain customer satisfaction and loyalty.
  • Learned customer needs and desires to suggest specific product options.
  • Personally delivered kegs to ensure full expectations were met properly.
  • Maintained integrity and quality of beer lines and taps for certain accounts through regular maintenance.
  • Collaborated with Owner and Head Brewer on new beer releases and marketing strategies.
  • Maintained a full bar schedule while holding the responsibilities of sole beer rep.

Canvassing Manager

Silver Solar
Leander, TX
12.2020 - 05.2021
  • Led team of six canvassing professionals with one team lead reporting directly.
  • Optimized productivity, streamlined program efficiency, and boosted profitability.
  • Met with each associate to establish realistic monthly sales goals.
  • Leveraged market knowledge and leadership ability to help drive profit increases.
  • Recruited, hired and trained new employees, including monitoring and review of individual performance.
  • Aided sales team by running solar appointments in between managing responsibilities.

Solar Specialist

Momentum Solar
Austin, TX
12.2019 - 05.2020
  • Traveled 20% of time to canvass neighborhoods and prospect for customers on door-to-door basis.
  • Maintained schedules of appointments with prospective and established customers.
  • Talked with customers about benefits of solar power in comparison with traditional power services.
  • Prepared and delivered polished and professional customer presentations.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Laid off due to Covid-19 cutbacks

Social Media Advisor

Godaddy Inc.
Austin, TX
01.2019 - 04.2019
  • Promoted from Sales Representative to Social Media Advisor through GoDaddy's acquisition of Main Street Hub
  • Transitioned from cold calling prospective small businesses to up-selling current GoDaddy customers on Social Media Marketing services

Catering/Sales Coordinator

Potbelly
Austin, TX
10.2016 - 08.2017
  • Identified and secured prospective customers. Used cold call and canvassing methods to provide the best personal customer service experience
  • Coordinated and led weekly conference calls with sales associates throughout the company to help lead success of all employees

Education

Bachelor of Arts - Theatre

University of North Texas
Denton, TX

Skills

  • Years of experience in Sales, Customer Success, and Customer Retention roles
  • Effective Team Player
  • Management and leadership experience
  • Salesforce proficient with experience in other CRM's
  • Fast learning capability
  • Strong desire for continued growth
  • Continued focus on genuine reverence for customer base

Affiliations

  • Experienced, highly competitive pool player
  • Former college Theatre major
  • Lover of golf. Both disc and regular
  • Dog Dad
  • Banjo player
  • Former High School mascot

Timeline

Customer Retention Specialist

RealWork Labs
08.2023 - Current

Customer Success Specialist

RealWork Labs
03.2022 - 08.2023

Sales Representative

The Brewtorium
05.2021 - 03.2022

Canvassing Manager

Silver Solar
12.2020 - 05.2021

Solar Specialist

Momentum Solar
12.2019 - 05.2020

Social Media Advisor

Godaddy Inc.
01.2019 - 04.2019

Catering/Sales Coordinator

Potbelly
10.2016 - 08.2017

Bachelor of Arts - Theatre

University of North Texas

Similar Profiles

CREATE PROFILE
Ty Thomas