Thomas Jones's Linkedin Analytics

As a mission-driven and analytical professional, I have extensive experience spearheading end-to-end renewal processes with data-driven strategies, gaining competitive advantage, and increasing revenue growth in fast-paced and startup environments. My strong customer care and management skills have allowed me to direct all facets of customer service and satisfaction to reduce churn and drive customer success. As a customer-focused professional, I have been instrumental in advising clients on optimal decisions to energize customer relations. Gaining an advantage from my success-oriented mindset, I have identified business challenges and developed and directed leaders and cross-functional teams to provide high-quality deliverables while ensuring employee engagement and retention. A few of my career highlights include: • Performed as Vice President of Operations and Customer Success and delivered required feedback and mentorship for Customer Support Team, resulting in improving CSAT scores by over 30%. • Optimized all operations related to providers, built an outperforming Provider Team, and increased New Provider Activation on Network by 33% within the first 30 days. • Selected to re-design and document all procedural directives to overcome lay-offs and delegated various LA and NY employees to other teams within the company, improving overall performance while saving $500K in payroll expenses. “I hired Thomas Jones to come in as the VP of Customer Support at Zeel, and it was the best hiring decision I've made to date in my career. Thomas was brought on to Zeel to redefine and relaunch customer support at the start of the pandemic as the business was reopening. The end result is; he is the hire that made me look better as an executive” – Missy L., COO, Zeel