Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Thomisha Mays

Greer

Summary

Customer Service and Sales Supervisor with10+ years of experience driving team success, optimizing operations, and delivering exceptional customer experiences. Adept at managing remote teams, enhancing KPIs, and resolving escalations to maintain high satisfaction and retention rates. Proven ability to streamline workflows, develop targeted training programs, and align strategies with organizational objectives. Dedicated to fostering positive team culture and supporting professional growth in fast-paced, remote environments.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Inbound Sales Supervisor

Spectrum
03.2023 - 04.2024
  • Led a high-performing inbound sales team, achieving sales goals and maintaining compliance with company policies
  • Improved team performance by analyzing KPIs, delivering targeted coaching, and enhancing sales conversions
  • Resolved escalated customer issues, fostering positive relationships and boosting retention rates
  • Designed and implemented training initiatives to improve customer satisfaction and team performance
  • Presented actionable sales reports to leadership, driving data-informed decision-making

Connected Home Team Lead

Asurion
10.2020 - 03.2023
  • Supervised a team of12 remote agents, improving first-call resolution and customer retention by27%
  • Boosted agent productivity by11% through process improvement and performance tracking
  • Conducted regular coaching sessions, improving individual metrics and ensuring team success
  • Fostered a positive team culture, reducing turnover and increasing morale through recognition programs
  • Collaborated with cross-functional teams to optimize service delivery and streamline workflows

Recruiter

Marathon Staffing
04.2016 - 10.2020
  • Developed innovative recruitment strategies, increasing placements by17%
  • Conducted in-depth candidate assessments to ensure alignment with organizational goals
  • Built strong relationships with hiring managers to streamline recruitment processes and enhance communication
  • Diversified talent pipelines through job boards, social media, and networking, resulting in a richer talent pool
  • Negotiated competitive compensation packages, maintaining high offer acceptance rates

Assistant Manager

Advance America
02.2013 - 04.2016
  • Delivered exceptional customer service, driving retention and strengthening client relationships
  • Increased profits by12% through strategic sales and merchandising initiatives
  • Supervised daily operations, ensuring team compliance with company policies and operational efficiency
  • Managed financial records, including reconciliations and accounts payable/receivable
  • Conducted performance reviews to foster employee growth and boost productivity

Education

Business Administration

Greenville Technical College
Greenville, SC
05.2011

Skills

  • Leadership & Team Development
  • Customer Retention & Satisfaction
  • Remote Team Management
  • KPI Analysis & Optimization
  • Conflict Resolution & Escalation Management
  • Training Development & Coaching
  • Workflow Process Improvement
  • CRM Systems: Salesforce, Zendesk, Microsoft Dynamics

Certification

  • Certified Customer Service Professional (CCSP)
  • Remote Work Professional Certificate
  • Leadership & Team Management Certification

Accomplishments

  • Increased team efficiency by27% through process optimization and training programs.

Timeline

Inbound Sales Supervisor

Spectrum
03.2023 - 04.2024

Connected Home Team Lead

Asurion
10.2020 - 03.2023

Recruiter

Marathon Staffing
04.2016 - 10.2020

Assistant Manager

Advance America
02.2013 - 04.2016

Business Administration

Greenville Technical College

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Thomisha Mays