Customer Care Operations Manager
Resume:
FAITH N. THOMAS
OPERATIONS MANAGER/BUSINESS ANALYST
PROFILE SUMMARY
Over 15 years of operational management, loss mitigation, training facilitation and process improvement experience; resulting in the reduction of service errors and company losses. Proficient use of Microsoft Office, Google Suites, and Artificial Intelligence software.
EXPERIENCE
CUSTOMER CARE MANAGER, ALPHABEST EDUCATION
(11/2022-01/2025)
As the Customer Care Manager, responsibilities include overseeing daily customer service operations, supporting 30,000+ families enrolled in AlphaBEST Education programs nationwide, and leading a multi-state team of customer care agents, ensuring efficient call handling, high- quality service, and adherence to company policies.
OPERATIONS ANALYST, KRISPY KREME DONUT CORPORATION
(05/2019-12/2019)
Fulfilled an 8-month contract in Operations to assist with new location project management, e-Commerce, labor
efficiencies, and retail operations.
OPERATIONS MANAGER/ANALYST, BANK OF AMERICA
(02/1997-10/2018)
With 20 years of progressive experience at Bank of America, leadership roles in operations, project management, and business analysis, risk mitigation, and strategic growth are roles that required expertise inclusive of managing large-scale initiatives, optimizing processes, and delivering data-driven insights to mid-level and executive leadership
ACHEIVEMENTS
Streamlined claims process and renegotiating contract terms impacting $15M - $22M annually; Successfully managed several projects involving product acquisitions; Increase team performance by 40-60% encouraging client retention and satisfaction.
C O N T A C T
*****.*.********@*****.***
www.linkedin.com/in/faith-thomas-35759a232
Winston-Salem, NC
E D U C A T I O N
NC A&T STATE UNIVERSITY
Bachelors
2000 Cum Laude
SKILLS
Team Management
Business Analysis
Project Management
Process Design
Data Entry
Data Mining
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