Celia Thomas
@celiathomas
I lead customer experience operations, client success teams, and data-driven transformation initiatives.
United StatesWhat I'm looking for
I've led client success and contact center operations at Aucera/ResultsCX, building high-performing teams, strengthening strategic partnerships, and improving client satisfaction and retention through data-driven onboarding and feedback initiatives.
Now, as a CX Consultant with CHCG Consulting Group, I assess customer journeys and operational capabilities, develop transformation roadmaps, and establish KPIs to improve efficiency, satisfaction, retention, and customer effort.
Experience
Work history, roles, and key accomplishments
CX Consultant
CHCG Consulting Group
Dec 2025 - Present (9 months)
Lead CX assessments and identify customer journey and operational improvement opportunities. Evaluate People, Process, Technology, QA, Training, and WFM capabilities.
Director of Client Success
Aucera/ResultsCX
Apr 2023 - Nov 2025 (2 years 7 months)
Fostered a client-centric culture across the organization, improving team engagement and elevating client satisfaction results. Built and led high-performing client success teams, driving alignment with business goals and strengthening strategic partnerships.
Director of Contact Center Operations
Aucera/ResultsCX
Jul 2021 - Apr 2023 (1 year 9 months)
Oversaw all aspects of site operations, ensuring efficient daily performance, workforce alignment, and delivery of superior client experiences. Managed P&L-impacting decisions and resource allocation to support operational goals and maximize profitability.
Education
Degrees, certifications, and relevant coursework
Florida Institute of Technology
Green Belt Certification, Lean Six Sigma
Completed Lean Six Sigma Green Belt certification from Florida Tech in 2020.
College of Central Florida
Bachelor of Applied Science, Business Management
Earned a Bachelor of Applied Science in Business Management from the College of Central Florida in 2018.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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