JT

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johnny thomason

@johnnythomason

I improve customer support quality through data analysis, coaching, and process improvements.

What I'm looking for

I'm looking to apply my quality assurance, data analysis, coaching, and process-improvement experience to improve customer support performance and technical resolution accuracy.

At Ring, I evaluate customer support interactions, analyze quality data, and identify recurring technical issues and process gaps that affect customer experience. I provide actionable feedback to agents and leadership while partnering with operations and technical teams to improve resolution accuracy.

Previously, I led and trained sales teams at ADT and coordinated end-to-end travel arrangements at PayPal. My background also includes audio engineering, music production, photography, videography, marketing, and media production.

Experience

Work history, roles, and key accomplishments

RI

Current

Senior Quality Assurance Analyst

Current

Ring

Sep 2017 - Present (9 years 1 month)

Evaluates customer support interactions, analyzes performance data, and identifies trends to reduce technical errors and improve customer experience. Monitors, reviews, and grades customer support calls to ensure compliance with quality standards.

Data Analysis Quality Assurance Customer Support Performance Evaluation Process Improvement Spreadsheets Reporting Root Cause Analysis Coaching Collaboration

AD

Team Lead and Trainer

Mar 2015 - Jul 2017 (2 years 4 months)

Led and supervised a team handling high-volume inbound and outbound sales calls for commercial security campaigns. Drove sales performance by coaching team members on communication, objection handling, and closing techniques.

Sales Team Leadership Training Coaching Performance Metrics Product Knowledge Onboarding Communication Skills Objection Handling

PA

Credit / Travel

Jan 2011 - Dec 2015 (4 years 11 months)

Served as a travel specialist for individual and business clients, managing end-to-end travel planning and coordination. Planned, budgeted, and executed complete travel arrangements, ensuring cost-effective and seamless experiences.

Travel Planning Budgeting Coordination Customer Service Cost Optimization Itinerary Development Booking Vendor Management

Education

Degrees, certifications, and relevant coursework

MC

Mesa Community College

Music Productions & Engineering

2004 - 2005

Studied music productions and engineering at Mesa Community College from 2004 to 2005.

ET

East Valley Institute of Technology

T.V. Productions and Film

2003 - 2004

Studied TV productions and film at East Valley Institute of Technology from 2003 to 2004.

CS

Chandler High School

Diploma, General

1999 - 2003

Earned a general diploma from Chandler High School from 1999 to 2003.

Tech stack

Software and tools used professionally

Salesforce

Google Docs

Shopify

Adobe Photoshop

Java

Google Workspace

Google Sheets

Microsoft Excel

Adobe Premiere Pro

Adobe After Effects

Final Cut Pro

Microsoft Word

Microsoft Outlook

Availability

Looking for a job

Location

United States

Authorized to work in

Salary expectations

45k+ USD

Job categories

QA Analyst Customer Support Analyst Training Specialist Team Lead

Skills

Quality Assurance Data Analysis Performance Evaluation Process Improvement Customer Support Technical Support Technical Troubleshooting Root Cause Analysis Data Quality Analysis Report Preparation Spreadsheet Management Excel Google Sheets Microsoft Office Microsoft Word Outlook Google Workspace Google Docs PowerPoint Salesforce Customer Relationship Management Team Leadership Training Coaching Onboarding Sales Account Management Customer Service Client Communication Project Coordination Project Leadership Event Planning Event Management Marketing Performance Marketing Paid Advertising Branding Content Management Systems Content Creation Social Media Content Creation Photography Videography Video Production Video Editing Premiere Pro After Effects Photoshop Lightroom Final Cut Pro Pro Tools Propellerheads Reason Audio Engineering Music Production Audio Recording Audio Mixing Composition Songwriting Scripting 3D Animation Closed Captioning Journalism Java Generative AI AI Shopify YouTube Instagram TikTok Facebook Organizational Skills Attention To Detail Teamwork Record keeping Administrative Experience

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