Open to opportunities

Thomas Williams

@thomaswilliams3

Message

Customer-centric onboarding specialist driving faster SaaS adoption and higher CSAT.

United States

Message

What I'm looking for

I seek a role enabling enterprise SaaS onboarding and enablement, with collaborative culture, clear SLAs, ownership of adoption metrics, and opportunities to drive process improvements and scale training.

I am a customer-centric onboarding specialist with 7+ years guiding customers through SaaS platform setup, training, go-live, and post-launch stabilization in high-volume environments.

I have managed multiple concurrent onboarding projects, met time-based milestones and SLAs, and delivered measurable outcomes such as faster adoption, higher customer satisfaction (CSAT), and reduced escalations.

As an advanced CRM user (Salesforce and proprietary systems) and trusted subject-matter expert, I translate complex features and workflows into clear, actionable guidance and deliver live walkthroughs and real-time training to accelerate adoption.

I collaborate cross-functionally with program managers, engineering, HR (PXT), and leadership, coach users on AI-enabled tools, and have led teams while driving quality and process improvements that reduced customer-impacting defects by 42%.

Experience

Work history, roles, and key accomplishments

Current

Onboarding Specialist

Current

Amazon

Oct 2017 - Present (8 years 5 months)

Led onboarding, go-live execution, and post-launch stabilization for high-volume SaaS tool deployments, improving adoption speed and reducing escalations while managing up to 135 associates.

Customer Onboarding Go Live Support Salesforce High Volume Management Change Management Process Improvement

Customer Service Supervisor

AT&T

Oct 2012 - Oct 2017 (5 years)

Supervised omnichannel customer onboarding and training, reduced repeat contacts and escalations through improved guidance and workflows, and tracked onboarding metrics in Salesforce.

Customer Onboarding Salesforce Queue Management Troubleshooting

Education

Degrees, certifications, and relevant coursework

University of Phoenix

Bachelor of Arts, Communication Studies

Completed a Bachelor's degree in Communication Studies focusing on customer communication, training, and interpersonal skills relevant to onboarding and enablement roles.