Wendy M. Thomas
Louisville
Summary
I am an enthusiastic and energetic leader with 30 years of experience in improving the customer experience, developing people with proven potential and delivering on operational KPI Elements. I strive to leave a group and organization better than the way I found it. I am excited to put my years of experience and accumulation of skills to use as I seek positions of greater responsibility. My goal has always been and continues to be, to be a positive influence on those I work with, to achieve and surpass the goals set before me and help create an elite customer experience.
Overview
2026
2026
years of professional experience
Work History
Sales & Training Manager
Bill Collins Ford & Lincoln
11.2024 - Current
- Created opportunities for mentorship between experienced sales professionals and newer hires, promoting knowledge sharing within the team.
- Streamlined onboarding processes for new sales representatives, ensuring faster integration into the team.
- Evaluated trainee performance to provide individual coaching, tools and constructive feedback.
- Assessed and analyzed sales team performance to determine areas of weakness and areas of strength.
- Improved overall sales results by providing ongoing coaching and feedback to individual team members.
- Provided one-on-one coaching sessions tailored towards addressing specific areas needing development in individual employees.
- Achieved and exceeded monthly sales goals for Lincolns.
- Stayed current on industry trends and best practices to continually enhance the quality of sales training offerings.
Finance Manager
Bill Collins Ford & Lincon
03.2024 - Current
- Reviewed documentation and identified financial discrepancies where applicable.
- Streamlined month-end close process, reducing time spent on manual tasks and improving data accuracy.
- Ensured compliance with local, state, federal tax regulations; timely filing of all required documents, mitigating potential penalties or fines.
- Worked with financial institutions to ensure proper documents were provided and loans were funded in 24 hours.
- Sold aftermarket products based on the needs of the customer.
PCA and Retail Operations Manager
UPS Global Business Service
- Manages a group of approximately 600 people made up of customer service agents, coaches and supervisors
- Responsible for ups sites as well as vendor partner locations across the globe
- Maintains effective relationships with global partners to reach KPI goals and other quality elements
- Accountable for reporting monthly and quarterly results to key stakeholders as well as developing new ways to streamline the work and achieve the goals while showing a cost savings
- Participate in business planning along with reporting financials and explanations each month as well as plans for improvement where needed
ISRG Operations Manager
UPS Global Business Services
08.2017 - 09.2023
- Manages a staff of approximately 100 administrative people, coaches and supervisors with a goal of resolving international package issues within the fewest days possible, to protect the customer experience
- Maintains strong relationships with partners across the globe to ensure open communication leads to a delivered package and a win for the customer
- Streamlined process so large volume customers have a one-to-one relationship with their ISRG associate
- Work closely with the Process Team to aid in the development and successful implementation of global processes that provide consistency for our customers
- Leads and delivers continuous improvements and efficiencies that provides savings for the organization, an improved experience for the customer, and improved work methods for our people
Finance & Accounting Supervisor
UPS Global Business Services
01.2014 - 08.2017
- Led groups in F&A that were responsible for the accurate billing and collecting of international invoices
- Responsible for the collection of all UPS Store Accounts
- Successful results in key KPI metrics such as: days to invoice and number of days to collect
- Enhanced relationship skills by cross-training groups within accounting providing increased breadth of perspective
Finance & Accounting Supervisor
UPS Global Business Services
01.2009 - 12.2013
- Successfully managed a group of 36 that assisted customers with billing inquiries, disputes, custom rerates and other types of questions that prevented the customer from paying
- Drastically improved the Service level from the low 70%'s to the high 90's and reduced the Abandoned Call Rate from 14.0% to 2.0%-3.0% in a two-year period
Education
Bachelor's of Science - Organizational Communication
McKendree University
Louisville, Ky01.2003
Skills
- Transformational Leader
- Customer Experience Expert
- Strong Relationship Skills
- Ability to develop and manage within budget
- Executing a 'better than I found it' mentality
- Natural problem solver
- Deliver Operational Results
- MS Office Products
- Outlook
- Salesforce
- Verint
- CMS
- Avaya
Hobbies and Interests
- Volunteer through fostering, transporting and fundraising for KY Hopeful Paws and MisPits and Friends Dog Rescue.
- Volunteer in the Babe Ruth Softball Organization.
- Former Assistant Varsity Softball Coach.
Career Achievements
- Reduced abandon call percentage from 14% to 2.0%-3.0% and increased service level from the mid 70's to the high 90's.
- Led teams in Finance and Accounting that produced desired results in billing timely, reducing DSO, resolving issues, and collecting payments.
- Part of a F&A team that included travelling to Guatemala to establish procedures for Latin America billing contributing to a successful transition of work.
- Developed several successful operational enhancements to accommodate exceptionally high volume since 2020 in an understaffed environment.
Timeline
Sales & Training Manager
Bill Collins Ford & Lincoln
11.2024 - Current
Finance Manager
Bill Collins Ford & Lincon
03.2024 - Current
ISRG Operations Manager
UPS Global Business Services
08.2017 - 09.2023
Finance & Accounting Supervisor
UPS Global Business Services
01.2014 - 08.2017
Finance & Accounting Supervisor
UPS Global Business Services
01.2009 - 12.2013
PCA and Retail Operations Manager
UPS Global Business Service
Bachelor's of Science - Organizational Communication
McKendree University
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