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# Liz Thomas

**Headline:** Professional profile
**Location:** &lt;UNKNOWN&gt;, &lt;UNKNOWN&gt;, &lt;UNKNOWN&gt;

## About

Liz Thomas is a customer service and call center operations leader who most recently managed a 13\-person team of technicians and customer service agents\. Liz is strongest at coaching teams to improve customer outcomes and revenue while preserving agent ownership of each interaction\. She supports agents on challenging calls without taking over, helping them build confidence, product knowledge, and the judgment to handle future conversations independently\. Liz also coaches customer\-first upselling, with an emphasis on explaining product protection and warranty value in terms of customer peace of mind\. Through this approach, Liz achieved approximately 35% improvement in warranty attachment and revenue\. Her operations experience includes order management, installation scheduling, and product consultation\. Liz is open to both remote and on\-site work arrangements\.

## Highlights

- Most recently managed a team of 13 technicians and customer service agents\.
- Achieved approximately 35% improvement in warranty attachment and revenue through coaching\.
- Coached teams on customer\-first upselling by emphasizing product protection and warranty value\.
- Supported agents on challenging calls while maintaining their ownership of customer interactions\.
- Coached struggling agents by building confidence and product knowledge while balancing support with autonomy\.
- Experienced in call center operations, including order management, installation scheduling, and product consultation\.

## FAQ

### What does Liz do?

Liz most recently managed a team of 13 people, including technicians and customer service agents\.

### What is Liz strongest at?

Liz’s strengths include coaching customer service agents, supporting difficult calls while maintaining agent ownership, building sales confidence and product knowledge, and leading customer\-first upselling conversations\.

### What measurable results has Liz achieved?

Liz achieved approximately 35% improvement in warranty attachment and revenue through effective coaching and customer\-first upselling\.

### How does Liz approach warranty sales and upselling?

Liz coaches teams to present warranties and product protection through their value to customers, including the peace of mind that protection can provide\.

### How does Liz support agents on difficult calls?

Liz steps in to support agents on challenging calls without taking control away from them\. Her approach is designed to help agents resolve the immediate situation while retaining ownership and building capability for future calls\.

### How does Liz coach struggling agents?

Liz coaches struggling or nervous agents by strengthening their confidence and product knowledge while balancing hands\-on support with autonomy\.

### What call center operations experience does Liz have?

Liz has call center operations experience in order management, scheduling installations, and product consultation\.

### What work arrangements is Liz open to?

Liz is open to both remote and on\-site work arrangements\.

## Links

- LinkedIn: https://www\.linkedin\.com/in/liz\-thomas\-8b9253a5

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