Michael Thomas
About Michael Thomas
Michael Thomas serves as the Director of Customer Support Coordination at FORTNA, where he leads a team dedicated to improving customer experience. He has extensive experience in client operations and support roles across various organizations, including teaching and coaching positions.
Current Role at Fortna
Michael Thomas currently serves as the Director of Customer Support Coordination at Fortna. He has held this position since 2023 and is responsible for overseeing customer support operations. His role includes leading a team that focuses on enhancing customer experience through effective coordination and prompt case management. He collaborates with the Project Management Office and LPS to ensure a seamless handover of new customer projects to the Technical Support team.
Previous Experience at Fortna
Michael Thomas has extensive experience at Fortna, having worked in various roles since 2019. He started as a Client Support Specialist for two years before transitioning to Manager of Client Operations from 2021 to 2023. In 2023, he also served as Director of Client Operations for a period of 10 months. His tenure at Fortna has involved overseeing root cause analysis processes to improve support effectiveness and reduce operational downtime.
Career Background
Before joining Fortna, Michael Thomas worked at Carter's | OshKosh B'gosh as a Fulfillment Business Process Technician from 2015 to 2018 and as an Analyst in Fulfillment Business Process from 2018 to 2019. He also has experience in education, having served as a Teacher at Gwinnett County Public Schools from 2005 to 2014 and as an Assistant Professor of Education at Truett McConnell University from 2014 to 2015. Additionally, he was the Head Coach for Women's Lacrosse at Truett McConnell University during the same period.
Educational Qualifications
Michael Thomas holds a Bachelor of Business Administration (B.B.A.) in Accounting from the University of North Georgia, where he studied from 1996 to 1998. He also earned a Master of Arts (M.A.) in Business Teacher Education from The University of Georgia, completing his studies from 2004 to 2006. Earlier, he obtained an Associate's Degree in Political Science and Government from Truett McConnell University, where he studied from 1994 to 1996.
Skills and Expertise
Michael Thomas possesses a strong skill set in customer support coordination and operations management. His expertise includes leading teams to enhance customer experience and conducting root cause analysis to improve operational efficiency. His background in education and coaching also contributes to his leadership abilities and team management skills.