Thomas Milam

Account & Relationship Management: Independently manage a statewide portfolio of partner accounts for a mobile programming initiative, handling the full lifecycle from initial inquiry through scheduling, agreements, delivery, and ongoing relationship stewardship, entirely via email, Zoom, and digital channels. Escalation Resolution: Resolve high-touch, sensitive escalations (disputed terms, last-minute changes, unmet requirements), applying sound judgment to reach solutions that preserve the relationship. Data-Informed Decision-Making: Use AI and data-analysis tools to synthesize qualitative feedback, filter large datasets for targeting, and solve allocation problems that inform program and outreach strategy. Budget & Compliance Tracking: Manage fund allocation and compliance across dozens of accounts with distinct eligibility rules, allocating $36K+ in restricted grant funds while staying within strict budget limits. Cross-Functional Coordination: Partner across Marketing, Development, and Program teams to streamline communication, resolve bottlenecks, and represent partner needs internally. CRM & Reporting Systems: Build and maintain CRM and cross-departmental tracking systems supporting 43+ independently managed accounts in the past year.

Remote Support Operations: Authored SOPs for B2B client support and led team transition to a fully remote support model, coordinating via Zoom in a fast-paced, high-volume environment.

High-Volume Customer Service: Resolved high-volume customer interactions and de-escalated sensitive situations in a fast-paced environment serving a large, diverse customer base.