Curtis Thomas III

Experience

• 

  Pitango Gelato

  Jan 2012 - May 2018

  Coffee Manager/ Barista Trainer

  Developed and delivered training programs on company policies and service procedures,ensuring effective onboarding and consistent customer experiences.• Developed and delivered training programs on company policies and service procedures,ensuring effective onboarding and consistent customer experiences.• Managed day-to-day operations, including staff scheduling, coaching, and performanceevaluations, resulting in a motivated team and improved operational productivity.• Cultivated strong partnerships with suppliers by maintaining clear communication and qualitycontrol, ensuring timely delivery of high-grade resources and supporting product excellence.• Created and updated SOPs to standardize service delivery and maintain high-quality beverages,reinforcing brand consistency and optimizing customer satisfaction.• Conducted regular inventory assessments, identifying improvement opportunities andimplementing waste-reduction strategies, ultimately optimizing stock levels and costmanagement.• Resolved escalations promptly and professionally, boosting customer loyalty and upholdingservice standards through effective communication and proactive problem-solving.• Coordinated special events (e.g., coffee tastings, workshops, community outreach) to enhancebrand visibility and foster long-term engagement with the local audience. Show less

• 

  Apple

  Jan 2021 - now

  Own a portfolio of 200 enterprise accounts, focusing on full lifecycle management andtechnology adoption strategies.• Provide strategic IT infrastructure guidance by tailoring Apple technology to named accounts,reducing deployment times and support tickets, and ultimately enhancing operational efficiency.• Surpassed quarterly targets by 35%, generating $1M in Q3 2024 and ranking as the topperformer on a 10-person team.• Drove a 20% increase in renewals and a 10% drop in churn by conducting Quarterly BusinessReviews, proactively identifying at-risk accounts, and collaborating with cross-functional teams.• Elevated average customer spend by 35% through personalized engagement strategies,exclusive promotions, and ongoing check-ins.• Lead and mentor a cross-functional team of junior account managers, establishing performancemetrics that boost both sales revenue and customer satisfaction by 15%.• Develop sales enablement content to address team knowledge gaps in B2B best practices,improving overall customer success outcomes and internal process consistency.• Spearheaded weekly, monthly, and quarterly cross-functional training sessions for sales, support,and leadership teams, enhancing product knowledge, streamlining best practices, and drivingalignment across departments.• Implement targeted cross-selling and proactive engagement strategies, driving a 35% year-over-year increase in average customer spend.• Excel in data-driven account planning by leveraging GBI reporting software to enhanceforecasting accuracy and strengthen sales projections. Show less Managed and converted a portfolio of 300+ mid-market accounts, introducing Apple solutionsand services through tailored proposals that improved business outcomes and account growth.• Supported diverse public and private sector clients, including federal/state/local governments,nonprofits, NGOs, embassies, and government contractors, adapting solutions to meet uniquerequirements.• Optimized the customer experience by championing e-commerce procurement portals, enablingzero-touch device deployment and streamlined reordering for key accounts.• Forged strategic partnerships with Apple’s third-party vendors (e.g., Apple Financial Services,Jamf, Mosyle) to provide holistic B2B solutions that aligned with customers’ financial andtechnical needs.• Cultivated a strong customer success culture by collaborating with Apple Business teams, retailpartners, and solutions engineers to ensure smooth onboarding, increased usage, and long-termretention.• Delivered interactive workshops and product briefings that boosted qualified leads by 40% andoverall engagement by 25%, driving significant adoption of Apple solutions.• Leveraged MDM and Apple Business Manager tools to streamline device rollouts, maximizingoperational efficiency and enhancing customer loyalty.• Managed tax compliance for exempt education, government, embassy, and nonprofit clients;created instructional content to ensure consistent, accurate tax-exempt sales across the team. Show less Excelled in a high-traffic consumer environment by delivering solution-focused service, fosteringstrong customer relationships, and increasing brand loyalty.• Led a team of sales representatives, consistently exceeding sales targets in AppleCareattachments and Business Engagement for two consecutive years through ongoing training andcoaching.• Demonstrated exceptional customer-centricity by translating complex product features into clear,tailored recommendations, resulting in surpassing monthly sales goals and driving store-widesuccess.• Increased SMB adoption of Apple devices and services by simplifying technical concepts andaligning solutions to each client’s needs, boosting user satisfaction and usage rates.• Coordinated with major carriers (Verizon, AT&T, T-Mobile, Sprint) to seamlessly activate devicesand rapidly resolve escalations, ensuring a frictionless customer experience from purchase tosetup.• Collaborated with leadership to devise and implement store-wide strategies, promoting a whole-store mindset and enhancing cross-team synergy for improved overall performance.• Provided hands-on technical support by diagnosing and resolving issues with iOS and macOSdevices and accompanying software, enabling efficient problem-solving and reinforcingcustomer trust. Show less Drove end-user satisfaction by conducting in-depth testing of Spatial Audio features across iOS,iPadOS, macOS, and AppleTV, identifying over 30 bugs that improved overall performance andsecurity by 25%.• Collaborated cross-functionally with software developers and product managers to createcomprehensive test plans, ensuring features aligned with both technical requirements and userexperience standards.• Optimized validation efficiency by 15% through a machine learning project, designing andtraining data models that automated repetitive test procedures, resulting in faster releases andenhanced product stability.• Streamlined communication by presenting findings and root-cause analyses to seniormanagement and engineering teams, expediting bug resolution and reducing productionbottlenecks.• Improved Bluetooth connectivity and functionality for Spatial Audio through data collection andanalysis, enabling a smoother onboarding experience for end users and bolstering user loyalty.• Elevated product quality through consistent user-focused testing, aligning technical solutionswith real-world usage scenarios and proactively mitigating potential adoption barriers. 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  • Business Pro | Senior B2B Account Manager

    Apr 2024 - now

  • Business Expert | B2B Account Manager

    Aug 2023 - Apr 2024

  • Business Expert Experience

    Mar 2023 - Aug 2023

  • Specialist

    Apr 2019 - Mar 2023

  • Software QA Engineer Experience

    Jan 2021 - Aug 2021
• 

  Simple Technology Solutions

  Mar 2021 - Dec 2021

  Cloud Engineer Apprentice

  Strengthened client outcomes by contributing to a U.S. Navy machine learning program thatimproved aircraft carrier rust detection accuracy by 30%, showcasing advanced analyticalreasoning and data-driven problem-solving.• Built foundational AWS proficiency (EC2, S3, RDS, Lambda, CloudFormation) and Azure nativeservices, enabling secure cloud deployments, robust networking configurations, and Python-driven automation for diverse client environments.• Maintained strict security protocols (IAM, security groups, encryption) to uphold confidentialityand meet NIST, ISO, and other industry compliance standards, ensuring client trust andadherence to regulatory requirements.• Configured and maintained internal cloud environments for program teams, streamliningfunctionality and enforcing best practices for high availability and data integrity.• Installed and optimized Linux and Windows servers, maximizing uptime and ensuring peakperformance across critical client applications.• Conducted thorough security assessments of information systems, proactively identifyingvulnerabilities and delivering actionable recommendations to bolster organizational resilience.• Developed policies and procedures aligned with industry regulations, enabling seamlessadoption of cloud best practices and reinforcing client success through reliable, compliantinfrastructure. Show less