Thomas Mayfield
Manager, Customer Experience Shared Services @ Chamberlain Group | Management Information Systems
- Role
- Manager, Customer Experience Shared Services at Chamberlain Group
- Location
- Tulsa, OK, US
- LinkedIn followers
- 500 followers
About Thomas Mayfield
I’m a customer experience and digital transformation leader focused on building intelligent, scalable service ecosystems. I operate at the intersection of technology, analytics, and operations—aligning systems, automation, and knowledge strategy to create measurable business impact.My work centers on modernizing service environments through conversational AI, data-driven performance optimization, and continuous improvement. I believe great customer experience is engineered intentionally: through clear insights, structured problem-solving, and thoughtful integration of people, process, and technology.As a Lean Six Sigma Green Belt, I combine disciplined operational rigor with innovation—driving improvements that reduce customer effort, increase efficiency, and strengthen long-term scalability.
Experience
Manager, Customer Experience Shared Services
Feb 2023 — Present · Tulsa, OK, US
I lead the Shared Services function supporting Customer Care at Chamberlain Group, overseeing Workforce Management, Quality Assurance, Telephony, Salesforce Service Cloud administration, Chat & Voice Automation, and Technical Documentation.My team manages the operational and technology backbone of the contact center—aligning systems, analytics, automation, and knowledge strategy to enable scalable service delivery. I drive AI-enabled transformation initiatives, optimize digital containment, and implement data-driven performance improvements that reduce customer effort while increasing operational efficiency across voice and digital channels.
Education
Saint Gregorys University
Bachelor of Business in Science
Ashford University
Master's degree
Skills
- Microsoft Outlook
- Employee Relations
- Strategic Planning
- Leadership
- Account Management
- Microsoft Office
- Sales
- Call Center
- Operations Management
- Troubleshooting
- Coaching
- Forecasting
- Business Process Improvement
- Telecommunications
- Analysis
- Training
- Customer Satisfaction
- Customer Experience
- New Business Development
- Consulting
- Microsoft Word
- Team Leadership
- Call Centers
- Process Improvement
- Quality System
- Time Management
- Workforce Management
- Customer Service
- Public Speaking
- Social Media
- Project Management
- Powerpoint
- Microsoft Excel
- Outlook
- Software Updates
- Team Management
- Budgets
- Performance Management
- Crm
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