AARON V. THACKER
Louisville,KY
Summary
Seasoned leader from Heartland/Global Payment Systems, adept in technical troubleshooting and fostering team collaboration. Spearheaded the creation of high-performance teams, achieving over a 95% customer satisfaction rating. Recognized for excellence with multiple awards, demonstrating exceptional leadership and relationship-building skills.
Overview
31
31
years of professional experience
Work History
US and PC Tech, Worldwide Voice Authorization Senior Manager
Heartland/Global Payment Systems
11.2019 - Current
- In my current role I was tasked to build a new internal team at Global's Service center to support 3 new teams
- We support US Tech and PC
- Canada Tech, UK and Asia Specific Voice Auth
- I have built the teams and procedures from scratch
- We enjoy over a 95% Customer Service satisfaction rating and do constant training as a team to grow and learn
- I enjoy building and leading high performance teams
- I was on the Leadership team that built and implemented the Customer Service philosophy and service standards at Global Payments Systems
- We also developed the KPI's for all support staff and conducted multiple meetings to get buy in and inspire our teams to a customer service attitude
- My teams and myself also handled the Medallia surveys for our contact center
- My team and myself were tasked to handle all our Customer Service center Medallia surveys
- 2018 completed John Maxwell Leadership Training
- 2018+2019 Circle of Excellence Winner
- 2019 Commitment and Accountability Award Program
Customer Service Supervisor
Heartland/Global Payment Systems
01.2008 - 01.2018
- I handle a multitude of responsibilities such as Payroll, Customer Advocate (CA) training, one on ones and employee reviews
- My daily tasks include focusing on watching the queue to make sure all CA’s are answering each call in a timely fashion, look for issues within the team as well as helping every CA with difficult calls and guiding them through to a resolution
- I handled escalations daily and always focus on a quick turnaround time with a resolution that both follows Heartlands protocol but gives the merchant the best possible solution
- I was awarded the Heartland Trailblazer award in 2012 and 2016 and the Supervisor most VBR’s (Value Based Recognitions) in December 2015
- I have been a coordinator and implementation person for Bremer Bank and Washington Federal Bank conversations and boarding with my team handling 400 locations
- I also conduct interviews for my department, monthly supervisor schedules and Medallia Surveys for the Service Center
- I work with a group of leaders to help develop the culture and philosophy for the Service Center
- I am involved in training new hires, advisors and new supervisors
- 2012-2015 Trailblazer Award Recipient
- 13 time leadership VBR (Value Based Recognition) winner
- 2018 Commitment and Accountability Award Program
Certified Personal Trainer (NFPT and ISSA)
Self Employed
Louisville, USA
02.2006 - 01.2014
- I was responsible for every aspect of training new and existing clients from developing a personalized workout program to advanced nutrition and supplementation
- I made all schedules and did in home training as well as training in gyms such as Urban Active Fitness and Ideal Fitness
- I helped clients make attainable goals in certain time frames and then to motivate them to continue to achieve their goals
- I am certified through the NFPT (National Federation of Personal Trainers)
Security Manager
Main Street Lounge/ Wet Willys
Louisville, USA
06.2003 - 01.2008
- I performed ID checks on patrons and maintained security and order within the establishment
- I handled all the door cash and kept patrons safe
- Placed security team in correct spots each night and trained them
Store Manager
GNC
Louisville, USA
07.2001 - 06.2003
- Responsible for sales, inventory, employee management and scheduling for GNC stores located in Louisville
- Worked with patrons on reaching attainable goals through diet and nutrition daily
- I also set up employee scheduling and training as well pushing my team to reaching and exceeding all sales goals established by corporate office
- My store was #3 out of 24 stores in the region
- I was in a strip mall and sales were only behind Green Tree and St Matthews mall
General Manager
Buckhead’s Mountain Grill
Louisville, USA
01.1999 - 07.2001
- Responsible for all aspects of kitchen functions including food quality, food and labor costs, and promoting a positive attitude and work ethic of kitchen employees
- I was able to improve kitchen operations and profitability through my positive attitude, hard work, ability to learn quickly, and ability to properly recruit and train employees
Kitchen Manager
Texas Roadhouse Restaurant
Clarksville, USA
11.1993 - 08.1994
- Promoted to Kitchen Manager in August 1998
- Responsible for all aspects of kitchen functions including food quality, food and labor costs, and promoting a positive attitude and work ethic of kitchen employees
- Back of House Coordinator from February 1998 until July 1998
- Line Cook from February 1995 until February 1998
- I was placed on the corporate training team due to my positive attitude, hard work, ability to learn quickly, and ability to train others
- Assisted in opening and training new employees at restaurants opened in Cincinnati, Ohio and Sarasota, Florida
- I have experience in front of the house managing a service team and also host/hostesses and bussers
- I have in-depth knowledge of all restaurant functions and operations from being involved in multiple restaurant chains
Education
Associates Degree - Business Science
Ivy Tech
01.2019
Skills
- Technical troubleshooting
- Relationship building
- Project assistance
- Analytical thinking
- Team collaboration
- Problem-solving
- Critical thinking
- Customer service
- Leadership
- Multi Department Operations
- Public Speaking
References
- Fred Pizzonia, 502-593-7107, Owner of Hauck’s Corner, Rockford Auto and Collision
- Dustin Fejfar, 502-819-9979, Vice President Global Payment Systems
- Terra Devarenne, 502-297-1147, Director Global Payments
- Mike Sealer, 502-836-4203, Area Manager Arrow Electric and brother at Knights of Columbus
Personal
Working with others, Building and maintaining high performing teams, Self-improvement through knowledge and reflection, Ambassador for the Kentucky Organ Donors, Volunteer for the Knights of Columbus, Automatic Habits, Methods of Persuasion, The Coffee Bean, Excellence Wins
Affiliations
- Personally I enjoy spending my time volunteering for the Kentucky Organ Donors and Mulligan Foundation to help people find donors and a way through dialysis. i also work with the knights of Columbus. I enjoy time with friends and family while also being a fitness enthusiast. I have built a large network from my business dealings and owning a Pressure washing company, Performance Pressure Washing.
Timeline
US and PC Tech, Worldwide Voice Authorization Senior Manager
Heartland/Global Payment Systems
11.2019 - Current
Customer Service Supervisor
Heartland/Global Payment Systems
01.2008 - 01.2018
Certified Personal Trainer (NFPT and ISSA)
Self Employed
02.2006 - 01.2014
Security Manager
Main Street Lounge/ Wet Willys
06.2003 - 01.2008
Store Manager
GNC
07.2001 - 06.2003
General Manager
Buckhead’s Mountain Grill
01.1999 - 07.2001
Kitchen Manager
Texas Roadhouse Restaurant
11.1993 - 08.1994
Associates Degree - Business Science
Ivy Tech
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