Charlotte Thomas
Hulen,KY
Summary
Dynamic and performance-driven business professional with high integrity, strong work ethic and great leadership skills. Meticulous and resourceful Business Manager with proven success leading productive teams, controlling budgets, networking to drive growth initiatives and marketing to maximize brand outreach.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
GDIT
Barbourville, KY
09.2019 - Current
- Assess customer account information to determine current issues and potential solutions.
- Support operational improvements and resolution of problems to deliver top-notch customer service.
- De-escalate problematic customer concerns, maintaining calm, friendly demeanor.
- Uphold strict quality control policies and procedures during customer interactions.
- Uphold privacy and security requirements established by USCIS/Homeland Security regulatory agencies.
- Ask probing questions to determine service needs and accurately input information into electronic systems.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintain strong call control and quickly work through scripts to address problems.
- Meet or exceed call speed, accuracy and volume benchmarks on consistent basis.
- Handle client inquiries with exceptional professionalism and enthusiasm.
- Display strong telephone etiquette, and effectively handle difficult calls.
- Answered inbound calls, chats and webforms to facilitate customer service.
Apartment Manager
Anna Lee Apartments
Harlan, KY
07.2019 - 08.2019
- Maintained building's accounts by collecting rent and utility payments.
- Attracted quality tenants and screened with standard checks to verify suitability for available apartments.
- Implemented processes to provide residents benefits of clean, safe and well-maintained community.
- Managed all day-to-day activities involving tenants, subcontractors and property management.
- Compiled and conveyed all operational and financial data to regional manager.
- Answered calls and responded to inquiries from various parties, using strong active listening and open-ended questioning skills to resolve problems.
- Collected and maintained careful records of rental payments.
- Inspected grounds, facilities and equipment to determine repair and maintenance needs.
- Negotiated with outside contractors to obtain reasonable fees for lawn and mulch work.
Assistant Manager
Sagebrush Steakhouse
Middlesboro, KY
01.2019 - 07.2019
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Drove operational efficiency, building customer rapport to foster loyalty and increase sales.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Delegated daily tasks to team members to optimize group productivity.
- Supported sales management initiatives to optimize business development.
- Conducted job interviews, led employee performance evaluations and rewarded top performers to attract and retain quality personnel.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Organized schedules, workflows and shift coverage to meet expected business demands.
General Manager
Tacala - Taco Bell
London, Kentucky
07.2012 - 07.2018
- Surpassed revenue goals in last four consecutive quarters.
- Managed team of 4 Junior Managers and 18 employees.
- Promoted dynamic, positive and memorable guest experiences.
- Scheduled and directed staff in daily work assignments to maximize productivity.
- Motivated staff through acknowledgment of hard work, achievements and instilling accountability while leading by example.
- Performed accurate weekly inventories of food and drinks.
- Optimized profits by controlling food, beverage and labor costs by establishing portion control and quality standards.
- Upheld restaurant standards for food and beverage quality, team member engagement, financial goals, standard operating procedures and guest experiences.
- Managed busy and highly popular restaurant with professional, well-trained staff.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Optimized profits by controlling food, beverage and labor costs daily.
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Counseled and disciplined staff to address issues promptly and provide constructive feedback.
Loan Officer
COAP Inc
Harlan, KY
08.1999 - 10.2011
- Developed marketing objectives and advertising strategies that were utilized in promotional efforts.
- Created and implemented highly effective and individualized solutions for clients.
- Collaborated with support personnel to affect satisfactory and timely solutions to diverse issues.
- Communicated with the Chief Executive Officer to ensure that the non-profit housing organization was meeting daily and monthly forecasts.
- Promoted dynamic, positive and memorable guest experiences.
- Collaborated with funding sources to maximize available funds.
- Monitored loan status and communicated updates with customers.
- Guided clients through loan application initiation and filing.
- Negotiated loan terms and conditions with customers.
- Assessed financial data, including assets, income and debts to determine client financial standing and liability risk.
- Gathered information such as borrower credit reports and other information to pre-qualify clients and offer pricing information.
- Met with borrowers to discuss needs and promoted financial products and services.
- Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
- Adhered to all federal and state compliance guidelines relative to retail mortgage lending.
- Researched insurance information and flood certificates.
- Performed daily maintenance of loan applicant database.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Met with applicants to obtain information for loan applications and answer questions about processes.
Housing Counselor
Americorps
Louisville, Kentucky
08.1997 - 08.1999
- Developed and deepened relationships to form lasting and loyal partnerships.
- Generated reports detailing project information and predictions.
- Created and implemented highly effective and individualized solutions for clients.
- Collaborated with support personnel to affect satisfactory and timely solutions to diverse issues.
- Promoted dynamic, positive and memorable guest experiences.
- Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
- Performed daily maintenance of loan applicant database.
- Researched insurance information and flood certificates.
- Adhered to all federal and state compliance guidelines relative to retail mortgage lending.
- Met with applicants to obtain information for loan applications and answer questions about processes.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Prioritized and organized tasks to efficiently accomplish service goals.
Education
Business
Southeast Community College
Cumberland, KentuckySkills
- Training and development
- File/records maintenance
- Results-oriented
- Computer proficient
- Reports generation and analysis
- Client-focused
- Operations management
- Client relations
- Skilled negotiator
- Networking abilities
- Communication skills
- Calm under pressure
Affiliations
Received Keys to Kera Award for Community Service
Received Kentucky Colonial Award for Community Service
Achieved Dean's List for academic excellence
Timeline
Customer Service Representative
GDIT
09.2019 - Current
Apartment Manager
Anna Lee Apartments
07.2019 - 08.2019
Assistant Manager
Sagebrush Steakhouse
01.2019 - 07.2019
General Manager
Tacala - Taco Bell
07.2012 - 07.2018
Loan Officer
COAP Inc
08.1999 - 10.2011
Housing Counselor
Americorps
08.1997 - 08.1999
Business
Southeast Community College
Similar Profiles
Jerry KellyJerry Kelly
Customer Service Representative at GdITCustomer Service Representative at GdIT
Ramiro MendozaRamiro Mendoza
I.T Enterprise Service Desk at GDITI.T Enterprise Service Desk at GDIT
Chance HalvorsonChance Halvorson
Construction Surveillance Technician (Internship) at GDITConstruction Surveillance Technician (Internship) at GDIT