Summary
Overview
Work History
Education
Skills
Timeline
Generic

Demetrius Thomas

Las Vegas,NV

Summary

Seasoned Customer Service Agent with over 15 years of customer service, sales, digital (SEO, Digital Marketing), and management experience. With a growth mindset and a natural leader experienced in team development, coaching and efficiency. Fantastic interpersonal skills, works well with others, all while being a self starter. A rich history in all, while being deeply rooted with an owner's mentality.

Overview

17
17
years of professional experience

Work History

Elite Concierge /Lead Tutor/Manager

Fullstaq Marketer / Inspirean
01.2023 - 03.2025
  • Tutored entrepreneurial customers to open their own affiliate marketing business.
  • Guided customers thru training and facilitation in a online, virtual workspace.
  • Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
  • Addressed customer inquiries with timely and professional responses via phone and email.
  • Improved overall guest satisfaction by consistently exceeding expectations.

Elite Concierge

Fullstaq Marketer
05.2022 - 11.2024
  • Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
  • Provided exceptional customer service to diverse clientele.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
  • Trained new concierge staff, ensuring consistent high level of service across team.

CRM

Progressive Insurance
10.2021 - 05.2022
  • Extreme customer service
  • Sales and products deliverability
  • Problem solving and solution oriented
  • Multi system navigation
  • Handle business situations with an owners mentality
  • Metrics driven
  • Handle complaints, provide appropriate solutions and alternatives within appropriate timeframes with followed up, when necessary to achieve resolution.

Agent

American Income Life
08.2021 - Current
  • Compiled lists union workers and potential clients to develop and expand book of business.
  • Organize and coordinate meetings and conference calls with various individuals.
  • Advised customers about their permanent and portable products and assist customers in determining best Life products for their needs.
  • Maintain book of business, and categorize as such: Union, Personal Interest and Referrals, etc

Service Manager

Convene
05.2018 - 08.2020
  • Awarded: Manager of the Year 2019!
  • Exceeded in maintaining COGS, labor, and budget costs
  • Ordering and Invoicing
  • Scheduling
  • Established inter-departmental Training
  • Surpassed opening year budget

Service Supervisor

Convene
02.2018 - 05.2018
  • Facilitated great client expectations
  • Effective liaison for 25 - 400 guests
  • Managed work flow to exceed quality service goals
  • Accurate reporting/submissions of invoices and coding
  • Managed 20-40internal and external service team members

General Manager

AR Cucina
02.2017 - 06.2017
  • Carefully interviewed, selected, trained and supervised staff of 25
  • Led and directed team members on effective methods, operations and procedures
  • Carefully managed all PNL adjustments and concerns
  • Carefully interviewed, selected, trained and supervised staff
  • Effectively drive service and food knowledge with pre-shifts and floor presence during service

Server

AR Cucina
10.2016 - 02.2017
  • Italian wine knowledge
  • Guided guests through menus while demonstrating thorough knowledge of food and beverages
  • Developed positive working relationships with 6 managers to exceed business goals
  • Increased revenue 8.5% with implementation of late night happy hour

General Manager

Pitfire Artisan Pizza
10.2013 - 09.2016
  • Managed 3.5 million in annual revenue
  • Managed team of 40
  • Costed and implementation of wine program
  • Skillfully trained and opened of several new locations

Assistant General Manager

Pitfire Artisan Pizza
12.2012 - 10.2013
  • Assisted the general manager with training, beverage ordering and staff support
  • Managed restaurant with owner's mentality
  • Created company wide training program for newest floor managers (TSA)
  • Opening, closing and PNL procedural adherence
  • Closed 8-10% over budgeted quarters

Co-owner/manager

Icarvs Property Management
02.2008 - 01.2012
  • Marketed and sold property for clients by hosting open houses and advertising online and in print
  • Developed and maintained list of properties suited to different needs and budgets
  • Maintained original leases and renewals for clients
  • Maintained bank accounts and monies relevant to clients properties

Education

High School Diploma -

University of New York
Buffalo, NY

Skills

  • Digital Marketing
  • Staff management
  • Proven training compatibility
  • Campaign management
  • Natural leader - Entrepreneurial
  • Budgeting - Projection - Sales
  • CRM software proficiency
  • Cross-selling tactics

Timeline

Elite Concierge /Lead Tutor/Manager

Fullstaq Marketer / Inspirean
01.2023 - 03.2025

Elite Concierge

Fullstaq Marketer
05.2022 - 11.2024

CRM

Progressive Insurance
10.2021 - 05.2022

Agent

American Income Life
08.2021 - Current

Service Manager

Convene
05.2018 - 08.2020

Service Supervisor

Convene
02.2018 - 05.2018

General Manager

AR Cucina
02.2017 - 06.2017

Server

AR Cucina
10.2016 - 02.2017

General Manager

Pitfire Artisan Pizza
10.2013 - 09.2016

Assistant General Manager

Pitfire Artisan Pizza
12.2012 - 10.2013

Co-owner/manager

Icarvs Property Management
02.2008 - 01.2012

High School Diploma -

University of New York

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