Summary
Overview
Work History
Education
Skills
Certification
Adjuster Licenses
Affiliations
Timeline
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Dorian Thomas

719 E. Sierra Madre Ave Azusa,CA

Summary

Dedicated and results-driven customer service professional with over 10 years of experience delivering exceptional support in high-volume, fast-paced environments. Proven ability to resolve complex customer issues while utilizing CRM systems, such as Salesforce, to maintain accurate case management and high satisfaction scores. Adept at managing large volumes of communication across multiple channels, consistently achieving performance targets through strong time management, problem-solving, and attention to detail. Known for excellent communication skills, multitasking under pressure, and working cross-functionally to enhance the customer journey. Well-prepared for a remote claims support role, with a strong foundation in empathy, accountability, and customer advocacy.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Elite Account Executive

Yelp
San Francisco, California
07.2022 - Current
  • Managed over 100 high-volume phone calls daily for small business accounts and advertising inquiries.
  • Guided customers in maximizing advertising benefits on Yelp's platform.
  • Resolved service issues, documenting cases in CRM to ensure comprehensive follow-ups.
  • Maintained exceptional service quality while independently managing workload remotely.
  • Successfully de-escalated high-stress situations, turning negative experiences into positive outcomes through active listening and problem-solving.
  • Delivered difficult or sensitive information with empathy and professionalism, maintaining trust and transparency.

Customer Service Specialist

Powerlend
Culver City, CA
11.2020 - 05.2022
  • Executed welcome calls to improve customer experience and loan performance.
  • Monitored compliance with state and federal regulations to ensure organizational adherence.
  • Documented customer concerns in CRM to identify trends and track issues effectively.
  • Collaborated with management to address escalated complaints and mitigate agency involvement.
  • Facilitated payment processing while establishing payment plans for customers.
  • Managed high-volume portfolio through inbound and outbound communications via calls, emails, and chat.
  • Collected payment and relevant information to resolve current and past due balances.

Mortgage Customer Service Agent

Amerihome Mortgage
Irvine, CA
04.2017 - 11.2020
  • Evaluated applicant eligibility for loan processing by analyzing submitted documentation.
  • Verified applicant information, including credit reports and tax certificates, for accuracy.
  • Contacted customers to resolve application issues and provide timely support.
  • Ensured compliance with application parameters to facilitate approval processes.
  • Consulted with customers to identify needs and promote additional products.
  • Resolved customer issues with knowledgeable service to enhance satisfaction.

Customer Experience Representative

AT&T Wireless Authorized Retailer
Cerritos, CA
08.2012 - 04.2017
  • Resolved customer issues to protect company reputation and enhance client loyalty.
  • Demonstrated principles of marketing strategy, product promotion, and sales techniques.
  • Led outside and inside sales teams while mentoring and training new employees.
  • Developed key customer relationships to strengthen profit opportunities and meet sales objectives.
  • Recommended solutions by addressing customer inquiries about products and services.

Customer Service Sales Representative

Los Angeles Times
Los Angeles, CA
02.2006 - 08.2012
  • Generated sales through lead prospecting, cold calling, and negotiating favorable deals.
  • Consulted with new and prospective customers to identify needs and propose solutions.
  • Expanded market opportunities by maintaining comprehensive knowledge of products and competitors.
  • Built client base while promoting products to both new and existing clients.
  • Addressed customer inquiries regarding products and services, recommending suitable solutions.
  • Maintained up-to-date knowledge of evolving product offerings to enhance existing customer sales.

Education

State Farm Property Online Certification

Alacrity Solutions
Florida
10-2023

State Farm Auto Online Certification

Alacrity Solutions
Florida
10-2023

Business Management

Long Beach City College
Long Beach, CA
02.2002

Microsoft Office Suite Computer Operating Systems

Computer Network And Training
Baldwin Park, CA

Presentation Vocal Training

Speaker Of The Forum
Studio City, CA

Skills

  • Management and leadership
  • Order processing and returns
  • Interpersonal communication
  • Problem solving
  • Microsoft Office Suite
  • Salesforce CRM
  • Call management
  • Customer resolution
  • Multitasking and organization
  • Cross-team collaboration
  • Effective communication
  • Conflict resolution
  • Insurance policy coverage knowledge
  • Advanced oral and written communication skills

Certification

  • State Farm Auto
  • State Farm Policy
  • State Farm Estamatics

Adjuster Licenses

  • Florida all lines (Home State)

Affiliations

Volunteer - International Myeloma Foundation

Volunteer - Orangewood Foundation

Timeline

Elite Account Executive

Yelp
07.2022 - Current

Customer Service Specialist

Powerlend
11.2020 - 05.2022

Mortgage Customer Service Agent

Amerihome Mortgage
04.2017 - 11.2020

Customer Experience Representative

AT&T Wireless Authorized Retailer
08.2012 - 04.2017

Customer Service Sales Representative

Los Angeles Times
02.2006 - 08.2012

Business Management

Long Beach City College

Microsoft Office Suite Computer Operating Systems

Computer Network And Training

Presentation Vocal Training

Speaker Of The Forum

State Farm Property Online Certification

Alacrity Solutions

State Farm Auto Online Certification

Alacrity Solutions

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