Jaime Thornton
Sylacauga,AL
Summary
I demonstrate strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. I have a proven track record in regards to sales goals and forecasts. I am eager to contribute to team success and further develop my professional skills. I bring a positive attitude and commitment to continuous learning and growth within the company.
Overview
18
18
years of professional experience
Work History
Office Coordinator
Coosa Valley MRI
03.2023 - Current
- Answered and managed incoming and outgoing calls
- Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
- Help to increase efficiency by using set office workflows and updating as necessary due to volume increase
- Maintained strict confidentiality of sensitive information, upholding the highest level of professionalism at all times.
- Served as a point of contact for patients visiting the office, providing exceptional customer service to meet all patients at their point of need.
- Contributed to company growth by keeping track of the volume to ensure that the monthly goals are met.
- Served as preceptor for new hires.
- Scheduled patients strategically to ensure each patient is given appropriate time and our daily volume is met.
Customer Service Representative
Security Finance, Financial Services
03.2021 - 08.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Created loans based on company restrictions
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative/Team Lead
EBSCO, U.S. International Headquarters
01.2013 - 03.2021
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Improved overall call center performance with effective coaching and feedback to team members.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Worked to ensure that Universities had the online resources within their library to maintain accreditations for the University.
- Worked with publishers to negotiate pricing within the University.
- Was named one of the top representatives within the global industry.
Assistant Manager
Walgreens
01.2007 - 01.2013
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Increased sales through effective merchandising strategies and targeted promotions.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
Education
Bachelor of Science - Marketing
Troy University
Troy, AL01-2026
Associate of Science - Business Administration
Central Alabama Community College
Childersburg, AL05-2004
Skills
- Schedule coordination
- Office administration
- Office management
- Customer service
- Administrative support
- Client relations
- Scheduling
- Project coordination
- Records management
Timeline
Office Coordinator
Coosa Valley MRI
03.2023 - Current
Customer Service Representative
Security Finance, Financial Services
03.2021 - 08.2022
Customer Service Representative/Team Lead
EBSCO, U.S. International Headquarters
01.2013 - 03.2021
Assistant Manager
Walgreens
01.2007 - 01.2013
Bachelor of Science - Marketing
Troy University
Associate of Science - Business Administration
Central Alabama Community College
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