James Thomas
Reno,NV
Summary
Customer service professional of over 13 years. Empathic mentor and coach with a dedication to the development and success of team members. Skilled in administrative support, customer service, account management, de-escalation, and formal coaching. Experience designing training curriculum and activities. Trained in disaster response, and crisis analysis. Dedicated to maintaining a foundation of trust with teammates, and clients. Strives to meet company performance goals consistently.
Overview
12
12
years of professional experience
Work History
Machine Operator I
Panasonic Energy of North America
04.2024 - Current
- Operated machining equipment safely with team of operators.
- Assisted quality control personnel with inspections of completed parts, ensuring quality standards are met before sending to next phase of production.
- Followed detailed instructions to operate machines with accuracy and produce quality parts. Produced on average 250,000 parts daily.
- Complied with company and OSHA safety rules and ISO regulations.
- Reduced machine downtime by performing regular inspections and identifying potential issues before they escalated.
Security Officer
Peppermill Casino And Resort
04.2023 - Current
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences. Submitted 3-7 reports weekly.
- Provided guests with knowledgeable assistance.
- Arrested barred individuals per management discretion. Processed arrest paperwork afterwards while awaiting further instruction from Reno Police Department.
- Responded to various calls ranging from medical incidents, guest inquires, and property damage investigations.
Team Lead
DailyPay Inc.
11.2021 - 04.2023
- Provided mentorship and support to new hires, and phone agents who need assistance with caller issues.
- Took supervisor calls.
- Led team meetings.
- Reviewed call interactions of phone agents to identify areas of improvement. Provided coaching sessions with phone agents after reviewing call. Documented conversations and coaching provided.
- Processed tickets, and provided account maintenance for users. Escalated certain tickets if criteria was met.
- Developed resources to help newer agents and team.
- Met performance goals consistently.
Customer Service and Safety Specialist
Apple
02.2017 - 08.2021
- Responded to various calls ranging from medical emergencies, fire response, reports of suspicious activities, and employee inquiries. Escalated situations via radio communication. Trained 10 Apple security, and 6 contracted(SIS) security over 4 years. Covered as acting supervisor at Apple Park numerous times over 3 years.
- Inspected facilities for maintenance issues, and submitted repair requests via email. Submitted 5-7 of these requests weekly.
- Assisted Apple's Crisis Management team during COVID 19 pandemic, and during George Floyd protests of 2020. Monitored developing emergencies that were happening globally. Assessed severity of events by utilizing local news sources, and monitoring social media response. Determined if Apple assets would be impacted by the event. Assessed 90-140 alerts daily.
Receptionist Onsite at Google
ManpowerGroup
12.2015 - 08.2016
- Greeted Google employees/guests and provided knowledgeable assistance.
- Scheduled employee meetings and reserved conference rooms.
- Issued employee/visitor badges and assisted with special events.
Teller/Personal Banker
Wells Fargo
10.2012 - 11.2015
- Managed customer banking relationship by setting up accounts, processing loan documentation, assessing accounts for fraud, and referring customers for mortgage and insurance services. Managed banking relationship for 400+ individuals over 2 years.
- Processed customer deposits, withdrawals, money order, and checks.
- Counted as much as $60,000-$200,000 in daily funds with manual, and machine-assisted methods.
Skills
- Microsoft Office(6 years)
- IWorks(5 years)
- Zendesk(15 Years)
- Excel(5 years)
- Keynote/Powerpoint(45 years)
- FileMaker(1 year)
- Maven(15 years)
- Large Volume Cash Handling(3 years)
- Slack(15 years)
- Zoom(3 years)
- SAP(1 year)
Accomplishments
- High School Diploma, 06/2010
Los Gatos High School - Los Gatos, CA
Timeline
Machine Operator I
Panasonic Energy of North America
04.2024 - Current
Security Officer
Peppermill Casino And Resort
04.2023 - Current
Team Lead
DailyPay Inc.
11.2021 - 04.2023
Customer Service and Safety Specialist
Apple
02.2017 - 08.2021
Receptionist Onsite at Google
ManpowerGroup
12.2015 - 08.2016
Teller/Personal Banker
Wells Fargo
10.2012 - 11.2015