Jamie Thomas
West Jordan,UT
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building, and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring, and morale-building techniques to maximize employee engagement and performance. Personable and dedicated Customer Service Representative with extensive experience within the management industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
11
11
years of professional experience
Work History
Resolution Expeditor
Home Depot OCC
Ogden, UT
03.2023 - Current
- Communicate with both external and internal customers via telephone, email, and chat
- Provided resolutions to customer issues using different resources to identify the root cause of customer issues including technical support or installation and part inquiries
- Identify problems that have to be escalated and partner with the appropriate departments to assist with resolving the issue
- Take ownership of customers' issues and provide complete end-to-end issue resolution by utilizing the resources available
- Provide technical support on products that either require replacements or troubleshooting partner with various departments including store management teams to plan and implement solutions for the customers
- Communicate with different levels of management, customers, and staff.
Resolution Expeditor
The Children's Place
Sandy, UT
11.2017 - 08.2022
- Served all in-line customers promptly
- Improved customer satisfaction and loyalty by creating a survey for in-store customers and the store manager in all areas of daily business operations, human resources, customer service, and merchandising
- Coordinating, monitoring, and reporting on daily operations
- Recruiting, training, and supervising employees
- Managing employee schedules, conducting performance reviews, and enforcing disciplinary actions
- Monitoring and maintaining suitable store inventory levels
- Resolving customer complaints and concerns in a timely manner
- Ensuring that store policies and procedures are followed.
Phone Representative
The Home Depot OCC
Ogden, UT
03.2021 - 03.2022
- Processed orders and returns over the phone while ensuring accuracy of information entered into system.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Assisted customers with product setup and installation issues over the phone.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Offered resolutions to de-escalate calls and solve customer issues.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Maintained accurate records of customer interactions, details of inquiries, comments, and actions taken.
- Utilized problem solving skills in order to resolve complex customer inquiries.
- Provided feedback on process improvements based on observations from daily interactions with customers.
Assistant Manager
Tesoro
06.2013 - 12.2018
- Ensuring company policies are followed
- Hiring, training, and developing new employees
- Resolving customer issues to their overall satisfaction
- Preparing and presenting employee reviews
- Working closely with the store manager to lead staff
- Overseeing retail inventory
- Organizing employee schedules
- Ensuring a consistent standard of customer service
- Motivating employees and ensuring a focus on the mission
- Maintaining stores to standards, including stocking and cleaning
- Supporting store manager as needed.
Education
High School Diploma -
Bingham High School
06-2021
Skills
Conflict Management
Results Driven
Action Oriented
Customer-Focused service
Communicates Effectively
Organization Skills
Active listening
Management Skills
Problem Solving
Attention To Detail
Teamwork
Accomplishments
- Homer Award 10/15/2021 for Taking Care of our People
- Homer Award 11/7/2023 Entrepreneurial Spirit
- Homer Award 01/19/2024 Taking Care of Our People
Timeline
Resolution Expeditor
Home Depot OCC
03.2023 - Current
Phone Representative
The Home Depot OCC
03.2021 - 03.2022
Resolution Expeditor
The Children's Place
11.2017 - 08.2022
Assistant Manager
Tesoro
06.2013 - 12.2018
High School Diploma -
Bingham High School