Jamie Thomas
Columbus,OH
Summary
Dynamic, highly experienced and results driven professional with over 25 years of customer support experience, including 15 years in a management position. Proven leader with a track record of inspiring and motivating teams to exceed performance goals. Skilled in providing exceptional customer service and satisfaction, resolving complex issues, and building lasting relationships with customers and clients. Highly motivated team player with the ability to collaborate effectively with colleagues to achieve common objectives. Proficient in administrative duties and adept at utilizing technology to streamline processes and enhance efficiency. Proven track record of optimizing new business growth and delivering a seamless customer experience across the entertainment and music production industry. Demonstrates excellent leadership, time management, and communication skills. Proficient in Microsoft Office Suite, Excel as well as other computer-based systems and able to efficiently navigate multiple screens.
Overview
25
25
years of professional experience
Work History
Customer Care Advocate 2/ Disbursements Processing Tech
RESOLUTION LIFE
08.2023 - Current
- Excellent verbal, written, and listening skills
- Relentless drive to own the customer's problem and resolve it
- Ability to multitask using technology, including call handling, loan-level review, and call documentation
- Ability to think outside the box to resolve problems
- Works autonomously; effectively handles multiple tasks and prioritizes deadlines appropriately
- Strong management skills General understanding of U.S economy and employee benefits industry, Proficient with Microsoft software
- Self-motivated to learn more about the business and is proactive in personal development
- Firm knowledge of group products, services, and systems and ability to apply analytical skills to the interaction of these products, services, and systems
- Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
- Managed multiple priorities under tight deadlines while remaining calm under pressure and delivering excellent results consistently.
- Built rapport with customers through personalized interactions, increasing their trust in the company''s products or services.
- Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
- Maintained high levels of customer retention with proactive outreach initiatives.
- Participated in ongoing training opportunities to expand skillset and stay current on best practices for delivering superior support.
- Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
- Improved customer satisfaction by addressing and resolving complaints efficiently.
- Leveraged strong listening skills to identify customer needs and recommend appropriate solutions or alternatives.
- Conducted thorough research to provide accurate information and resolve complex issues effectively.
- Worked closely with other departments when necessary to address interrelated concerns affecting customer experience.
- Logged call information and solutions provided into internal database.
- Navigated multiple computer systems and applications to find information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Mentored new hires by sharing knowledge and providing guidance, contributing to a more competent and cohesive team overall.
Customer Care Advocate 2/ Disbursements Processing Tech
FARMER'S NEW WORLD LIFE INSURANCE
11.2021 - 08.2023
- Attention to detail
- Ability to manage inbound calls handling of approximately 40-50 calls per hour.
- Streamlined communication channels for quicker problem-solving and increased customer loyalty.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
Patient Care Coordinator, Front Desk, Scanning / Billing
COLUMBUS AESTHETIC & PLASTIC SURGERY
11.2018 - 05.2020
- Schedules patient appointments and diplomatically handles all billing questions and concerns, communicating constantly with billing department and patient.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Monitored inventory levels of medical supplies and equipment, placing orders when necessary to prevent shortages or delays in patient care provision.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Greeted and assisted patients with check-in procedures.
Shift Manager
ALDI INC.
06.2017 - 11.2018
- Welcomed and greeted customers in store
- Delivered exemplary customer service in answering customer inquiries and helping customers locate merchandise
- Properly processed customer transactions using store's POS system
- Supervised and led team of store staff during assigned shift
- Delegated assignments, created staff schedules, trained team members, and managed performance.
Assistant Manager
SAMS CLUB
11.2015 - 11.2018
- Demonstrated commitment to the store's values guide by complying with company standards and developing goals
- Engaged customers by welcoming them to the store, following up promptly with inquiries, and professionally resolving customer concerns
- Directly supervised team members across various departments during tenure
- Oversaw the receiving and verification of inventory.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Managed inventory levels to minimize stock outs while reducing overhead costs.
- Assisted in recruiting, interviewing, hiring, and on boarding 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 projects and tasks.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Created employee schedules to align coverage with forecasted demands.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Developed strategy to increase sales and drive profits.
Education
Bachelor of Science - Political Science And Government
Penn State University
State College, PA05.2003
Business - No degree - Communications
University of Toledo
Toledo, OH01.2000
Skills
- Attention to Detail
- Call Center Experience
- Data entry proficiency
- Empathy Display
- Inbound Customer Service
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Calm Under Pressure
- MS Office
- Administrative and Office Support
- Policies and Procedures Adherence
- Customer Relationship Management (CRM)
- Call Documentation
References
- James Boyd, 724-766-4831, Jjb5001@gmail.com
- Trace Yocum, 330-849-1293, traceyocum@gmail.com
- Andrew Cheng, 614-702-7533, Andyc.seattle@gmail.com
- Laura Millican, 206-683-1440, lauramillican03@gmail.com
Timeline
Customer Care Advocate 2/ Disbursements Processing Tech
RESOLUTION LIFE
08.2023 - Current
Customer Care Advocate 2/ Disbursements Processing Tech
FARMER'S NEW WORLD LIFE INSURANCE
11.2021 - 08.2023
Patient Care Coordinator, Front Desk, Scanning / Billing
COLUMBUS AESTHETIC & PLASTIC SURGERY
11.2018 - 05.2020
Shift Manager
ALDI INC.
06.2017 - 11.2018
Assistant Manager
SAMS CLUB
11.2015 - 11.2018
Bachelor of Science - Political Science And Government
Penn State University
Business - No degree - Communications
University of Toledo
Certification
HIPPA certified
CPR certified
Accomplishments
- Supervised team of 90-100 staff members.
- Documented and resolved customer concerns which led to positive results.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteQuote
"Let yourself be silently drawn by the stronger pull of what you really love."
Rumi
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