JoNATHAN THOMAS
Lithonia,GA
Summary
Customer Service Manager with extensive experience in managing customer service operations, optimizing organizational efficiencies, and enhancing customer satisfaction. Adept at implementing policies, coordinating interdepartmental activities, and leveraging technology to streamline processes. Strong leadership and problem-solving skills with a focus on continuous improvement and compliance.
Overview
14
14
years of professional experience
Work History
Claims Generalist Associate
Progressive Insurance
06.2023 - 11.2024
- Managed time and resources to make sound claims adjusting decisions
- Investigated and determined insurance policy coverage and finalized liability decisions
- Collected and documented information from customers, agents, and witnesses, reviewed police reports, medical information, and other data
- Collaborated on property damage with other claims adjusters for liability, coverage, and damage resolution as needed
- Managed claims inventory workload, including paperwork, diaries, and communication
- Issued payments and negotiated claim settlements
Account Manager II
AMN Healthcare
02.2022 - 05.2023
- Managed job placements with hospitals for travel nurses, collaborating with third-party vendors
- Maintained a bandwidth of 160+ clinicians on assignment and completed over 150 calls per week
- Received Top Performer award for five consecutive weeks
- Managed and updated Vendor Management System (VMS) technology database
Senior Administrative Assistant
Mayor Keisha Lance Bottoms Office of Constituent Services
12.2019 - 01.2022
- Served as the primary point of contact for the Office of Constituent Services
- Escalated issues to be resolved by the Mayor’s administration in a timely fashion
- Collaborated with city departments to resolve constituent requests, including housing assistance and senior community services
- Coordinated staff meetings and assisted with special events
Sr. Customer Support Representative
Greensky
12.2018 - 12.2019
- Received Outstanding Quality Award for data integrity management
- Assisted customers with term change requests and disseminated loan documents upon approval
New Hire Relocation Consultant
Graebel Relocation Services Worldwide
12.2017 - 12.2018
- Managed relocation benefits for employees transitioning between locations
- Served as a single point of care for an evolving caseload of 75-100 relocating employees
Senior Support Specialist
Worldpay
10.2015 - 12.2017
- Provided technical support and offered solutions for domestic and international users
- Resolved customer tax questions and collaborated with teams to expedite resolutions
Assistant General Manager
Gladys Knight's Chicken & Waffles
02.2011 - 10.2015
- Led recruiting and training initiatives for multiple locations
- Increased customer satisfaction from less than 50% to over 90% through targeted training programs
Education
Bachelor of Business -
Mercer University
Associate of Science - Human Resource Management
Georgia Piedmont Technical College
01.2012
Skills
- Foundations in Project Management Certification
- Customer Service Management
- Process Development and Optimization
- Customer Relationship Management (CRM)
- Data Analysis and Reporting
- Conflict Resolution and Problem-Solving
- Audit and Compliance Management
- Technological Implementation and Process Automation
- Microsoft Office Suite
- Employee Relations
- Time Management
- Social Media Management
- Marketing & Recruiting
- Verbal and Written Communication
- Organizational Skills
- Technical Support
Additional Information
Microsoft Office Suite, Employee Relations, Time Management, Social Media Management, Marketing & Recruiting, Verbal and Written Communication, Organizational Skills, Technical Support
Affiliations
[Relevant Memberships, if applicable]
Certificationsandskills
- Foundations in Project Management Certification
- Customer Service Management
- Process Development and Optimization
- Customer Relationship Management (CRM)
- Data Analysis and Reporting
- Conflict Resolution and Problem-Solving
- Audit and Compliance Management
- Technological Implementation and Process Automation
Timeline
Claims Generalist Associate
Progressive Insurance
06.2023 - 11.2024
Account Manager II
AMN Healthcare
02.2022 - 05.2023
Senior Administrative Assistant
Mayor Keisha Lance Bottoms Office of Constituent Services
12.2019 - 01.2022
Sr. Customer Support Representative
Greensky
12.2018 - 12.2019
New Hire Relocation Consultant
Graebel Relocation Services Worldwide
12.2017 - 12.2018
Senior Support Specialist
Worldpay
10.2015 - 12.2017
Assistant General Manager
Gladys Knight's Chicken & Waffles
02.2011 - 10.2015
Associate of Science - Human Resource Management
Georgia Piedmont Technical College
Bachelor of Business -
Mercer University
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