Wymeka Thomas
Customer Service Representative
Wilmer,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Service Delivery Partner, HR Operations
Rapid DSP LLC
05.2023 - Current
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Updated training processes by reviewing existing documentation, leveraging feedback from associates and working with legal and compliance teams.
- Oversaw payroll processing tasks, ensuring accurate disbursements while adhering to strict deadlines.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
DOT Driver Trainer
Amazon DHX5
09.2019 - 05.2023
- Launched the DOT program at DHX5, trained over 100 DOT Delivery Associates, and over 500+ regular Delivery Associates
- Assisted in recruiting qualified candidates by evaluating driving skills during pre-employment road tests, and functions of a delivery vehicle, and on-road DOT regulations
- Trained and mentored 7 Driver Trainers and 3 Interim Acting Driver Trainers for other AMZL sites in the DFW region
- Provide support services for the DHX5 building including, but not limited to: aiding in managerial needs (adding KNET classes, badges, and building supplies) facilitated Driver Training curriculums for incoming Operation leadership.
Unemployed
01.2018 - 09.2019
- Due to health issues
Contact Center Specialist
State National Companies
07.2014 - 01.2018
- Handled high volume incoming calls from borrowers, and financial institutions regarding the insurance status of loans
- Had to quickly analyze account history, and provide accurate information to resolve customer issues to ensure one call resolution
- Verified insurance via outbound phone calls, fax, and internet.
Store Manager
PL Squared Inc
03.2010 - 06.2014
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed a crew of 10 employees. Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Retention Representative
First American Payment Systems
09.2007 - 01.2011
- Answered calls in a high-volume call center environment
- Handled and reviewed customer credit card processing contracts. Explained contract terms, cancellation policies, and associated fees
- Monitored performance metrics to ensure alignment with company goals related to retention and customer satisfaction.
- Cross-trained and provided backup support for organizational leadership.
- Implemented tactics to minimize cancellations by proactively identifying potential issues and offering solutions.
Education
General Studies -
Dimmitt Senior High School
Dimmitt, TX 05.2001 -
CDL-A - 160 Hours of Commercial Driving
Edge Tech Academy
Arlington, TX 05.2001 -
OSHA 30 -
University of South Florida
Tampa, FL 05.2001 -
Skills
Benefits and compensation management
Adaptability and Flexibility
Compensation Structuring
Regulatory Compliance
Recruitment and hiring
Staff Management
Performance Metrics
Hiring and Onboarding
Onboarding, Training, and Development
Payroll Processing
Operations Management
Employee Relations Oversight
Timeline
Service Delivery Partner, HR Operations
Rapid DSP LLC
05.2023 - Current
DOT Driver Trainer
Amazon DHX5
09.2019 - 05.2023
Unemployed
01.2018 - 09.2019
Contact Center Specialist
State National Companies
07.2014 - 01.2018
Store Manager
PL Squared Inc
03.2010 - 06.2014
Retention Representative
First American Payment Systems
09.2007 - 01.2011
General Studies -
Dimmitt Senior High School
05.2001 -
CDL-A - 160 Hours of Commercial Driving
Edge Tech Academy
05.2001 -
OSHA 30 -
University of South Florida
05.2001 -