Joseph D. Thomas
Jacksonville
Summary
Detail-oriented professional with diverse experience in banking, healthcare, federal service, and military. Expertise in customer service, confidentiality management, and problem-solving in fast-paced environments. Dedicated to enhancing public service and supporting the operational success of the United States Postal Service.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Client Service Associate
Merrill Lynch
Jacksonville
08.2022 - Current
- Manage 70+ participants daily across multiple employer-sponsored 401(k) plans, providing expert guidance on retirement benefits, distribution, rollover, loans and account management.
- Resolves high-volume participants' inquiries and account issues with a focus on accuracy, efficiency, and exceptional client services, consistently exceeding quality and performance expectations.
- Process complex retirement plan transactions, including participants' loans, cash withdrawal, hardship distributions, and rollover, while ensuring compliance with IRS and ERISA regulations
Platoon Sergeant 1st Class (E7)
US Army Reserve
Tallahassee
11.2020 - Current
- Deployed as First Sergeant; led personnel accountability, readiness, and welfare programs for 100+ Active Duty, National Guard, and Reserve Soldiers across seven geographically dispersed locations within the CENTCOM AOR, achieving 100% accountability and uninterrupted mission support.
- Develop SOPs for HR operations in joint-service environments, improving process efficiency by 35% and establishing a standard adopted by adjacent units.
- Led a postal platoon that processed and delivered over 500,000 pieces of mail with 100% accountability and zero loss, directly supporting deployed personnel and mission readiness.
Customer Service Representative
Social Security Administration
Tallahassee
11.2021 - 03.2022
- Interviewed and screened claimants, accepted and reported information, and updated files.
- Resolved Social Security Number issues such as requests for cards and numbers.
- Resolved earning record discrepancies, ensuring accurate statements and rectifying missing or incorrect information.
- Administered Social Security (Title 11, T2) Programs that include but are not limited to retirement, survivors and disability benefits.
- Addressed basic Medicare inquiries regarding Part A hospital care, Part B outpatient care, Part C supplemental coverage, Part D prescription plans, and Extra Help for Supplemental Security Income (TITLE XVI).
- Enhanced claims workflow by documenting portfolio progress, referring high-risk exposures outside authority levels, and identifying process improvement opportunities.
- Managed pending claims, appeals process and post entitlement issues.
Customer Service Advocate
Optum Rx
Jacksonville
04.2017 - 11.2021
- Responded to and resolved on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
- Guided patients through website navigation, resolving troubleshooting issues, printing ID cards, reviewing drug formulary, and tracking orders to enhance self-sufficiency for Commercial and Medicare patients.
- Completed daily data entry to fill medication, document, and communicate the status of claims while adhering to all reporting requirements.
- Conducted follow-up calls with MD offices to ensure timely processing of additional documents such as prior authorization and appeals.
- Applied appropriate processes to ensure accurate benefits were assigned to each claim.
Customer Care Representative
Adecco/Coach Seasonal
Jacksonville
10.2016 - 02.2017
- Served as the first point of contact for customers and business partners delivering excellent customer service in a fast-paced call center environment.
- Answered inbound phone calls, identified and resolved caller needs, and provided information.
- Execute outbound calls to provide follow-ups to ensure resolution of caller needs.
Platoon Sergeant 1st Class (E7)
US Army Reserve
Tallahassee
04.2015 - 11.2016
- First Line Supervisor, Training Instructor Supervisor of 50+ trainees per year.
- Trained employees, set standards and evaluated performance.
- Assist with development of curriculum for established training programs.
- Created outlines, scripts and training materials.
- Taught technical skills and concepts related to military standards.
- Conducted vocational training classes.
- Identify potential course improvement and make recommendation to administrators.
- Collect data and submit reports regarding student progress and course administration.
Observer Control Trainer
US Army
Fort Dix
10.2012 - 12.2014
- Conducted intensive vocational and motivational training of young men and women.
- Evaluated suitability of students for continued enrollment.
- Maintained accurate progress reports of students’ progress.
- Sustained discipline and recommended expulsion for those lacking required motivation and aptitude.
- Counseled students on standards of course and assisted them in mastering technical material.
- Motivated students to succeed and overcome emotional and behavioral problems.
Collection Agent- Home Equity Department
Wells Fargo
Jacksonville
03.2011 - 09.2012
- Served as the single point of contact to borrowers and/or agencies whose loans were delinquent or at high risk for delinquency.
- Recommended solutions to maintain home ownership including proprietary modifications and repayment plans.
- Discussed liquidation options including short sales, deed in lieu to help preserve home.
- Analyzed the borrower’s financial situation and made recommendations on loan modifications or worked out options to resolve delinquency.
- Identified, maintained, tracked and logged requested documentation for loan modification review.
- Communicated with borrowers and/or agencies of loan modification decision, current status, options, timelines, coordination touch points, and borrower obligations through the entire process.
- Always a customer advocate - focused on providing the best possible care and solution to the customers' needs.
Battalion S1 Platoon Sergeant
US Army
Fort Stewart
10.2005 - 10.2010
- Coordinated personnel, finance, chaplaincy, command information, and legal services support within the battalion to ensure efficient operations and effective support for Soldiers.
- Established and implemented policies and procedures for personnel issues, advising the Battalion Commander to enhance operational effectiveness.
- Provided individual customer service to Soldiers and Army civilians in the area of personnel and finance.
- Directed the Battalion Awards Program and recognized Soldiers for their service.
- Coordinated correspondence, managed classified document control, and oversaw printing, publication management, and inquiries related to official mail and Privacy Act compliance for battalion headquarters and subordinate units.
- Reviewed evaluation reports for accuracy and timely submission.
- Planned and oversaw Unit Social Events.
Education
Associate Degree - Criminal Justice
Kaplan University
Jacksonville, Florida01-2011
High School Diploma -
Jean Ribault High School
Jacksonville, Florida01-2001
Skills
- Customer Service
- Customer Satisfaction Assessment
- Relationship Management
- Communication
- Interpersonal
- Problem Solving
- Multitasking
- Organizational
- Microsoft Office
- Database Management
- Computer
- Self-starter
- Collaborative Worker
- Leadership
Certification
- Alcohol Substance Abuse Program Trainee Class (ASAP), 10/14
- Army Basic Instructor Training Course (ABIC), 05/14
- Observer Control Trainer (OC/T), 02/14
Awards
- Army Achievement Medal (AAM)
- 06/15
- 12/14
- 03/09
- Army Commendation Medal (ARCOM)
- 10/10
- 05/10
- 06/08
Timeline
Client Service Associate
Merrill Lynch
08.2022 - Current
Customer Service Representative
Social Security Administration
11.2021 - 03.2022
Platoon Sergeant 1st Class (E7)
US Army Reserve
11.2020 - Current
Customer Service Advocate
Optum Rx
04.2017 - 11.2021
Customer Care Representative
Adecco/Coach Seasonal
10.2016 - 02.2017
Platoon Sergeant 1st Class (E7)
US Army Reserve
04.2015 - 11.2016
Observer Control Trainer
US Army
10.2012 - 12.2014
Collection Agent- Home Equity Department
Wells Fargo
03.2011 - 09.2012
Battalion S1 Platoon Sergeant
US Army
10.2005 - 10.2010
Associate Degree - Criminal Justice
Kaplan University
High School Diploma -
Jean Ribault High School