Sidney Thomas
Rosedale,MD
Summary
Accomplished Escalations Manager at PNC Bank, NA, with a proven track record in enhancing customer satisfaction and retention through expert complaint investigation and resolution. Skilled in coaching and mentoring, I led a team to exceed targets by implementing strategic client retention strategies and leveraging technical knowledge for continuous improvement.
Overview
15
15
years of professional experience
Work History
Escalations Manager
PNC Bank, NA
02.2024 - Current
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Implemented new training programs to equip team members with skills necessary for handling challenging situations effectively.
- Managed a high-performing escalations team that consistently exceeded targets in terms of case closure rates and customer satisfaction scores.
Customer Service Analyst
PNC Bank, NA
08.2015 - 02.2024
- Boosted sales revenue by skillfully promoting diverse service options.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
Sorter Operations Associate
Amazon
01.2020 - 10.2021
- Trained new hires on company policies and procedures, resulting in faster integration into the team.
- Resolved issues promptly during sorting operations, minimizing disruptions to the workflow process.
- Participated in team meetings regularly, offering insights into process improvements based on personal experience as a Sorter Operations Associate at workstations.
- Stayed up-to-date with industry trends and advancements in sorter technology, applying new knowledge to enhance workplace performance continually.
- Conducted routine quality checks on sorted items, ensuring adherence to specified standards and client requirements.
- Maintained accurate records of sorted items, enabling effective inventory management and tracking.
Team Lead Trainer
Get Go
05.2013 - 08.2015
- Collaborated with management to identify skill gaps and create targeted training initiatives.
- Developed comprehensive training programs for new hires, resulting in improved productivity and job satisfaction.
- Maintained updated records regarding trainee''s progress, attendance, and feedback to enhance the effectiveness of training programs.
- Monitored team performance metrics and adjusted training plans accordingly to maximize results.
- Improved employee retention rates by creating a supportive environment focused on professional development opportunities.
Aircraft Maintenance Technician
Aircraft Services International Group
07.2011 - 09.2012
- Maintained accurate records of all maintenance tasks performed, ensuring compliance with FAA regulations.
- Removed components such as landing gear, engines, and flight control.
- Performed scheduled and unscheduled inspections to check flight readiness of aircraft.
- Enhanced aircraft safety by performing thorough maintenance inspections and identifying potential issues.
- Collaborated with other technicians to complete complex repairs and improve team efficiency.
Security Officer
Allied Barton
09.2009 - 03.2011
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
Education
Lincense - Avionics Maintenance Technology
Aviation Institute of Maintenance - Manassas
Manassas, VA09.2011
Bachelor of Science - Business Administration And Management
Fairmont State University
Fairmont, WV05.2007
Skills
- Coaching and Mentoring
- Technical knowledge
- Client Retention Strategies
- Complaint Investigation
- Computer Skills
- Pallet Jack Operation
- Forklift operation
- Problem Resolution
- Warehouse Safety
- Loading and unloading
- Project Management
Timeline
Escalations Manager
PNC Bank, NA
02.2024 - Current
Sorter Operations Associate
Amazon
01.2020 - 10.2021
Customer Service Analyst
PNC Bank, NA
08.2015 - 02.2024
Team Lead Trainer
Get Go
05.2013 - 08.2015
Aircraft Maintenance Technician
Aircraft Services International Group
07.2011 - 09.2012
Security Officer
Allied Barton
09.2009 - 03.2011
Lincense - Avionics Maintenance Technology
Aviation Institute of Maintenance - Manassas
Bachelor of Science - Business Administration And Management
Fairmont State University
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