Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Hi, I’m
Suzanne Thomas
Braselton,USA
Summary
Overview
27
years of professional experience
Work History
Seniors Helping Seniors, Buford, GA
Personal Caregiver
11.2024 - Current
Job overview
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Developed positive relationships with clients by demonstrating empathy, patience, flexibility, which led to increased trust between caregiver and client.
- Improved client satisfaction by providing personalized care and attention to their unique needs.
- Built strong relationships with clients to deliver emotional support and companionship.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Planned healthy meals, purchased ingredients, and cooked meals to provide adequate nutrition for client wellbeing.
- Monitored clients' overall health and well-being and noted significant changes.
Gwinnett County Public Schools
Substitute Teacher
09.2021 - Current
Job overview
- Deliver engaging lessons across the entire curriculum to grades K-12, and special education with an average of classroom count of 26
- Use existing schemes of work to plan last-minute sessions when cover plans aren't provided
- Manage classroom behavior, assignments and recordkeeping
- Administered standardized assessments with strict requirements and documented information in records
- Leverage classroom discussion strategies to engage student's, promote topics and boost learning opportunities
- Adapt quickly to different classroom environments, varying teaching styles and student's needs
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
Family Readiness Group U.S. Army
Program Leader
05.2015 - 06.2017
Job overview
- Supported a company of 110 soldiers and their families
- Reported to and worked closely with the Company Commander
- Advised on Army policies, regulations, laws and precedents as they pertained to the operation of family programs
- Trained and coached Family Readiness Group members with operational procedures, evacuation processes, informational meetings, and resources available
- Developed relationships among community organizations, with organizing fundraising events that raised thousands of dollars
- Responsible for creating a highly positive morale environment with team building activities and family events
- Established strong relationships with stakeholders, fostering collaboration and support for program initiatives.
University of Michigan
Clinical Research Coordinator
01.2012 - 07.2013
Job overview
- Managed recruitment and screening of eligible participants for multiple clinical trials, ensuring enrollment goals were met on schedule
- Conducted informed consent process with participants, maintaining compliance with all regulatory requirements and ethical standards
- Maintained compliance with protocols covering patient care and clinical trial operations.
- Assessed patients'' eligibility criteria following strict adherence to inclusion/exclusion guidelines.
FedEx Trade Networks
International Customer Service Manager
04.1998 - 11.2010
Job overview
- Accountable for four customer service departments within Air Express operations
- Responsible for releasing freight that was detained by U.S Customs or any other government agency in four major hubs
- Enforcing company policies, procedures and practices to ensure compliance
- Strong customer service skills, investigating, researching and resolving customer complaints
- Managed key accounts for international clients, overseeing the resolution of complex issues and proactively identifying opportunities to increase customer loyalty and retention
- Led a team of 70 customer service representatives to provide support to customers in over 20 countries
- Managed team records, payroll, vacation and conducted yearly performance reviews
- Collaborated with other departments to implement process improvements that led to increased efficiency in handling customer inquiries.
- Enhanced customer satisfaction by streamlining communication processes and implementing effective customer service strategies.
- Spearheaded initiatives to improve overall customer experience, incorporating feedback from clients and team members alike.
- Established performance goals for employees and provided feedback on methods for reaching those milestones. Reviewed and scored customer interactions to ensure compliance with quality standards.
Education
Gwinnett Technical CollegeLawrenceville, GA
Associate of Applied Science from Marketing Management
01-2026
University Overview
University Of Phoenix
Certificate from Medical Records
07.2021
University Overview
Skills
- Management / Leadership
- Problem solving
- Time management
- Active listener with professional phone etiquette
- Proficient in Microsoft Office Suite
- Excellent written and verbal communication skills
- Able to work independently
- Collaborate with team members
- Accuracy and Precision
- Emotional intelligence and empathy
- Internal audits
- Quality assurance management
Accomplishments
Accomplishments
Awarded the United States President's Volunteer Service Award and the U.S. Army Commander's Award for Public Service.
Volunteer Experience
Volunteer Experience
Brother's Keeper Veteran Foundation Ambassador, PresentTimeline
Personal Caregiver
Seniors Helping Seniors, Buford, GA
11.2024 - Current
Substitute Teacher
Gwinnett County Public Schools
09.2021 - Current
Program Leader
Family Readiness Group U.S. Army
05.2015 - 06.2017
Clinical Research Coordinator
University of Michigan
01.2012 - 07.2013
International Customer Service Manager
FedEx Trade Networks
04.1998 - 11.2010
University Of Phoenix
Certificate from Medical Records
Gwinnett Technical College
Associate of Applied Science from Marketing Management
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