Thomas Clevenger
Papillion,NE
Summary
Passionate customer service agent. More than a decade of providing high quality customer service. Proven track record of achieving high quality results and driving metrics forward. Committed to providing the best customer experience possible.
Overview
12
12
years of professional experience
Work History
Staffing Specialist
GrapeTree Medical Staffing
Bellevue, NE
12.2025 - Current
- Managed staffing for healthcare professionals, ensuring optimal placement for various shifts
- Ensured company hit target revenue goals and helped healthcare professionals book into shifts.
- Conducted outbound and inbound calls with healthcare professionals and facilities, facilitating effective communication and scheduling
- Provided troubleshooting support via phone, text, and email, resolving issues to maintain service continuity
Assistant Account Manager
Nelnet
Lincoln, US
12.2024 - 12.2025
- Guided customers through financial aid application process, ensuring accurate completion.
- Resolved customer issues with document uploads on browser and mobile devices, enhancing user experience.
- Achieved schedule adherence and maintained call quality standards.
- Engaged multiple departments via Microsoft Teams to collaboratively address and resolve customer issues.
Customer Service Representative
Fidelity Investments
Papillion, US
06.2023 - 11.2024
- Delivered exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring high customer satisfaction levels
- Handled high volume of incoming calls and emails, consistently meeting performance metrics for response time and resolution rates
- Achieved monthly quality review standards set by independent review team
Customer Service Escalations
PayPal
Omaha, US
09.2020 - 06.2023
- Resolved escalated customer complaints through phone, chat, and email, ensuring timely and effective solutions.
- Guided internal team mates during challenging problems.
- Maintained compliance with company standards through regular evaluations.
Quality Assurance Analyst
TPG Telemanagement
Omaha, US
09.2019 - 08.2020
- Reviewed recorded calls to ensure compliance with client standards
- Provided coaching on calls that had defects and room for improvement.
- Ensured client goals were consistently met by tracking performance against established quotas.
- Coached team members on call defects to facilitate performance improvement and enhance quality.
Tier 2 Technical Support
Cox Communications Inc.
Omaha, US
09.2017 - 12.2019
- Provided advanced troubleshooting for internet related issues.
- Assisted customers in configuring their email clients such as outlook and Thunderbird.
- Provided consultation to tier 1 agents that had issues they were unable to resolve.
Cox business tier 1 customer care
Cox Communications Inc.
Omaha, US
01.2019 - 08.2019
- Engaged with business clientele and provided troubleshooting and billing support.
- Maintained relationships with businesses and followed up on calls
- Exceeded expectations for metrics such as first call resolution
Tier 1 Technical Support
Cox Communications Inc.
Omaha, US
12.2014 - 08.2017
- Provided troubleshooting over the phone engaging multiple applications at the same time
- Met and exceeded service to sales goals
- Exceeded at various metrics such as schedule adherence and customer focus time
Education
High school diploma -
Bellevue West Sr High School
Bellevue, NESkills
- Call Center
- Live Chat
- Communication skills
- Problem solving
- Technical Support
- Customer Service
- Microsoft office suite
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Staffing Specialist
GrapeTree Medical Staffing
12.2025 - Current
Assistant Account Manager
Nelnet
12.2024 - 12.2025
Customer Service Representative
Fidelity Investments
06.2023 - 11.2024
Customer Service Escalations
PayPal
09.2020 - 06.2023
Quality Assurance Analyst
TPG Telemanagement
09.2019 - 08.2020
Cox business tier 1 customer care
Cox Communications Inc.
01.2019 - 08.2019
Tier 2 Technical Support
Cox Communications Inc.
09.2017 - 12.2019
Tier 1 Technical Support
Cox Communications Inc.
12.2014 - 08.2017
High school diploma -
Bellevue West Sr High School