Thomas Conley
Columbus
Summary
Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
22
22
years of professional experience
Work History
Contact Center Representative II
BMI Federal Credit Union
10.2024 - Current
- Processed member transactions accurately and efficiently, which include deposits, withdrawals, setting up payment plans and processing loan payments, while ensuring compliance with banking policies.
- Educated members on bank products and services, enhancing customer satisfaction and loyalty.
- Answered members inquiries regarding account balances, transaction history, services charges, and interest rates.
- Created relationships and trust with members by maintaining confidentiality and protecting sensitive financial information.
- Assisted other departments such a collections, loans in compliance by setting up payment plans, processing payments and monitoring accounts for potential fraud.
Kitchen Manager
1801 Tavern
04.2024 - 07.2024
- Trained new staff in kitchen operations, procedures and food prep standards.
- Maintained accurate inventory of all food items, supplies and equipment to ensure efficient operations.
- Demonstrated excellent organizational skills in managing the daily operations of a busy kitchen environment.
- Scheduled employee calendar, keeping shifts properly staffed.
Customer Service Lead
State Auto Insurance
01.2019 - 04.2024
- Managed escalated situations with difficult customers while preserving positive relationships.
- Conducted regular team meetings to discuss current performance, identify areas for improvement and develop strategies for success.
- Resolved complex customer inquiries in a timely manner while maintaining high level of professionalism.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Participated in cross-functional projects related to improving overall customer experience.
- Assisted on running and maintaining the billing helpline by answering questions and guiding team members answer customers accurately.
Customer Service Billing Specialist
State Auto Insurance
05.2016 - 01.2019
- Exceeded daily customer service metrics with a focus on quality, adherence, average handle time, and customer satisfaction.
- Handled escalated cases from customers regarding billing disputes professionally.
- Provided timely follow up on past due accounts using phone calls, emails or letters.
- Resolved inquiries related to billing quickly and effectively.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
Claims Representative Associate
State Auto Insurance
05.2014 - 05.2016
- Maintained a high level of accuracy when entering data into the system for tracking purposes.
- Developed strong relationships with internal departments and external customers through consistent communication.
- Assisted customers with filing claims by gathering information, verifying coverage, and helping them understand the claims process.
Shift Leader/Line Cook/Bartender/Server
Buffalo Wild Wings
08.2006 - 03.2014
- Mentored and coached team members to ensure successful performance.
- Demonstrated ability to work efficiently in a fast-paced environment, while providing excellent customer service.
- Prepared and served food and beverages to customers.
- Trained new employees in job duties, safety procedures, and company policies.
- Managed daily operations of the shift, including scheduling staff members, delegating tasks, and resolving customer complaints.
Restaurant Team Member
Yogi's Hoagies
06.2003 - 05.2006
- Preformed opening and closing duties.
- Maintained cleanliness of restaurant area, including tables, chairs, floors, counters and equipment.
- Prepared and served food and beverages to customers.
- Performed cashiering duties accurately including taking orders, handling payments, making change.
Education
Associate in Arts (A.A.) - Hospitality Management
Columbus State Community College
Columbus06.2012
Skills
- Multitasking
- Problem Solving
- Customer Engagement
- Attention to Detail
- Active Listening
- Team Building & Development
- Conflict Resolution
- Data entry efficiency
- Sales and Cross-selling
- Relationship building
Timeline
Contact Center Representative II
BMI Federal Credit Union
10.2024 - Current
Kitchen Manager
1801 Tavern
04.2024 - 07.2024
Customer Service Lead
State Auto Insurance
01.2019 - 04.2024
Customer Service Billing Specialist
State Auto Insurance
05.2016 - 01.2019
Claims Representative Associate
State Auto Insurance
05.2014 - 05.2016
Shift Leader/Line Cook/Bartender/Server
Buffalo Wild Wings
08.2006 - 03.2014
Restaurant Team Member
Yogi's Hoagies
06.2003 - 05.2006
Associate in Arts (A.A.) - Hospitality Management
Columbus State Community College