Thomas Cross
Bangor,ME
Summary
Dynamic IT Helpdesk professional with a proven track record at Northern Light Health OPTUM, excelling in customer service and problem-solving. Recognized for enhancing customer satisfaction through effective communication and critical thinking. Adaptable and dependable, I thrive in fast-paced environments, consistently delivering exceptional support and fostering positive team collaboration.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings apositive attitude and commitment to continuous learning and growth.
Hardworking and passionate job seeker with strong organizational skills eager to secure anentry-level position. Ready to help the team achieve company goals.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with aswift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Equipped with strong problem-solving abilities, awillingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Tech-savvy innovator with hands-on experience in emerging technologies anda passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
19
19
years of professional experience
Work History
IT HELPDESK
Northern Light Health OPTUM
01.2020 - 09.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Service Representative
Verizon Wireless Corporation
09.2014 - 08.2016
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
Customer Service Representative
Bank of America
05.2006 - 08.2012
- Addressed customer inquiries via phone, email, and chat to ensure satisfaction.
- Resolved issues effectively by utilizing problem-solving techniques and product knowledge.
- Guided customers through product selections, enhancing overall shopping experience.
- Collaborated with team members to streamline order processing and improve response times.
- Documented customer interactions accurately in CRM system for future reference.
- Monitored customer feedback to identify patterns and suggest improvements to management.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
High School Diploma -
Brewer High School
Brewer06-1987
Electrical And Electronics - VOTECH ELECTRICAL AND ELECTRONICS
SPVTI
Bangor, ME06-1986
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
- Calm under pressure
- Active listening
- Decision-making
- Problem resolution
- Verbal communication
Timeline
IT HELPDESK
Northern Light Health OPTUM
01.2020 - 09.2025
Customer Service Representative
Verizon Wireless Corporation
09.2014 - 08.2016
Customer Service Representative
Bank of America
05.2006 - 08.2012
High School Diploma -
Brewer High School
Electrical And Electronics - VOTECH ELECTRICAL AND ELECTRONICS
SPVTI