Thomas Hobbs
Clinton Township
Summary
Experienced Support Supervisor with 22 years in managing and enhancing team performance in customer and technical support environments. Proven ability to resolve conflicts and streamline processes for improved efficiency. Adept at setting performance goals and training teams for success.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Clinical Call Center Supervisor
Outcomes
06.2025 - 11.2025
- Supervised a team responsible for securing patient appointments, ensuring efficient and effective call center operations.
- Conducted quality assurance by reviewing calls for accuracy in prescription and medication communication.
- Provided daily updates on metrics and conducted coaching sessions to drive performance improvements.
- Utilized Microsoft Office Suite proficiently for daily operational tasks and reporting.
- Led daily meetings with upper management to discuss issues and propose improvement strategies.
Customer Service Specialist
Concentrix
07.2024 - 05.2025
- As a Customer Service Specialist at Concentrix, I provide exceptional customer support by addressing inquiries, resolving issues, and ensuring a high level of customer satisfaction. My role involves handling a high volume of inbound calls, maintaining detailed knowledge of products and services, and using problem-solving skills to effectively manage complex customer concerns. I consistently meet performance metrics and contribute to team efforts by sharing knowledge and participating in training initiatives. My commitment to delivering quality service has been demonstrated through my ability to adapt to rapidly changing environments and maintain professionalism under pressure.
TI iOS Supervisor
Kelly Connect
06.2016 - 06.2024
- Delivered exceptional customer support by resolving complex issues and ensuring high satisfaction levels.
- Directed team initiatives to align with company protocols and enhance operational efficiency.
- Streamlined operations to improve process efficiency, resulting in reduced costs and increased productivity.
- Led team-building programs to foster collaboration and improve staff retention.
- Conducted performance evaluations and provided coaching to meet objectives and milestones.
- Enhanced team performance through the implementation of structured coaching and feedback sessions.
- Utilized Microsoft Office Suite to create charts, meeting documents, and PowerPoint presentations.
Press Room Manager
College Park Industries
10.2001 - 06.2016
- Managed the press room operations, ensuring workflow accuracy and the punctuality of project deliverables.
- Enhanced operational efficiency by streamlining processes, resulting in cost reductions and productivity improvements.
- Led the implementation of team-building programs that fostered a collaborative environment and contributed to higher staff retention.
- Oversaw the establishment and monitoring of key performance indicators for productivity and quality, while anticipating and mitigating potential production challenges.
- Maintained pressroom equipment through scheduled maintenance and supervised a skilled team, providing comprehensive training and managing supply inventory.
Education
High School Diploma -
Osborn High School
Detroit, MI06.1994
Skills
- Business Development, Operations Management, Staff Development, Conflict Resolution, Active Listening, Performance Evaluation, Self Motivation, Analytical Thinking, Professionalism, Issue Research, Problem-Solving Abilities, Problem-Solving Aptitude, Audit Reporting, Multitasking, Data Analysis, Relationship Building, Program Evaluation, Analytical Skills, Teamwork and Collaboration, Interpersonal Skills, Troubleshooting, Technical Support, Customer Service, Communication, Skills: Troubleshooting, Problem-Solving, Time Management, - Team Leadership - Process Optimization - Workflow Management - Supervisory Training - Customer Satisfaction Enhancement, Operating Systems, Attention to Detail, Networking, Patience, Technical Aptitude, Problem Solving, Technical Documentation, - Team Leadership - Process Optimization - Workflow Management - Supervisory Training - Customer Satisfaction Enhancement
- Call center management
- Quality management
- Data-driven performance assessment
- Group leadership
- Mentoring and evaluation skills
- Operational streamlining
- Exceptional customer service
- Proficient in Microsoft Office Suite
- Data-driven decision making
- Facilitation of employee training initiatives
- Proficient in conflict management
- Process optimization
- Efficiency enhancement
- KPI development and tracking
- Team collaboration
- Collaborative communication
- Prioritization and scheduling
- Problem resolution techniques
- Project coordination
- Strategic planning
- Coaching and mentoring
- Call monitoring
- Document management
- Staff motivation
- Schedule coordination
- Customer service focus
- Employee motivation
- Technical support
- Documentation expertise
- Scheduling proficiency
Accomplishments
- Supervised team of 15-25 staff members.
- Documented and resolved goal driven metrics which led to acieved company metrics.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Achieved company driven metrics by completing developed coaching with associates with accuracy and efficiency.
- Collaborated with team of 20 in the development of Scheduling Assistant meetings monthly.
Certification
- 2015
- Apple Certified | Apple | 2018
Timeline
Clinical Call Center Supervisor
Outcomes
06.2025 - 11.2025
Customer Service Specialist
Concentrix
07.2024 - 05.2025
TI iOS Supervisor
Kelly Connect
06.2016 - 06.2024
Press Room Manager
College Park Industries
10.2001 - 06.2016
High School Diploma -
Osborn High School