Summary
Overview
Work History
Education
Skills
Timeline
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Thomas James

Oklahoma City,OK

Summary

Detail-oriented and dedicated professional with a proven ability to manage multiple projects simultaneously while exemplifying professionalism in all interactions. Strong leadership qualities and a collaborative spirit foster effective teamwork across diverse backgrounds, contributing to an inclusive work environment. Results-driven with extensive experience in resolving complex customer issues and adept at implementing innovative resolution strategies that significantly enhance customer satisfaction. Committed to continuous professional growth and eager to leverage expertise in conflict resolution, communication, and process improvement within a performance-driven culture.

Overview

2026
2026
years of professional experience

Work History

Letter Finisher/Hand Sander

A.R.K. Ramos
10.2024 - Current
  • Assisted in training new finishers, ensuring proper understanding of job responsibilities and techniques for optimal performance.
  • Maintained a clean work environment, promoting a positive atmosphere conducive to high-quality output.
  • Demonstrated strong attention to detail when performing intricate finishing tasks on complex products or designs.
  • Utilized various hand tools and equipment effectively, ensuring precision in all aspects of the finishing process.
  • Provided guidance, assistance and training to employees when needed.
  • Reviewed time sheets and work orders.
  • Collaborated with team members to meet quotas and maintain consistent productivity levels.
  • Completed projects within established deadlines while maintaining stringent quality standards throughout the work process.
  • Observed manufacturer's safety procedures and corporate standards for pouring and finishing.
  • Upheld strict adherence to regulatory guidelines regarding hazardous materials handling, ensuring the safety of self and coworkers.
  • Increased workplace safety through diligent adherence to company policies and procedures.

Customer Service Agent

Costco Service Center
11.2023 - 11.2024
  • Handle variety of calls from customers
  • Trained in ECom and Logistics
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
  • Addressed customer account discrepancies and concerns.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.

Resource Planning Analyst

T-Mobile Customer Experience Center
01.2018 - 01.2023
  • Partner with community leaders to manage the productivity, profit and loss of call center communities.
  • Analyze business processes and workflows to support quality customer interactions.
  • Constant analysis of current staffing levels to ensure community is staffed properly, both long-term and short-term.
  • Manage queues to ensure optimal occupancy and agent availability.
  • Drive community and site productivity and efficiency metrics.
  • Develop and maintain reporting on various productivity indicators and present findings to community leaders.
  • Developed and implemented resource planning strategies for optimal workforce distribution.
  • Maximized cost savings by conducting regular reviews of allocated resources against changing business needs and adjusting plans accordingly.
  • Handle escalated customer issues
  • Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
  • Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
  • Streamlined escalation processes for quicker issue resolution and improved customer experience.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly.
  • Established a comprehensive knowledge base for reference during the escalation process, resulting in increased efficiency and accuracy in case resolutions.
  • Handle customer troubleshooting calls
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

Call Center Escalations Manager

  • Handle escalated customer issues
  • Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
  • Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
  • Streamlined escalation processes for quicker issue resolution and improved customer experience.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly.
  • Established a comprehensive knowledge base for reference during the escalation process, resulting in increased efficiency and accuracy in case resolutions.

Education

Associates Degree - Auto CADD

ITT Tech
01.2009

General Studies - undefined

Northwestern OSU, Northwestern Oklahoma A&M
01.1998

Skills

  • Strategic development
  • Analytical problem solving
  • Client support
  • Innovative project development
  • Administrative support
  • Proficient in Microsoft Office
  • Proficient in IEX scheduling software
  • Proficient in Verint scheduling software

Timeline

Letter Finisher/Hand Sander

A.R.K. Ramos
10.2024 - Current

Customer Service Agent

Costco Service Center
11.2023 - 11.2024

Resource Planning Analyst

T-Mobile Customer Experience Center
01.2018 - 01.2023

General Studies - undefined

Northwestern OSU, Northwestern Oklahoma A&M

Call Center Escalations Manager

Associates Degree - Auto CADD

ITT Tech

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Thomas James