Thomas McVey
Clearwater,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Thorough Customer Retention Specialist with 10+ years of experience working in financial industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Qurate Retail
10.2021 - 08.2025
- 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.
- Managed multiple software programs simultaneously.
Specialized Negotiator
Consumer First Financial Services
08.2015 - 09.2021
- Negotiated collective bargaining agreements.
- Identify to resolve potential accounts
- Outbound and Inbound call handling
- Record and Update consumer accounts.
- Direct consumer contact and counseling.
- Handled individual database of over 400 clients.
- Created company revenue more than $1,000,000.00.
- Used accounting software to prepare weekly and monthly financial reports.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Directed clients to appropriate accountants, answered phone calls, and replied to office emails for excellent customer service.
Customer Service/Retention Consultant
PlanFirst Financial Solutions
06.2008 - 06.2011
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Completed daily cold calling and outreach to build a sales pipeline.
- Escalated concerns or advanced problem calls to management staff.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Assisted with training and orientation of new employees.
- Troubleshoot problems for callers and helped independently resolve common issues.
- Answered calls, took messages, and transferred calls to correct individuals.
- Overcame objections using friendly, persuasive strategies.
- Opened new accounts and documented personal, demographic, and payment information in the system. Handled in excess of 300 incoming calls per day.
Customer Service/Sales Manager
American No Debt
06.2005 - 06.2008
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Improved customer service initiatives by streamlining sales and order management processes.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
- Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.
- Broadened strategic business plans to promote growth and sales goals while managing 12+ agents and building long-lasting customer relationships.
Education
High School Diploma -
Accotink Academy
Springfield, VA05.1988
Skills
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Multitasking and Prioritization
- Fast Learner with wide range of practical skills
- Strong organizational skills
- Creative problem solver
- Developed listening skills
- Proficient with technology, especially computers, software applications and multi-line phone systems
- Customer Account Management
- Data Entry and Maintenance
- Excellent verbal and written communication with strong interpersonal skills
Accomplishments
- Performed an average of 80 follow-up phone calls per day to discover customer needs and desires regarding product development, use and assistance.
- Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
- Ensure customers were satisfied with company products and services by doing purchase follow up calls.
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Assisted in the managing of company database and verified, edited and modified members information
- Reduced employee turnover by 10%
- Served as a key contributing member of the leadership team.
Timeline
Customer Service Representative
Qurate Retail
10.2021 - 08.2025
Specialized Negotiator
Consumer First Financial Services
08.2015 - 09.2021
Customer Service/Retention Consultant
PlanFirst Financial Solutions
06.2008 - 06.2011
Customer Service/Sales Manager
American No Debt
06.2005 - 06.2008
High School Diploma -
Accotink Academy
CONTACT
- Address: Clearwater, FL 33756
- Phone: (727) 204-7242
- Email: thomasmcvey@aol.com
Similar Profiles
Annette MayAnnette May
Customer Service Specialist at Qurate RetailCustomer Service Specialist at Qurate Retail
Morgan BalashMorgan Balash
Customer Service Representative at Qurate RetailCustomer Service Representative at Qurate Retail
Qzuanita ThomasQzuanita Thomas
Customer Service Representative at Qurate RetailCustomer Service Representative at Qurate Retail
ADAM HAVERLYADAM HAVERLY
Territory Director at HealthTrackRxTerritory Director at HealthTrackRx
Levi HennesseyLevi Hennessey
Registrar at Mease Countryside Emergency DepartmentRegistrar at Mease Countryside Emergency Department