THOMAS O'CON
Garland,Texas
Summary
In this growing world of automated customer service driven businesses, I strive to stay disciplined. I have stood in a supervisory role, training coordinator position, coach/mentor and a customer service representative driven environment; the essential keys to my success have always been due to my professional proactive persona to take initiative. It is a collaboration of team effort motivated by new ideas, generated by company standards, that accomplishes the growing client relationship. I draw in my skills from every previous employer to maximize the work environment to its full potential. I protect the integrity of the hard working employee and demonstrate honorable work ethics to ensure low company turn-around. I look to find my place in a management position role with your prestigious company that can promise growth and compliment my desire to illuminate customer service to an entirely different level that automated systems cannot provide.
Overview
21
21
years of professional experience
1
1
Certification
Work History
CADD Draftsman-Fleet Manager-Payment Research
GSEI-Group Horizon
05.2020 - 09.2021
- Assisted HR Manager and management in any area that needed assistance from accounting, bookkeeping, payment posting, payment research, database rebuilding to Fleet Management
- I worked 2 days a week in the Office at the Richardson location doing this and would work in the Dallas Office 3 days a week as a Cad Draftsman and the office manager
Office Manager-CADD Draftsman
Group Structural Engineers
04.2015 - 01.2020
- Responsible for answering all incoming calls, accounting-payment research & bank deposits, collections, filing, updating all forms and documents
- Assist engineers with shop drawings, proofreading and copying
- Drawing all details that are needed and updating all drawings according to mark-ups from engineers
Investigator Skip Tracer Agent
Investigations and Intelligence
07.2014 - 03.2015
- Conduct background investigations of individuals, and make contact with the debtor, co-debtor and in some cases, 3rd parties
- Responsible for managing a queue of delinquent accounts that are past due and taking some inbound calls
- The main job function is to make contact with customers and through the negotiation of payment arrangements to bring the account current while complying with internal policy and procedures
- Additional duties include, locating the vehicle and repossession management including the assignment and follow up of the repossession process
Customer Service Supervisor
Zerorez
04.2013 - 07.2014
- Responsible for the day-to-day operations of the call center
- Ensure call center specialist processes calls effectively and efficiently
- Assist in scheduling new appointments and creating new accounts
- Coach new employees in call center demeanor
- Answer all escalated calls and all Hispanic Calls
- Produce and achieve a goal setting atmosphere
Customer Service Specialists II
Bank Of America
05.2009 - 07.2011
- Investigate fraud claims, missing payments/payment research, servicing of home loans and home equity lines of credit
- Assist and provide customers with referral based programs for affordable housing
- Follow up with client requests
- Administration knowledge on taxes, insurance, escrow, collections, foreclosures, and all aspects of mortgages
Customer Service Specialist I
Countrywide Home Loans
03.2006 - 05.2009
- Trainer, Coach, Team Leader up to Supervisor
- Assisted in training new hires
- Multi-tasked in a high pressure atmosphere with diligence and calm report
- Monitored high volume calls and de-escalating client issues
- Processed mortgage payments and creating escrow accounts
- Assist and educate new homeowners on all aspects of a mortgage and or a home equity line of credit
Customer Service Supervisor
MetroOne Telecommunications
07.2000 - 08.2005
- Responsible for running a 24 hour/7 day a week call center
- I worked directly under the Call Center Manager
- I interviewed new reps
- They were hired and I also trained them when the Trainer had more than one class to train
- I monitored the majority of all representatives for incentives as well as to identify and make changes that were necessary
- This was a fast paced call center with over 250 employees and I was one of 2 supervisors that is bilingual, therefore, I was responsible for more than 50% of bilingual calls and majority of the escalated calls were transferred to me
- We provided directory assistance to customers that had AT&T, Sprint, Nextel, Alltel, US Unwired, and Boost cellular phones that called directory assistance
- We also made Hotel Reservations, Restaurant Reservations, provided Movie Listings, Stock Prices, Driving Directions for cellular customers that purchased call directory assistance
- I was responsible for setting up the representatives' work schedules, break schedules and any ongoing training they needed
Education
Associate of Arts - Business
Sam Houston State University
Huntsville, TX05-1994
Skills
- Data Entry
- Accounts Receivable
- Multi-line Phones System Efficient
- Purchasing
- Invoice Formulation
- Mortgage and Tax Interpreter
- Escrow Assistance and Education
- Structural Drafting
- Detail Oriented
- AutoCAD proficiency
- CAD documentation
References
Upon Request
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Certification
- Business Computer Technology
- Terminal System Operator OJT TEC
- CAD
Timeline
CADD Draftsman-Fleet Manager-Payment Research
GSEI-Group Horizon
05.2020 - 09.2021
Office Manager-CADD Draftsman
Group Structural Engineers
04.2015 - 01.2020
Investigator Skip Tracer Agent
Investigations and Intelligence
07.2014 - 03.2015
Customer Service Supervisor
Zerorez
04.2013 - 07.2014
Customer Service Specialists II
Bank Of America
05.2009 - 07.2011
Customer Service Specialist I
Countrywide Home Loans
03.2006 - 05.2009
Customer Service Supervisor
MetroOne Telecommunications
07.2000 - 08.2005
Associate of Arts - Business
Sam Houston State University
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