Thomas Pryor
Leland
Summary
Dynamic professional with extensive experience at Verizon, excelling in customer support and technical troubleshooting. Proven ability to enhance operational efficiency through advanced SQL skills and exceptional problem-solving. Recognized for achieving high customer satisfaction rates while fostering strong relationships with stakeholders and driving successful project implementations.
Overview
19
19
years of professional experience
Work History
North Carolina Magistrate Judge – District 15
08.2025 - 02.2026
- Presided over civil disputes involving claims up to $10,000, including landlord-tenant summary ejectment proceedings.
- Performed civil marriage ceremonies in accordance with applicable laws and procedures.
- Issued search warrants, arrest warrants, and criminal summons; conducted initial appearances; and set bail and pretrial release conditions for defendants.
- Evaluated petitioners’ testimonies in involuntary commitment proceedings to assess the necessity for respondent hospitalization.
Nutrition Support Representative
EMS Linq
12.2023 - 08.2025
- Applied strong problem-solving skills and attention to detail to consistently meet service level agreements (SLA), contributing to sustained 98% customer satisfaction rate.
- Resolved over 160 cases monthly, providing timely solutions to customer issues and inquiries.
- Documented workflows and troubleshooting guides to streamline processes, reducing onboarding time for new employees and enhancing efficiency for team members.
- Designed and implemented quick reply functionality within Salesforce, enhancing user communication efficiency by providing rapid responses to common inquiries.
Digital Support for Registration Gateway
EMS Linq
12.2020 - 12.2023
- Provided expert technical support via phone and through Salesforce by ensuring continuous access to resources for users while achieving a leading customer service satisfaction rate.
- Conducted advanced troubleshooting using SQL servers, ensuring timely customer resolution and satisfaction.
- Facilitated student applications ensuring smooth transactions and 100% compliance with federal regulations.
- Maintained school districts' official websites using CSS and HTML, tailoring content for specific audiences and enhancing user experience.
- Created detailed documentation for IT procedures, improving training materials for internal customers.
Customer Support for Nutrition, Meals Plus
EMS Linq
03.2019 - 12.2020
- Managed relationships with key stakeholders and forged partnerships with school administration using Zendesk.
- Developed and maintained advanced knowledge through personal development, completing training and skill-building practices to better assist internal and external customers.
- Managed multiple customer interactions to resolve issues and enhance the customer experience through effective communication while maintaining strong performance in a remote setting.
- Implemented company software to several school districts throughout the country to successfully transition to our platforms, ensuring a smooth transition.
Voice Technical Support Level II
Verizon
07.2011 - 03.2019
- Coordinated the transfer process from customer service to technical support by providing clear guidelines and resources to team members.
- Conducted customer service boot camp for supervisors, focusing on internal frontline duties, while supporting billing inquiries, troubleshooting, and use of resources for external customers.
- Partnered with Fraud department to assist internal and external customers in validating and verifying personal information, contributing to a reduction in fraudulent accounts and identity theft.
- Specialized project to support the Core Department with our indirect and internet sales channels on activations, returns/exchanges, and account maintenance for agents, which reduced the amount of hold time and higher customer satisfaction.
- Collaborated with HQ, Field, and Center leaders in focus groups to share best practices for resource systems and processes, enhancing operational efficiency.
Specialized - Project Motorola Pilot
Verizon
02.2011 - 02.2015
- Assisted external customers with Motorola products, troubleshooting and resolving complaints to enhance customer satisfaction.
- Contributed feedback in focus groups to improve troubleshooting guides for Motorola products, enhancing accessibility for internal customers.
Specialized Project - New Hire Coach
Verizon
11.2012 - 02.2013
- Facilitated engaging onboarding for over 30 new hires, fostering a supportive culture aligned with Verizon standards.
- Mentored and coached training courses as subject matter expert, enhancing communication, problem-solving, and decision-making skills.
- Utilized tools and resources to build confidence and promote independent work while delivering exceptional customer service.
Voice Technical Support Level 1
Verizon
09.2009 - 07.2011
- Provided exceptional customer service and technical support for internal and external customers resulting in high performance month over month.
- Utilized department tools and online resources to resolve customer concerns, achieving high customer satisfaction and first call resolution.
- Troubleshot hardware and software issues to identify network/application issues, including device manager and TCP/IP configurations.
- Strengthened external client relationships and managed emergent needs effectively.
Specialized Project - Remedy
Verizon
03.2010 - 06.2010
- Specialized support team to lower incorrect trouble tickets being submitted and reduce the amount of time tickets are being responded/resolved. Resulting in the number of days to resolve to be cut in half from 7-10 days to 3-4 days and consistently being ranked no. 1 in the Northeast area for the lowest number of incorrect tickets returned.
- Facilitated training on successful trouble ticket submission, reducing incorrect ticket submissions and providing data-driven insights for coaching colleagues and supervisors.
- Collaborated with Remedy liaison on complex and long-standing tickets to achieve resolutions for internal and external customers.
Senior Customer Service Representative
Verizon
09.2008 - 08.2009
- Promptly and methodically responded to customer inquiries to identify and resolve issues with initiative and good judgement.
- Analyzed and escalated complaints, issues and grievances by partnering with different departments to ensure customer satisfaction and resolution to prevent repeat callers.
- Managed a high-volume workload with a fast-paced environment while maintaining leading metrics.
- Enhanced quality results by adhering to standards and guidelines; recommended procedures that improved service delivery.
- Recognized as overall number one representative in the Northeast Area for lowest disconnect percentage per call, September 2008.
Customer Service Representative
Verizon
05.2007 - 09.2008
- Delivered exceptional customer service by leveraging extensive knowledge of products and services while creating welcoming, positive experiences.
- Responded efficiently and accurately to customers, explaining solutions and ensuring support and value, maintaining leading performance metrics.
- Educated customers on products and services, driving team-leading sales and performance metrics.
- Displayed courteous, empathic attitude to customers, contributing to consistently high net promoter scores.
Education
B.A. - Communication Studies
University of North Carolina at Chapel Hill
01-2007
Skills
- Microsoft SQL
- Sales Force
- AWS VPN
- Cisco AnyConnect
- Global Protect
- OpenVPN Connect
- Zscaler
- FortiClient
- HTML
- Microsoft Office 365
- Excel
- Word
- PowerPoint
- Outlook
- Teams
- OneDrive
- Google Workspace
- Calendar
- Gmail
- Google Drive
- FileZilla
- DataDog
- Full Story
- GoTo Assist
- ConnectWise
- ISite
- Guru
- Wrike
- PlayVox
- Auth0
- Meals Plus v9
- Meals Plus Web
- K12 Payment Center
- Paylocity
- PayChex
- BMC Remedy
- TITAN portal
- TITAN Admin
- Vision billing system
- Mars
- Mtas
- E-Portal
- Mobile Device Management
- Apple Device Support
- Mac Support
- Accounting Software
- Billing Software
- Financial Management
- Transaction Processing
- Android
- Legal Research Tools
- Telecommunications Knowledge
- Network Technology
- Next-Gen Connectivity
- Mapping Software
- TeamViewer
- Webex
- Adobe Acrobat
- File Management
- Digital Platforms
- PDF Management
- Webex
- Lead Generation Tools
Professional Affiliations And Volunteerism
- Linq Cares, 2019, 2025
- Nourish NC and local schools, 2019, present
- Coastal Pop Warner Youth Football Coach, 2019, present
- University of North Carolina at Chapel Hill Rams Club, 2023, present
- F3, 2022, present
- Brunswick County Recreation Youth Basketball Coach, 2022, 2023
- University of North Carolina at Chapel Hill Alumni Association, 2007, present
- Relay for Life, 2011
- Verizon Volunteer, 2007, 2019
Core Business Value
- Strategic Operations
- Integrity
- Results-Driven
- Critical Thinker
- Organizational Development
- Customer Advocate
- Employee Engagement
- Accountability
Technology Experience
- Microsoft Office 365 – PowerPoint, Outlook, Excel, Word
- Microsoft Edge
- Microsoft SQL
- Teams
- AWS VPN
- Global Protect
- Cisco AnyConnect
- One Drive
- Google Suites – Slides, Docs, Sheets, Calendar, Gmail
- Google Drive
- TITAN portal
- TITAN Admin
- Meals Plus v9
- Meals Plus Web
- K12 Payment Center
- Paylocity
- PayChex
- Full Story
- DataDog
- Sales Force
- GoTo Assist
- ConnectWise
- ISite
- Guru
- Wrike
- PlayVox
- Auth0
- HTML
- FileZilla
- FortiClient
- OpenVPN Connect
- Palo Alto
- Prostege SQL
- TeamViewer
- Zscaler
- Skype
- Slack
- Windows
- Android
- IOS
- MacOS
- Acss
- Vision billing system
- Mars
- Mtas
- BMC Remedy
- LexisNexis
- CDMA
- 4G/LTE
- 5g
- Verizon Maps
- Infomanager
- Ewarants
- Odyessey
- Efile & Server
- E-Portal
- Adobe Acrobat
- Webex
- CJLeads
Work Preference
Work Type
Full TimePart TimeSalary Range
$45000/yr - $200000/yrTimeline
North Carolina Magistrate Judge – District 15
08.2025 - 02.2026
Nutrition Support Representative
EMS Linq
12.2023 - 08.2025
Digital Support for Registration Gateway
EMS Linq
12.2020 - 12.2023
Customer Support for Nutrition, Meals Plus
EMS Linq
03.2019 - 12.2020
Specialized Project - New Hire Coach
Verizon
11.2012 - 02.2013
Voice Technical Support Level II
Verizon
07.2011 - 03.2019
Specialized - Project Motorola Pilot
Verizon
02.2011 - 02.2015
Specialized Project - Remedy
Verizon
03.2010 - 06.2010
Voice Technical Support Level 1
Verizon
09.2009 - 07.2011
Senior Customer Service Representative
Verizon
09.2008 - 08.2009
Customer Service Representative
Verizon
05.2007 - 09.2008
B.A. - Communication Studies
University of North Carolina at Chapel Hill