Thomas Rudd

• Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
• Cultivated warm relationships with regular customers.
• Worked with POS system to place orders, manage bills and handle complimentary items.
• Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
• Explained menu items and suggested appropriate options for food allergy concerns.
• Used slow periods to restock supplies, ice, trays and delivery bags.
• Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
• Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.

• Cleaned vehicle regularly to maintain professional appearance.
• Delivered goods and products to customer on time and in excellent condition (~100 orders/week).
• Inspected vehicle before and after trips to identify maintenance needs and handle regular upkeep.
• Minimized liability by consistently following road rules when driving.
• Adapted and adhered to the most current health guidelines to ensure maximum safety for each customer.
• Utilized self- and time-management skills to create personalized weekly schedules; remained accountable for all hours chosen.
• Adhered to state and federal regulations regarding age-restricted purchases.

Customer Excellence

• Specialized in handling claims for VIP & Family Office Practices (top-tier clients).
• Became the dedicated examiner to handle all claims from the Daniel & Henry Agency in Saint Louis, encapsulating many of Chubb's longtime legacy accounts.
• Received unsolicited customer compliments and maintained a 100% Customer Satisfaction rating over a 2+ year period, resulting in multiple customer service awards from the Auto Department.
• Coordinated with all necessary vendors to reach the most time- and cost-effective resolution for each unique claim.
• Contributed to the success of the Auto Department, making Auto the recipient of the top department distinction award in 2021.

Versatility

• Guided first- and third-party clients through the automobile claims process.
• Cross-trained to handle Arbitration claims disputes and Total Loss claims
• Fielded overflow calls for peers to ensure exceptional service was provided to every client, regardless of which examiner was assigned to a specific claim.
• Assisted the Recreational Marine claims department with overflow claims during the busy boating season.

Collaboration

• Employed active listening and empathy to diffuse stressful client situations.
• Led multiple team meetings to discuss quality results, opportunities for improvement and methods of boosting morale.
• Mentored a teammate through peer-to-peer coaching to increase productivity and quality results.
• Contributed to the active engagement and deployment of the internal Customer Service and Chubb Pride Committees, fostering a culture of diversity and inclusion in the office and throughout the company.

*Employed 09/2018 - 01/2019 as contractor

Customer Service

• Managed customer orders in-store and via drive-thru in a timely manner, ensuring accuracy in food and beverage preparation.
• Worked one-on-one with customers to provide in-depth details of product offerings and accurately order custom cakes.
• Diffused customer complaints to ensure any undesirable experience was properly addressed and resolved.

Operations Management

• Effectively managed orders for paper products, food supplies and daily product pan-ups to minimize product waste and increase the bottom line.
• Partnered with fellow managers to provide support to other locations during staffing shortages.
• Managed hiring process - candidate selection, interviews and onboarding.

Customer Excellence

• Received three management promotions in two years, beginning as a sales associate and ending as a Co-/Visual/Assistant Store Manager.
• Assisted in the first local Outlet store grand opening, and the store remodel process for the Saint Louis Galleria.
• Contributed to the success of the South County location and its Certification as a Center of Excellence regional training store in 2015.
• Invited by the Executive Vice President of Express Stores to speak at the 2015 Holiday Leadership Conference, in recognition of outstanding customer service work and store experiences.

Operations Management

• Oversaw day-to-day operations throughout the store, including payroll, customer engagement and sales.
• Maintained cleanliness standards and employee break schedules, shipment intake and processing, reduced store shrink (% of damaged or stolen merchandise) and efficiently completed store opening and closing duties.
• Provided in-person and phone support to customers to resolve questions, concerns and other issues regarding product offerings and store experiences.
• Planned and facilitated monthly store sets to remerchandise product within updated company guidelines and allotted payroll budgets.

Collaboration

• Motivated and inspired sales leaders and associates to deliver an elevated customer experience.
• Supervised stores of 15-35 employees, including hiring, onboarding and in-the-moment coaching.
• Led multiple Holiday store meetings to energize and prepare the team for the Black Friday and Holiday experience.