Thomas Thompon
Spruce Pine,AL
Summary
Dynamic Customer Service Manager with a proven track record at Sunshine Homes, enhancing customer satisfaction and loyalty. Skilled in problem-solving and relationship building, I improved the BBB rating from F to A+ while training teams to excel in performance. Proficient in SAP software, I drive results through effective decision-making and mentorship.
I have experience in supply negotiations and inventory control.
Have maintained relationships with businesses from Mom & Pop locations to Fortune 500 Companies
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Sunshine Homes
11.2022 - 04.2025
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Improved the BBB Rating from F to A+
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Service Lead
Deer Valley Home Builders
01.2021 - 11.2022
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
General Manager
Baymont Furniture
02.2020 - 01.2021
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
Manufacturing Operations Manager
Platinum Homes
08.2018 - 02.2020
- Implemented safety protocols in the workplace to maintain employee well-being and reduce accidents or injuries.
- Improved production efficiency by streamlining manufacturing processes and implementing lean management techniques.
- Monitored production schedules closely, facilitating rapid responses to changes in demand or market conditions.
- Enhanced product quality through regular monitoring, evaluations, and adjustments to manufacturing protocols.
General Manager
Clayton Supply
01.2017 - 08.2018
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
National Sales Manager/General Manager
Baymont Bathware
09.2007 - 01.2017
- Negotiated and closed agreements with large customers and monitored and analyzed performance metrics.
- Attended events, training seminars, and manufacturer product showcases.
- Achieved consistent year-over-year growth in both revenue generation and territory expansion through strategic planning and execution.
- Met with customers to give sales presentations, negotiate contracts and promote services.
- Built Relationships with multiple customers across the Southeast.
- Delivered comprehensive sales presentations, showcasing the company''s products and services to secure new business contracts.
Education
Business Administration And Management
Northwest Community College
Phil Campbell, ALSkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Relationship Building
- SAP Software
- Decision-making
- Training and mentoring
Timeline
Customer Service Manager
Sunshine Homes
11.2022 - 04.2025
Customer Service Lead
Deer Valley Home Builders
01.2021 - 11.2022
General Manager
Baymont Furniture
02.2020 - 01.2021
Manufacturing Operations Manager
Platinum Homes
08.2018 - 02.2020
General Manager
Clayton Supply
01.2017 - 08.2018
National Sales Manager/General Manager
Baymont Bathware
09.2007 - 01.2017
Business Administration And Management
Northwest Community College
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