Thomas Thompson
Spruce Pine
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
26
26
years of professional experience
Work History
Customer Service Manager
Sunshine Homes
Red Bay
11.2022 - 04.2025
- Supervised daily operations of customer service team to ensure effective support.
- Developed training programs for new staff to enhance service skills.
- Coordinated schedules and shifts for customer service representatives efficiently.
- Resolved escalated customer complaints with effective problem-solving techniques.
- Analyzed service trends to identify areas for process improvement and efficiency.
- Collaborated with marketing team to align promotions with customer needs.
- Implemented new service computer software
- Improved BBB rating from F to A+
Customer Support Specialist
Deer Valley Home Builders
Guin
01.2021 - 11.2022
- Assisted customers with product inquiries and issue resolution.
- Managed customer accounts and updated information in the system.
- Analyzed feedback to identify areas for service enhancement.
- Coordinated with technical teams to troubleshoot product issues effectively.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
Manufacturing Operations Manager
Platinum Homes
Lynn
08.2018 - 02.2020
- Trained team members on safety protocols and operational procedures.
- Implemented quality control measures to ensure product standards were met.
- Collaborated with design teams to integrate client specifications into builds.
- Ensured compliance with all safety regulations in the workplace.
- Monitored production activities to ensure compliance with safety regulations.
- Evaluated employee performance regularly, taking corrective action when necessary.
General Manager
Clayton Supply
Haleyville
01.2017 - 08.2018
- Oversaw day-to-day operations to ensure smooth workflow and efficiency.
- Managed inventory levels and coordinated supply chain logistics effectively.
- Trained and supervised staff to maintain high performance standards.
- Collaborated with vendors to negotiate contracts and improve procurement processes.
- Conducted regular performance evaluations to identify training needs for team members.
- Resolved customer complaints swiftly to maintain satisfaction and loyalty.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Created schedules and monitored payroll to remain within budget.
National Sales Manager
Baymont Bathware
Golden
09.2007 - 01.2017
- Developed national sales strategies to enhance market presence and revenue growth.
- Led cross-functional teams to execute product launches and promotional campaigns.
- Analyzed market trends to identify new sales opportunities and competitive threats.
- Collaborated with regional managers to align sales objectives and initiatives.
- Trained and mentored sales representatives on best practices and customer engagement.
- Established relationships with key clients to foster long-term business partnerships.
- Established KPI targets for individual team members as well as overall team performance.
- Determined annual unit and gross-profit plans by implementing marketing strategies and analyzing trends and results.
- Coached team members on building relationships with customers and closing deals.
- Gave sales presentations, negotiated contracts and promoted services to customers.
Customer Service Manager
Champion Home Builders
Guin
02.2005 - 09.2007
- Supervised daily operations of customer service team to ensure effective support.
- Developed training programs for new staff to enhance service skills.
- Coordinated schedules and shifts for customer service representatives efficiently.
- Resolved escalated customer complaints with effective problem-solving techniques.
- Analyzed service trends to identify areas for process improvement and efficiency.
- Collaborated with marketing team to align promotions with customer needs.
Director of Customer Service/Senior SAP Consultant
Cavalier Home Builders
Addison
05.1999 - 09.2005
- Evaluated contractor performance to ensure quality standards were met.
- Developed training programs to enhance staff skills and knowledge base.
- Recruited, trained, supervised, evaluated and mentored staff members.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Developed policies and procedures to ensure compliance with corporate standards.
- Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
- Designed SAP module to fit Manufactured Housing needs and data
- Implemented and trained SAP users across 12 manufacturing facilities
- Maintained SAP processes company wide
Education
High School Diploma -
Phil Campbell High School
Phil Campbell, AL05-1983
Some College (No Degree) - Business Administration And Management
Northwest Community College
Phil Campbell, ALSkills
- Customer relationship management
- Process improvement
- Performance evaluation
- Strategic planning
- Team building and leadership
- Management of remote employees
- Expertise in sales
- SAP Consulting
- Account management
Timeline
Customer Service Manager
Sunshine Homes
11.2022 - 04.2025
Customer Support Specialist
Deer Valley Home Builders
01.2021 - 11.2022
Manufacturing Operations Manager
Platinum Homes
08.2018 - 02.2020
General Manager
Clayton Supply
01.2017 - 08.2018
National Sales Manager
Baymont Bathware
09.2007 - 01.2017
Customer Service Manager
Champion Home Builders
02.2005 - 09.2007
Director of Customer Service/Senior SAP Consultant
Cavalier Home Builders
05.1999 - 09.2005
High School Diploma -
Phil Campbell High School
Some College (No Degree) - Business Administration And Management
Northwest Community College
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