Thomas Washington
Aurora,CO
Summary
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
32
32
years of professional experience
Work History
Sortation Associate
Amazon
12.2021 - Current
- Scan and sort packages in preparation for customer delivery
- Supported warehouse operations with manual loading, unloading, and palletizing of packages.
- Maintained a safe work environment through proper handling of packages and equipment.
- Increased productivity by working collaboratively with team members to meet deadlines.
- Ensured accurate package delivery with attention to detail in labeling and scanning processes.
- Streamlined workflow by keeping work area organized and free from obstructions during shifts.
- Demonstrated adaptability by cross-training in various roles within the sortation center as needed.
Supervisor, Requester Services
MRO Corporation
09.2021 - 08.2022
- Oversaw team of 15 Requester Services Specialists
- Responsible for issue resolution, coordination, oversight
- Analyze reports related to call performance metrics
- Ensure strong knowledge of HIPAA regulations
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Call Center Supervisor
TekSystems
05.2020 - 05.2021
- Supervised team of contact tracing units
- Coached staff on achieving contact tracing goals
- Offer performance feedback
- Coordinated schedules and provide daily remote supervision
- Triaged and escalate issues from case investigators and contact tracers
- Enforced all policies, procedures and communicate process changes to team
- Quality control of agent calls and case entries
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
Customer Service Representative III
HistoryMaker Homes, Inc.
05.2019 - 01.2020
- Served as point of contact for homeowner warranty concerns
- Conducted homeowner assessments
- Managed subcontractors to ensure all warranty repairs completed within company guidelines
- Determine trade accountability for back charges and purchase orders
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Care Manager 1
Pulte Group, Inc.
10.2017 - 04.2019
- Conducted in-person homeowner assessments
- Determined if a corrective work order was required
- Lead root-cause analysis
- Managed subcontractors to completion of service requests to customers’ satisfaction
- Established and maintain positive customer relationships
- Determined trade accountability for back charges and purchase orders
Supervisor – Call Center
Maximus Federal Services, Inc.
06.2015 - 02.2017
- Provided leadership to team of 14 to 16 customer service representatives processing healthcare and additional services within the Veteran’s Choice Program
- Ensured contractual obligations were met by identifying, recommending, and developing improvement strategies through evaluation of staff and project performance measures
- Maintained information integrity and that HIPAA guidelines were met
- Conducted performance management and coaching sessions
- Handled escalated customer calls, ensuring complete customer satisfaction
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
AVP/Technical Support Supervisor
Iqor
04.2014 - 01.2015
- Managed day-to-day operations of assigned team
- Coached and trained agents to consistently meet and exceed First Call Resolution and Customer Satisfaction metrics
- Provided direction for the resolution of escalated customer contacts
- Monitored agent call quality via remote and side-by-side methods
- Tracked average handle time and schedule adherence using Avaya CMS
Customer Service Supervisor
Cunningham Lindsey
03.2012 - 10.2013
- Maximized the performance of eight customer service analysts to ensure exceptional service quality
- Provided training and support for team members
- Implemented process improvements to measure analyst and department performance
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
Call Management Coordinator
Diebold, Inc.
02.2011 - 02.2012
- Maintained service level agreements by monitoring the real time operation of the call management database
- Maximized productivity of service technicians by routing technicians within assigned work zones
- Determined call urgency and scheduled appropriately with service technicians, business team and customers
- Increased overall efficiency with meticulous organization, scheduling, and resource allocation.
Supervisor
United Parcel Service
11.2005 - 02.2011
- Managed team of 12 package handlers
- Directed and monitored employee performance
- Generated and analyzed operational reports
- Sorted packages by destination to ensure timely delivery to UPS customers
- Verified proper labeling on all packages
Credit Analyst
Advance Business Capital
08.2005 - 10.2005
- Prepared credit write-ups for management approval, made decisions regarding credit limits, obtained requisite credit information for initial debtors
- Ordered UCC (letters of credit), liens, and judgment searches
- Prepared invoice-scheduling reports
Customer Service Supervisor
Chart One, Inc.
07.2004 - 02.2005
- Managed team of 10 customer service representatives
- Met service level agreements by monitoring daily call operations and daily staffing activities
- Safeguarded and protected the patient’s right to privacy by ensuring only authorized individuals had access to the patient’s medical information (HIPAA - Health Insurance Portability and Accountability Act)
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Business Process Analyst
Verizon Communications
02.2000 - 11.2003
- Served as a liaison between internal customers, the client account and other support groups to identify business, system, and product requirements
- Led requirements gathering teams, collecting data from clients to create a concise set of system requirements
- Coordinated on-time delivery of assigned projects, worked with technical and functional experts to gather /analyze business requirements, and researched, identified, developed solutions to customer concerns
Customer Contact Supervisor
Customer Contact Supervisor
06.1997 - 01.2000
- Managed team of 20-30 customer sales associates in sales and quality standards of performance
- Managed daily staffing activities to ensure call answer times were achieved as established by the PUC
- Ensured schedule compliance to meet customer demands
- Processed absence control reports and training schedules
- Boosted team performance by conducting regular coaching sessions, sharing best practices, and providing constructive feedback.
- Demonstrated strategic thinking by anticipating future call center needs and proactively implementing solutions to improve overall efficiency and effectiveness.
- Collaborated with cross-functional teams to identify root causes of customer concerns and implemented targeted solutions for improved service quality.
- Optimized workforce management strategies by utilizing data-driven insights to schedule staff effectively during peak periods, reducing wait times for customers.
Customer Service Supervisor
Sprint Communications
08.1992 - 05.1997
- Oversaw team of 10-15 customer service representatives
- Monitored daily staffing activities to ensure call answer times were achieved as established by the PUC
- Resolved escalated customer complaints and issues
Education
Master of Business Administration -
Amberton University
Bachelor of Arts - Business Administration
Minot State University
Skills
- Package handling
- Sorting Accuracy
- Warehouse Safety
- Staff Development
- Problem-Solving
- Time Management
- Team Building and Leadership
- Training and mentoring
- MS Office
- Call Monitoring
- Customer Relationship Management (CRM)
- Quality Assurance
- Call Center Operations
- One Call Resolution
Timeline
Sortation Associate
Amazon
12.2021 - Current
Supervisor, Requester Services
MRO Corporation
09.2021 - 08.2022
Call Center Supervisor
TekSystems
05.2020 - 05.2021
Customer Service Representative III
HistoryMaker Homes, Inc.
05.2019 - 01.2020
Customer Care Manager 1
Pulte Group, Inc.
10.2017 - 04.2019
Supervisor – Call Center
Maximus Federal Services, Inc.
06.2015 - 02.2017
AVP/Technical Support Supervisor
Iqor
04.2014 - 01.2015
Customer Service Supervisor
Cunningham Lindsey
03.2012 - 10.2013
Call Management Coordinator
Diebold, Inc.
02.2011 - 02.2012
Supervisor
United Parcel Service
11.2005 - 02.2011
Credit Analyst
Advance Business Capital
08.2005 - 10.2005
Customer Service Supervisor
Chart One, Inc.
07.2004 - 02.2005
Business Process Analyst
Verizon Communications
02.2000 - 11.2003
Customer Contact Supervisor
Customer Contact Supervisor
06.1997 - 01.2000
Customer Service Supervisor
Sprint Communications
08.1992 - 05.1997
Bachelor of Arts - Business Administration
Minot State University
Master of Business Administration -
Amberton University
Similar Profiles
Christopher BunnyChristopher Bunny
Amazon Warehouse Associate at AmazonAmazon Warehouse Associate at Amazon
Jason DessaintJason Dessaint
L6 Store Manager at AmazonL6 Store Manager at Amazon
Harmanjot KaurHarmanjot Kaur
Warehouse Worker at AmazonWarehouse Worker at Amazon
Nicholas JimenezNicholas Jimenez
Environmental Health and Safety at AmazonEnvironmental Health and Safety at Amazon
JOSHUA BROWNJOSHUA BROWN
Network Engineer at SAICNetwork Engineer at SAIC