Summary
Overview
Work History
Education
Skills
Timeline
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Tommy Ross

Durango,CO

Summary

15 years progressive professional experience in developing, coordinating, and managing multiple projects simultaneously. Proven ability to maintain confidential information in fast-paced environment. Proficient in English, with considerable experience working with people from diverse backgrounds.

Overview

15
15
years of professional experience

Work History

Premier Service Consultant

AT&T
01.2023 - 02.2024
  • Inbound sales representative.
  • Providing a specialty of Transfer of Billing Responsibility.
  • Processing and educating customer about their billing and solving any issues related.
  • Assist customers with technical support.
  • Provide superior customer service assuring customer had all of their telecommunications needs taken care of.
  • Provided exceptional support to customers, resulting in a significant decrease in complaint rates.

Chief Operating Officer

JTI Drug & Alcohol Testing
08.2021 - 01.2023
  • Maintained high levels of vigilance while monitoring multiple patients simultaneously, ensuring prompt identification of any changes in condition.
  • Mentored junior staff members on proper monitor usage techniques and troubleshooting strategies for common issues encountered during daily operations.
  • Utilized advanced software applications for efficient data management and analysis, contributing to improved overall workflow efficiency.
  • Contributed to the development of monitoring policies and procedures, promoting a standardized approach across all units.
  • Provided mental, emotional and physical support to clients with special needs using positive reinforcement.
  • Maintained strict compliance with all relevant regulatory guidelines and industry standards to uphold the integrity of patient monitoring processes.

Consumer Loan Officer

TBK Bank
02.2020 - 08.2021
  • Provide consumer loan, deposit and money management services to members.
  • Approve or deny loans based on authority following guidelines, policies and procedures.
  • Consistently educate members about their financial choices.
  • Appropriately analyzes their needs, and recommends appropriate financial products and services.
  • Deepen the lending relationship by providing members with an overview of other financial products and services available through product options.
  • Refer potential opportunities with a seamless hand-off.
  • Take initiative to open accounts to support the growth of new checking accounts, credit cards, deposits, loans and Wealth Management leads.

Float Client Service Associate

TBK Bank
09.2019 - 02.2020
  • Provides exceptional customer service by standing to welcome the customer, using the customer's name, taking responsibility for the customer, thanking the customer by name and exceeding the customer's expectations.
  • Continues to build relationships with current customers to maintain goodwill and gain additional business.
  • Capable of recognizing, responding and or referring sales opportunities.
  • (Accounts, Credit Cards, Loans, etc.) - Actively participates in meeting retail branch goals and events.
  • Actively participates in daily branch huddles and weekly branch meetings.
  • Performs all customer transactions and inputs them into the computer system in accordance with established procedures.
  • Cashes checks, receives cash for deposit, verifies amounts, verifies customer balances and examines checks for appropriate signatures and endorsements.
  • Places holds on accounts for uncollected funds in accordance with regulations.
  • Monitors customer account activity and transactions in order to identify possible fraud.
  • Responsible for balancing currency, coin, and checks in cash drawer at end of shift in comparison to such as Stop Payments, Debit Card Orders/Reorders, Debit Card Disputes, IRAs, Heath Savings Accounts, Wire computer totals.
  • Maintains appropriate cash levels in teller drawer in accordance with the security policy.
  • Complied with the Teller Over and Short Procedure.
  • Processes savings bonds, branch capture, cashier's checks, and other items based on branch.
  • Allows customers access to safe deposit boxes following specified procedures.
  • Capable of assisting tellers with balancing daily transactions.
  • Assisted in balancing vault.
  • Profiles new and existing customers to better serve their financial needs; informs and advises customers of appropriate bank products/services that will make their life easier, save them time, or save them money.
  • Prepares and compiles new customer information in accordance with the banks CIP and Know your Customer policies.
  • Opens new accounts; ensures completeness and accuracy of documentation including scanning into the system, and timely follow up on missing or incomplete documents.
  • Successfully complete Account/File Maintenance with proper documentation.
  • Help customers with items Transfers, Directo-a-Mexico.

Self-Employed

Health & Wellness Coaching Positive Pulse Pro
09.2015 - 09.2019
  • Collaborate with sales teams to understand customer requirements, to promote the sale of company products, and to provide sales support.
  • Plan and modify product configurations to meet customer needs.
  • Confer with customers and engineers to assess product needs.
  • Prepare and deliver technical presentations that explain products or services to customers and prospective customers.
  • Arrange for demonstrations or sample of products.
  • Create sales or service contracts for products or services.
  • Develop, present, or respond to proposals for specific customer requirements, including a request for proposal responses and industry-specific solutions.
  • Visit prospective buyers at commercial, industrial, or other establishments to show samples or catalogs, and to inform them about product pricing, availability, and advantages.
  • Research and identify potential customers for products or services.

Assistant Branch Manager

Citizens Bank
05.2014 - 09.2015
  • Ensure the branch and vaults are opened and closed on a timely basis.
  • Enforce dual control procedures at all times.
  • Facilitate teller buys and sells to the vault.
  • Balance vaults, coin machines, TCD's.
  • Audit teller drawers.
  • Maintain monthly branch efficiency logs.
  • Assist new tellers with training.
  • Oversee teller duties and assist line with customer transactions during peak periods.
  • Informed staff of pertinent changes in operational policy and procedures.
  • Facilitate meetings to disseminate operational information.
  • Meet with staff regarding branch security and safety issues.
  • Keep educated on all deposits, business, and consumer loan products.
  • Perform pre-audits to ensure ongoing adherence with compliance procedures.
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.

Customer Service Representative

Citizens Bank
10.2013 - 05.2014
  • Assist customers with routine account-related requests such as funds transfers, automatic funds transfers (AFTs), stop payments, inquiries about bank deposit products and service charges, ATM and debit card usage and limits, checking and savings accounts transactions, funds availability and check verification requests by third parties.
  • Research and resolve customer problems; acting as the customer liaison between other bank departments when necessary.
  • Research customer questions regarding electronic funds transfer and initiate "Reg E" disputes when appropriate, including the completion of all necessary documents and affidavits.
  • Cross-sell bank products and services based on customer needs in accordance with the banks' program standards.
  • Contact customers to notify them that check orders and/or debit cards are ready to pick up at the bank.
  • Open, close, and assist in maintaining new and existing customers with accounts.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Open, close, and consult IRA's.

Float Teller

Citizens Bank
04.2013 - 10.2013
  • Receive checking and savings deposits: verify cash and endorsements, receive proper identification for cash back and issue receipts of deposit.
  • Examine checks deposited and determine proper funds availability based on regulation requirements and complete Hold Notices.
  • Process savings withdrawals.
  • Cash checks: verify endorsement, receive proper identification and ensure validity.
  • Identify counterfeit currency.
  • Answer basic customer inquiries regarding interest rates, service charges, and account histories while complying with disclosure requirements, regulations and consumer privacy policies.
  • Cross-sell bank products and services.
  • Refer customers to the proper department for issues that cannot be resolved at the teller line.

Emergency Medical Technician

San Juan County Fire Dept.
09.2010 - 10.2014
  • Drive to the scene and provide basic life support to the victims before they are transported to the hospital.
  • Determine the right course of action after evaluating the patient's condition.
  • Provide medical aid such as AED, CPR, prevent spinal damage, ventilation, control severe bleeding, prevent shock, bandaging wounds, etc., to stabilize their condition.
  • Clean the types of equipment.
  • Check and replace the used and damaged supplies.
  • Transfer patients to the emergency units of the hospital.
  • Administration of activated charcoal, oral glucose, and oxygen.
  • Prepare a patient care report and take notes of the medical treatment given to them.
  • Sterilize the ambulance's interior, if it is used to carry a patient.
  • Restock all supplies in the ambulance and replace used blankets, linens and other supplies.
  • Calm down the victims' family members.
  • Enhanced patient care by efficiently assessing and addressing medical emergencies in high-pressure situations.
  • Improved patient outcomes by administering appropriate treatments based on thorough assessments of vital signs, physical conditions, and medical histories.
  • Attend refresher programs and continuing education as required by medical control and certifying or licensing agencies.

IFSAC Firefighter II

San Juan County Fire Dept.
09.2008 - 10.2014
  • Drives fire apparatus to the scene of a fire and operates the pump and hydraulic equipment at the fire scene.
  • Operates heavy extrication equipment such as airbags, hydraulically powered cutters and spreaders, pneumatic cutters and special saws.
  • Functions as Acting Officer in Charge (AOIC) when required.
  • Lays hose lines, operates nozzles, pumps, and hydrants; utilizes fire extinguishers and performs other -Participates in salvage operation and post-fire operations; uses salvage covers, floor runners and other related equipment to reduce property damage from heat, smoke, fire, gases, and water.
  • Participates in drills and training evolutions as directed.
  • Participates in fire and life safety inspections of commercial and residential properties; checks operating condition of hydrants.
  • Cleans and performs general maintenance of fire equipment and fire stations.
  • Responds to scenes of accidents or acute illness for which emergency medical care has been requested.
  • Required to transfer, lift, and move patients while employing appropriate safety and lifting techniques.
  • Responds to hazardous materials incidents at an awareness level and responds to other calls for assistance as requested by the public.
  • Participates in public education programs in schools, civic groups, and other locations as requested.
  • Conducts departmental training sessions on topics related to the employee's job functions.
  • Utilizes city computer system for patient care documentation, record keeping, pre-incident planning and other job-related functions.
  • Drives and operates fire apparatus under the direction of the station officer and according to procedures as outlined in San Juan County Fire Departments operating manual.
  • Participates in daily physical training and passes annual physical agility test.

Military Police Officer

United States Army
09.2008 - 05.2012
  • Stood watch on post/patrol as assigned; checked all persons for proper identification; controlled access of personnel to installation and maintained accurate records.
  • Interpreted and executed security procedures through use of oral and written word.
  • Input necessary data and carried out orders using discretion and good judgment.
  • Maintained all medical requirements, physical readiness standards and firearms qualification/proficiency demonstrations required.
  • Comprehended and followed all protective force orders, plans, procedures, and processes verbatim for routine and emergency actions while exercising safety and security measures.
  • Maintained positive working relationships by favorable personality, sense of responsibility, and discretion with all employees; made suggestions for improvement.
  • Acted as part of a performance-based team; safeguarded weapon stockpile under limited supervision; Recognized defects in security protocol and reported to supervisor.
  • Responded to situations that may require arrest and/or the use of force up to and including deadly force with a high degree of skill and accuracy.
  • Responded quickly to emergencies while exercising sound judgment under pressure, mitigating potential risks to personnel and property.
  • Maintained strict adherence to military law enforcement standards, resulting in a safe environment for personnel and civilians.

Education

Associate of Science - Business Administration

San Juan College
Farmington, NM
05.2010

High School Diploma -

Aztec High School
Aztec, NM
05.2008

Certificate - Emergency Medical Technician

University of New Mexico
Albuquerque, NM
04.2007

Skills

  • Communications
  • Problem Resolution
  • Sales Experience
  • Customer Relations
  • Schedule Management
  • Complaint Resolution
  • Sales Expertise
  • Account Management
  • Strong Work Ethic
  • Multitasking and Organization

Timeline

Premier Service Consultant

AT&T
01.2023 - 02.2024

Chief Operating Officer

JTI Drug & Alcohol Testing
08.2021 - 01.2023

Consumer Loan Officer

TBK Bank
02.2020 - 08.2021

Float Client Service Associate

TBK Bank
09.2019 - 02.2020

Self-Employed

Health & Wellness Coaching Positive Pulse Pro
09.2015 - 09.2019

Assistant Branch Manager

Citizens Bank
05.2014 - 09.2015

Customer Service Representative

Citizens Bank
10.2013 - 05.2014

Float Teller

Citizens Bank
04.2013 - 10.2013

Emergency Medical Technician

San Juan County Fire Dept.
09.2010 - 10.2014

IFSAC Firefighter II

San Juan County Fire Dept.
09.2008 - 10.2014

Military Police Officer

United States Army
09.2008 - 05.2012

Associate of Science - Business Administration

San Juan College

High School Diploma -

Aztec High School

Certificate - Emergency Medical Technician

University of New Mexico

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Tommy Ross