WILL THOMAS
Stone Mountain,GA
Summary
Successful and talented individual with expertise in operations, team development, sales, community affairs and government relations
Overview
17
17
years of professional experience
Work History
Reservations Sales Specialist
Delta Air Lines
Atlanta, GA
03.2022 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Carried out day-day-day duties accurately and efficiently.
PTPCS - Operations Management Support
United Parcel Services, UPS
Doraville, GA
03.2016 - 03.2022
- Supported business growth through strategic planning and process development.
- Streamlined company processes and procedures while enhancing customer satisfaction by reducing missed pickups.
- Formulated analysis assessments to make informed decisions on proposed projects.
- Met customer service standards and expectations consistently by effectively communicating and actively listening.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Operations Supervisor
Computer Generated Solutions, Lenovo
Dunwoody, GA
08.2014 - 03.2016
- Coached and mentored agents on performance; career/performance development plans
- Addressed behavior and attendance issues through best practices for performance management
- Resolved escalated client concerns
- Demonstrated effective communication skills, exhibiting strong level of professionalism focusing on customer/employee satisfaction
- Demonstrated teamwork by supporting and assisting other Team Leads as necessary
- Supervised/assigned employees in accordance with Company policies and procedures
- Partnered with workforce to effectively meet staffing/scheduling needs
- Met/Exceeded KPIs
- Understood client’s processes, procedures and use of k-base
- Reviewed and approved time entry
- Conducted first-level interviews, according to interview guidelines and best practices
- Performed other duties as assigned
- Positive attitude and result driven.
Coordinator
Wholesale Operations Verizon Wireless
Alpharetta, GA
02.2006 - 03.2013
- Managed Line Number Portability Processes and Procedures
- Monitored 3G Network Capabilities
- Coordinated Technical Support and Porting Functionalities
- Served as Customer Advocate, – Customer Care Operations
- Managed and Resolved Escalated Customer Service issues
- Maintained Inventory
- Team Leader
- Received and responded to customer requests via letters, emails, telephone calls and in-person interactions.
District Director
US HOUSE OF REPRESENTATIVES, GA-4
Decatur, Georgia
08.2003 - 01.2005
- As Liaison Community/Business Leaders and Member
- Advised Member on issues relating to education, economic development and small business
- Prepared speeches, position statements to Member
- Effectively organized and managed Community Outreach Projects
- Provided and edited Letters of Support on behalf of Member
- Directed and Managed Constituent Services Staff
- Managed Office Budget
- Created and Managed Roundtable Affinity Groups
- Managed and maintained relationships with key community and business stakeholders
- Prepared and briefed Member and constituents regarding Legislative Activity
- Led and developed team of district associates and oversaw creation of district-specific plans.
- Assessed local markets and competitive positioning within assigned district.
- Coordinated recruitment, interviewing and hiring of district staff.
- Built relationships with constituents and community to establish long-term business growth.
- Assessed knowledge, skills and abilities of staff, coordinated regular skill training and implemented reinforcement techniques to address gaps and opportunities.
- Organized promotional events and interacted with community to increase community engagement.
Education
Some College (No Degree) - Communications/Political Science
Valdosta State University
Valdosta, GASkills
- Diverse knowledge of management and productivity models and practices
- Proactive, interactive style; extensive team leadership and development skills
- Adept at training and motivating employees across numerous divisions and skill sets
- Microsoft Windows and Office
- Certified Political Campaign Management Professional (PELI/CBCF)
- Trained in Six Sigma Quality Methodology
Additional Information
- AWARDS AND Recognition: Power Up and Win - Delta Air Lines - 2022
- Gerald Phillippe Community Service Nominee – 2003
- David D. Ekedahl Community Service Fellow – 1999 (GE Corporate Awards for Outstanding Community Service and Leadership)
Affiliations
- Leadership DeKalb 2005
- Freemason
- Rotary International
Timeline
Reservations Sales Specialist
Delta Air Lines
03.2022 - Current
PTPCS - Operations Management Support
United Parcel Services, UPS
03.2016 - 03.2022
Operations Supervisor
Computer Generated Solutions, Lenovo
08.2014 - 03.2016
Coordinator
Wholesale Operations Verizon Wireless
02.2006 - 03.2013
District Director
US HOUSE OF REPRESENTATIVES, GA-4
08.2003 - 01.2005
Some College (No Degree) - Communications/Political Science
Valdosta State University