Zac Thornton
Cleveland,OH
Summary
Dynamic professional with a rich background spanning from customer service at National General Insurance to critical roles in healthcare and finance. Excelled in fostering client relationships and enhancing operational efficiency, notably at Charles Schwab. Skilled in critical thinking and customer relations, I've consistently improved service delivery and patient care, demonstrating a profound commitment to excellence and empathy.
Overview
10
10
years of professional experience
Work History
State Tested Nursing Aide
Legacy Twinsburg
04.2024 - Current
- Assisted nursing staff with various medical tasks, resulting in increased efficiency and quality of care.
- Documented patient information and care activities in electronic health record.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
Retirement Plan Specialist
Charles Schwab
01.2022 - 02.2024
- Developed strong relationships with clients, fostering trust through consistent communication and expert advice.
- Maintained up-to-date knowledge of industry trends and legislative changes, ensuring accurate information was provided to clients and their participants.
- Maintained strict adherence to ethical guidelines and legal standards, upholding the integrity of the retirement planning profession at all times.
On Job Trainer
National Enterprise Systems
03.2021 - 01.2022
- Facilitated open communication channels between trainees and supervisors, promoting a supportive learning environment within the workplace.
- Conducted regular follow-ups with newly hired and tenured employees to ensure long-term retention of skills learned during training sessions.
- Provided one-on-one coaching to employees struggling with specific tasks, ultimately boosting their confidence and efficiency at work.
- Spearheaded an initiative to update outdated training materials, resulting in more accurate information being provided to trainees.
Power Mortgage Banker
Quicken Loans
07.2018 - 06.2020
- Streamlined application processes for faster approvals, ensuring timely closings on mortgage loans.
- Conducted thorough analyses of applicants'' financial status, credit, and property evaluations to determine loan feasibility.
- Negotiated competitive terms with clients, securing favorable interest rates and loan structures.
- Delivered prompt communication with all parties involved in transactions, fostering strong professional relationships.
Property and Casualty Insurance Agent
The Insurance Pad
11.2016 - 07.2018
- Provided expert advice on property and casualty insurance options, ensuring clients were well-informed to make educated decisions.
- Conducted comprehensive risk assessments for prospective clients, identifying specific needs and recommending appropriate coverage solutions.
- Efficiently managed a large book of business, prioritizing tasks and organizing workloads to maintain productivity levels.
Customer Service Representative
National General Insurance
01.2015 - 08.2016
- Resolved customer concerns regarding their auto insurance policies with empathy, resulting in increased loyalty and repeat business.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Associate of Science - Business Administration
Cuyahoga Community College
Cleveland, OH01-2026
Skills
- Customer service
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Computer proficiency
- Staff education and training
- Documentation
- Appointment scheduling
- Professional telephone demeanor
Timeline
State Tested Nursing Aide
Legacy Twinsburg
04.2024 - Current
Retirement Plan Specialist
Charles Schwab
01.2022 - 02.2024
On Job Trainer
National Enterprise Systems
03.2021 - 01.2022
Power Mortgage Banker
Quicken Loans
07.2018 - 06.2020
Property and Casualty Insurance Agent
The Insurance Pad
11.2016 - 07.2018
Customer Service Representative
National General Insurance
01.2015 - 08.2016
Associate of Science - Business Administration
Cuyahoga Community College
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