Cornelius Thomas
Bunnlevel,NC
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Devoted to giving every customer a positive and memorable experience. An organized and motivated individual with customer service, multitasking, and time management abilities. Eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
6
6
years of professional experience
Work History
Supervisor
Foundever
2024.09 - Current
- Oversaw daily operations of 20 agents, ensuring adherence to company policies and quality standards.
- Trained and mentored team members to enhance performance and efficiency.
- Implemented process improvements that streamlined workflows and reduced turnaround times.
- Coordinated schedules and resource allocation for optimal productivity across teams.
- Supervised daily operations of call center, ensuring adherence to quality standards and performance metrics.
- Trained and mentored new staff on customer service protocols and system usage.
- Implemented process improvements that enhanced workflow efficiency and reduced average handling time.
- Monitored team performance, providing feedback to improve individual and collective productivity.
- Analyzed call data to identify trends, informing staffing decisions and resource allocation.
- Resolved escalated customer issues, maintaining high satisfaction levels and retention rates.
- Developed strategic initiatives to enhance service delivery, achieving operational excellence across teams.
- Monitored over 100 monthly calls for quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- 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.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Developed strategies for dealing with high call volumes during peak periods, including temporary staff adjustments and prioritization protocols.
- Improved call resolution efficiency by analyzing call patterns and adjusting resource deployment accordingly.
- Increased customer retention rates, reaching out proactively to address potential issues and offer tailored solutions.
Event Coordinator
Yolanda Signal
2020.05 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Associate of Applied Science - Business Administration
Durham Technical Community College
Durham, NC2024-05
Certificate - Business Administration-Human Resources Management
Durham Technical Community College
Durham, NC2022-05
Certificate - Business Administration-Management
Durham Technical Community College
Durham, NC2022-05
Certificate - Business Administration- Marketing
Durham Technical Community College
Durham, NC2021-12
Associate of Science - General Studies
Durham Technical Community College
Durham, NC2020-07
Skills
- Inbound and Outbound Calling
- Data Entry
- Account updating
- Payment Processing
- Microsoft Proficiency
- Computer Proficiency
- Coordination
- Administrative Support
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
Timeline
Supervisor
Foundever
2024.09 - Current
Event Coordinator
Yolanda Signal
2020.05 - Current
Certificate - Business Administration-Human Resources Management
Durham Technical Community College
Certificate - Business Administration-Management
Durham Technical Community College
Certificate - Business Administration- Marketing
Durham Technical Community College
Associate of Science - General Studies
Durham Technical Community College
Associate of Applied Science - Business Administration
Durham Technical Community College