Thomas Butcher

Taught alongside Japanese teachers of English in junior high school classrooms of 25–40 students. Worked in Japanese daily with coworkers and school staff, collaborating on lesson plans and classroom activities.

Taught alongside Japanese teachers of English in junior high school classrooms of 25–40 students. Worked in Japanese daily with coworkers and school staff, collaborating on lesson plans and classroom activities.

Handled mental health crisis situations by phone and text, staying on the line with clients and building safety plans with them. Mentored new hires and served as escalation point for incident management, handling 5+ escalations per week.

Primary point of contact for clients in mental health treatment, handling questions on medications, dosages, appointments, and account structure across phone, text, and email at high daily volume. Coordinated between clients and their prescribers, counselors, and therapists, and processed medical leave and disability paperwork under full HIPAA compliance.

Processed over $3M of client invoices and resolved client questions on how and when their billing was being handled. Coordinated starts and stops of utility service on client accounts with the providers, and drove process improvements that cut escalation response times by 14%.

Handled 40+ inbound and outbound calls and 100+ emails per week as the support contact for an outsourced utility and telecom billing operation, including enterprise clients such as John Deere. Created, managed, and escalated cases in Salesforce and Zendesk to troubleshoot and resolve customer issues.

Bachelor of Science in Psychology with a business minor from Florida State University, completed from 2014 to 2018.