Thomas Ross

Delivered remote support via phone, email, and live chat handling 50+ daily inquiries, resolved billing and technical issues while consistently exceeding KPIs for response time and customer satisfaction.

Operated and coordinated deliveries, maintained accurate records, and communicated with dispatch and clients to ensure timely, compliant transportation services.

Managed production line staff, trained team members on safety and quality standards, and coached employees to improve productivity and meet distribution targets.

Managed scheduling, staff coordination, and client communication to support operations, improving efficiency through accurate documentation and responsive customer support.

Supported policyholders with claims and account updates in a high-volume call center, achieving a J.D. Power Customer Service Award for service excellence.

Provided account and billing support, led collections and sales efforts, and trained staff to improve customer engagement and retention.

Delivered frontline resident service, coordinated maintenance, and resolved inquiries to maintain high resident satisfaction through timely communication.

Pursuing a Bachelor’s degree in Computer Engineering with a focus on Software Development, expected to complete in January 2025.