Customer Service High School
Resume:
Leander, TX ***** *******.********@*****.***
THOMAS D SILCOX
_________________________________________________________________________________________________
Objective: To have the opportunity to bring my training, supervisor, and customer service
skills and knowledge into a work environment that allows both professional and
personal growth
Education: 08/1997 – 05/2001 J.M. Tate High School, Gonzalez, FL
High School Diploma - emphasis in education and
theater
Professional 02/2006 – 08/2010 Navy Federal Credit Union, Pensacola, FL
Experience : Position Held – Customer Service Representative
Ÿ Provided quality member service by explaining products and services and
the advantages they offer the member both in Savings and Checking and
Loan Department
Ÿ Received training in Savings and Checking, Loan Applications, Loan
Servicing, Title Processing, Home Equity, Supervisor, and Loan Officer
Authority Level II
Ÿ Answered calls relating to member accounts both in the Savings and
Checking and Loan Department
Ÿ Received escalated calls on the supervisor line from members who did not
receive a satisfied outcome from Contact Center employee and worked with
members to find a resolution
Ÿ Processed loan applications and serviced existing loans by answering
questions related to interest, collateral, or payments
Ÿ Reviewed credit reports and income to decision loan applications within Navy
Federal’s lending guidelines
Ÿ Trained new employees in the supervisory group called Resolutions
Ÿ Wrote, maintained and published the training manual for Resolutions
Ÿ Assisted the Training Department by training Savings and Checking, Loan
Applications, Loan Servicing and Titles when needed
01/2002 - 02/2006 CVS Pharmacy, Pensacola, Fl
Position Held - Lead Pharmacy Technician
Ÿ Processed incoming prescriptions according to both state and federal
guidelines
Ÿ Handled the processing and disputes with insurance companies
Ÿ Maintained all daily, weekly and monthly reports relating to pharmacy
operations
Ÿ Assisted in interview process for potential employees
Ÿ Trained new employees on proper procedures and guidelines for processing
prescriptions and HIPA guidelines
Ÿ Wrote schedule for pharmacy staff, ensuring pharmacy was adequately
staffed and within staffing budget
Ÿ Maintained inventory by keeping accurate account of in stock medication,
using reports to track medication trends, and processed medication orders
according to trends
Ÿ Worked as a liaison between patient and doctors office when patient needed
refills, had a concern about medication they were prescribed, or needed an
2600 N Walker Dr 850-***-****
Leander, TX 78641 *******.********@*****.***
THOMAS D SILCOX
_________________________________________________________________________________________________
alternative medication that may be most cost effective
11/1999 - 01/2002 Kmart, Pensacola, FL
Position Held - Front End Supervisor
Ÿ Processed refunds and exchanges for customers.
Ÿ Corrected price disputes
Ÿ Sent and received Western Union requests
Ÿ Assigned breaks and lunches for Front End employees ensuring adequate
coverage at all times and within guidelines for minors
Ÿ Balanced drawers at end of each shift to ensure that all funds accounted for
Ÿ Prepared Front End funds for nightly safe deposit
Ÿ Ensured that each member of the team fulfilled their daily duties and were
providing quality customer service
Ÿ Assisted in writing annual evaluations as well as discipline reports when
needed
Ÿ Maintained a clean and structured work environment making for a pleasant
shopping experience for the customers
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