Sign in

Customer Service Management

United States
June 29, 2016

Contact this candidate


Sean M. Thomas

**** ********* ***** ******, ** **605

Phone 251-***-**** 251-***-****


OBJECTIVE: To obtain a position in Logistics Management or Customer Service Management.

Areas of Expertise: Management, Operations, Logistical Management, Distribution Operations & Fulfillment, Telephony Equipment, Administration, Training, Team Building, Quality Assurance and Compliance, Continuous Improvement and Implementation of Quality Processes.


Exceptional ability to organize complex projects, define problems and delegate task. Strong background in management and adept in counseling, employee conflicts and problem resolution. Successfully coordinated training programs and orientation for new team members.

Fulfillment, Distribution and Logistics Management:

Creative in developing fulfillment, logistics client service programs for existing and potential customer base. Identified revenue goals and defined resources needed to achieve goals.

Participated in planning meeting and management of logistic operations.

Excellent organization, superior oral and written communication skills coupled with excellent problem-solving ability combined with adaptability to multiple shift and production demands. Assigned workload and daily quotas to customer service representatives.

Used strong leadership in maintaining high productivity, zero defects and on-time production demands. Experienced in coordinating manpower, making optimal use of labor force. Implemented effective strategies to improve productivity and quality service.

Operations Management:

Managed multi-million dollar distribution facilities with specific time constraints; devised cost saving methods by controlling labor, work schedules, inventory and shipping to meet changing shift priority and customer demand.

Participated in project/budget review meeting with Management Team, Department Heads, Supervisors and IT Specialists on a weekly/monthly basis to establish anticipated project cost, operations budget, forecast of product, hot issues and production schedules.

Interviewed and hired quality employees; conducted regular performance evaluations and pay analysis.

Training and Development:

Coordinated and implemented a recruitment program to provide adequate staff to meet Center’s needs and ensure compliance. Recruited from referrals, schools, job fairs and colleges. Reviewed timesheets and processed payroll through E-Time payroll system.

Provided new hire orientation, implemented training and instructions in: customer service, shipping procedures, order processing, inventory control and management training.


Received Outstanding Service Award, World Omni Financial/Southeast Toyota

Generated $10,000 in revenue for an entertainment facility that provided special events

Alabama A & M Judiciary Board - Huntsville, AL: 1988, 1992

National Dean's List - Huntsville, AL: 1988-1989, 1992

AFFILIATIONS: Alpha Phi Alpha Fraternity, Incorporated, Huntsville, Alabama

Sean M. Thomas, Page 2


Alabama A & M University, Huntsville, AL: BS Business Administration, 1992

Logistics and Procurement concentration; Cum Laude Graduate- GPA 3.10/4.00

University of Mississippi, Oxford, MS 1991

Received Certificates in Advanced Literature and Computer Science

Corporate Training: Service Excellence, Problem Solving, Handling Conflict, Rise to The Top, Initial Training Program, “Hiring a Successful Candidate”, Myers Briggs. Attended two-day workshop on Leadership, Teambuilding and Cultural Change in Atlanta.

Computer Skills: IBM PC, Windows 98/2000, XP, AS 400, Word, Excel, Access, PageNet, Scopus, Test Director, Wildcat, CSMS monitoring software, Internet Explorer, Email, Avaya, Samson, Streamline, Nextel work tools Newt, TRIS, NDL, CC Mail JD Edwards, PeopleSoft, Quickbase, E-Time, Televantage, Irene. Cacs, Unified Workbench, Speedpay, Billmatrix



Collector/Legal Department

Collected past due accounts and maintained a queue of 30 calls per hours.

Consistently exceeded objective for past due accounts by reductions of delinquency.

Trained new hires for professional phone etiquette and collection script.

Worked with Bank of America collections as primary contact while exceeding department goals.

Received “Service Excellence” Award for 2008

Assisted in rewriting company policies and procedures for auditing purposes


Logistics Analyst

Generated, answered and responded to e-mails and telephone calls to and from suppliers, regarding short ships, parts, schedule changes, material adjustments, transportation delays, as well as other issues related to inbound material flow into GM Doraville Assembly.

Analyzed data and monitored daily shipment schedules of suppliers, using GM systems (MGO Software) to assure compliance with GM Supplier procedures. Utilized established GM procedures for identifying "critical" parts and reports them accordingly for review by other Material Department personnel.

Interacted daily with Plant Upper Level Management in a professional manner regarding material related issues. Worked efficiently to investigate material related issues.

Communicated directly with the location Logistics Manager and customers to relay all transportation issues, potentially affecting plant production.

Provided disciplinary action to suppliers and carriers through GM's supplier non-compliance notification plan and requested the issuance of a problem report and resolution (PRR).

Arranged additional transportation where required, due to route delays, scheduled increases, plant losses and/or material discrepancies. (Coordinated shipments until arrivals.)

Communicated material adjustments (gains, losses, foreign materials etc) to suppliers while arranging expedite shipments (utilizing NLMI) to cover plant production.

Assured a safe work environment is maintained and reported deficiencies in an appropriate manner. Ensured that inventory levels were maintained accurately.

PBD WORLDWIDE FULFILLMENT, Alpharetta, GA 2004 to 2006

Supervisor of Client Services/Customer Service

Served as Executive Account Representative for national accounts: PMI Project Management Institute, Crown Financial, CBR Christian Board of Publications, SHRM Society of Human Resources Management, NAMB North American Missionary Board, Russell Athletics, CFA, IIA International Internal Auditors, AMSCO and School Book Publications.

Sean M. Thomas, Page 3

Worked closely with the executive boards for these clients in an effort to build excellent working relationship. Implemented Quality Improvement Teams to recommend process improvements, handled executive escalations and attended weekly conference calls.

Implemented weekly CSR’s incentive program coaching and mentoring and developing employee skill sets, discipline and corrective action plans and terminations.

Managed data entry and customer service performance integrity by auditing CRS’s to ensure they adhered to 99.8 % accuracy of data entry and 87.5% call quality.

Wrote scripts for phone lines and participated in implementation of new business.

P&P GROUP, Atlanta, GA/ Birmingham, AL: 2003-2004

Project Manager/Event Coordinator

Solicited corporate sponsorships through cold calling and generating leads, created various levels of sponsorship packages. Coordinated celebrity golf tournaments, negotiating with golf courses, creating teams, generating tournament press releases and sold Mulligans.

T-MOBILE, Birmingham, AL: 2002-2004

Financial Service Supervisor

Directed a team of 17 Financial Service Representatives in a call center environment, completed performance evaluations, counseled and met goals and objectives of the center including (1,650 a day in payments, 7 hours of on-line time, 1:30 of talk-time and 48 sec of update time). Increased productivity payments collected by 10%.

Completed monthly KPI (Key Performance Indicator) reports as a method of enhancing employee productivity. Utilized My Voice to update and approve employee time sheets.

Participated with company quality team in an effort to effectively coach team members on quality. Monitored start/end times of jobs in Avaya and Samson systems.

NEXTEL COMMUNICATIONS, Norcross, GA: 1998-2001

Technical Support Supervisor

Supervised a team of 20 Customer Service Representatives, in an effort to enforce company policy and procedure

Resolved escalations, offered explanation of billing, made credit adjustments and updated accounts. Performed troubleshooting to resolve technical or user perceived issues.

Conducted six week training courses for new hires, serving as trainer, in an effort to teach product knowledge, customer service etiquette, and technical support techniques.

Administered monthly coaching sessions, evaluations, and merit increases to ensure adherence to all performance metrics.

Conducted test on new software releases in an effort to “induce failure”, and reported all defects in a timely manner

Contact this candidate