Customer Service Team

THOMAS B. DORE

Fort Myers, FL ~ 847-***-**** ~ **********@*****.***

Sales / Management / Customer Service

SIGNATURE STRENGTHS

Customer Service Management:

Successfully managed and led a customer service team of 150 associates, consistently achieving and exceeding performance targets.

Demonstrated a strong commitment to customer satisfaction by implementing strategies that resulted in 72% improvement in customer feedback scores.

Proficient in resolving customer escalations and conflicts, ensuring swift and satisfactory resolutions while maintaining positive customer relationships.

Tracked and analyzed key performance metrics, such as response times, first-call resolution rates, and customer retention, to identify areas for improvement and drive operational excellence.

Implemented process improvements and streamlined workflows, resulting in increased efficiency and reduced response times, while maintaining service quality.

Successfully managed departmental budgets, optimizing resource allocation and controlling costs while maintaining high service standards.

Collaborated effectively with other departments (e.g., sales, marketing, product development) to align customer service strategies with overall business objectives, contributing to increased revenue and customer loyalty.

Staff Training, Development, and Supervision:

Designed and implemented customized training programs that enhanced employee skills and competencies, resulting in 56% improvement in team performance.

Streamlined onboarding processes, ensuring new hires quickly became productive team members while maintaining high satisfaction levels, as evidenced by increased sales and customer satisfaction.

Demonstrated strong supervisory skills by providing clear direction, constructive feedback, and mentorship to 150 team members, fostering a positive and productive work environment.

Conducted regular performance evaluations, setting clear goals and expectations, and providing actionable feedback that resulted in improved performance and career advancement opportunities.

Collaborated with other departments to develop cross-functional training programs, enabling employees to expand their skill sets and contribute more effectively to the organization's goals.

Promoted a culture of continuous learning and development, resulting in increased job satisfaction, employee engagement and a reduction in employee turnover.

Logistics

Demonstrated expertise in planning and coordinating transportation logistics, ensuring on-time delivery of goods and materials while optimizing routes to reduce costs.

Established and maintained strong relationships with suppliers and carriers, negotiating favorable contracts and ensuring reliable transportation services.

Proficient in management, including inventory tracking, order picking, and loading/unloading procedures, contributing to efficient logistics operations.

Maintained a commitment to safety protocols, ensuring compliance with all federal and state regulations, resulting in zero accidents and safety violations over a 10-year period.

Hospitality:

Demonstrated proficiency in providing exceptional fine dining experiences, including menu knowledge, wine pairing, and attentive customer service, resulting in consistently high customer satisfaction scores.

Successfully organized and managed a variety of events, including weddings, corporate functions, and special occasions, ensuring seamless execution and exceeding client expectations.

Led the planning and execution of successful fundraising events, achieving fundraising goals and fostering positive relationships with donors and supporters.

Managed human resources functions within the hospitality industry, including recruitment, training, and development of staff, resulting in a skilled and motivated workforce.

Cultivated a positive work environment by resolving employee issues, conducting performance evaluations, and implementing employee recognition programs, resulting in high staff morale and low turnover.

Excelled in guest relations, addressing guest inquiries, complaints, and special requests with professionalism and efficiency, resulting in repeat business and positive reviews.

WORK EXPERIENCE

Truck Driving; 10 years CDL Class A,Hazmat and Twic card

Circle K, Tampa Bay, Fort Myers, Naples, FL 2021 - Present

Black Dog Petroleum, Lyons, IL 2020 - 2021

RelaDyne, Petroleum, Elk Grove Village, IL 2015 - 2019 Shneider International Chicago, IL 2013 - 2015

Hospitality Management; 25 years

Gibson’s Restaurant GRP/Bacardi; Chicago, IL 2012 - 2013

Volare Restaurant; Oak Brook, IL 2009 - 2012

Fleming’s Prime Steakhouse & Wine Bar; Lincolnshire, IL 2005 - 2009

Contact this candidate