Customer Service General Manager

Clarence E. “Peter” Thornhill, Jr.

**** *********** ****** *******, ** 24015

Phone: 540-***-**** Email: *****@***.***

Education

Ferrum College - Associates in Fine Arts Degree - 1980

Work Experience

June 2022 –June 2023 American National Bank Customer Support Manager

* Managed and supervised staff of 10 banker tellers

* Opened checking, savings, home equity and personal loans.

* NMLS

* Notary

* Training and onboarding of staff

January 2021 – May 2022 First Citizens Bank Sales Manager and branch operations

Responsible for opening new accounts.

Personal and professional accounts for credit.

Home equity lines and credit.

Day to day Cash vault reconciliation.

February 2016 – December 2020 Advance Auto Parts HR Frontline Support Analyst

•Supported Advance Auto Parts Team Members with all HR related concerns; payroll, FMLA, chat option, etc.

•Served as a trainer within the department, to ensure appropriate level of detail trained out to new team members.

•Assisted with General Manager on-boarding to solve outstanding issues within the stores / field teams, as well as serving in an escalation capacity within the support team.

March 2015 – February 2016 Kentucky Fried Chicken General Manager

•Lead, trained and supported 40 team members

•Provided outstanding customer service

•Certified in Food Safety

•Handled scheduling, inventory management, customer satisfaction

June 2013-March 2015 Freedom First Credit Union Loan Officer & Business Development

•BSA Trained & Certified

•NMLS Number

•Trainer

2011-2013 Wells Fargo Bank, N.A. Premier Account Representative

•Began as a contractor in Home Equity; promoted quickly to Premier Account Representative

•Rated Number 1 in Mortgage Loan Sales and Referrals

•Obtained Global Customer Service Training

•Served as Banker Coach & Trainer

•Maintain a 98% Adherence Rate

•Achieved 300% above sales goal

•Referral rate is 275% above expectations.

2010-2011 Bob O's Restaurant, Holiday Inn- Chantilly, VA at Dulles Expo Manager

•Ranked 8th out of 800 Holiday Inns Nationwide

•Managed hiring, training and performance evaluations

•Supported menu planning, including liquor, beer and wine.

•Met directly with prospective wedding, rehearsal dinner and business banquet clients.

•Introduced off premise full service catering and instituted the program.

2008- 2009 Preston’s Restaurant at The Inn at Virginia Tech & Skelton Conference Center Manager

•Managed full service restaurant, lounge and room service in an 244 room hotel conference center

•Handled all hiring, training and coaching a staff of 40 employees

•Other responsibilities included budget, staffing, menu development and coordinating functions for University staff and administration.

Merits

Top Performer Award Recipient Q3 -2017 2017 Overall

KPI Performance Award Winner (Weekly)

Volunteer / Community Servant – Coat Drive for Rescue Mission; Hosted charity fundraisers for local families in need

References furnished gladly upon request.

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