THOMAS T. FORD

ady0ty@r.postjobfree.com 503-***-****

PROFESSIONAL SUMMARY

Experienced and multi-skilled customer service team player with 6+ years of experience in departmental supervision and training personnel in fast paced call center environments.

PROFESSIONAL EXPERIENCE:

2021-2022 Epiq Global - Contact Center Agent

Claimant contact - Tort, Breach, Class Action

Provide information on pending legal actions

Oregon Employment Department (OED)/Epiq/Adecco)

Contact claimants and provide them with repayment information

Create letters for Overpayment Repayment

Provide Claimant information of Temporary Layoff status and procedures

Analyze incoming scanned documents and categorize them to proper departments

2013-2015 Company Employee Trainer – Senior Customer Complaints

XEROX (Conduent, Inc.) – Account Services for HOTWIRE.COM – Tigard, OR

Instructed team members in Philippines and USA bureaus on all areas of customer support practices, company policies and expectations meriting top performance reviews

Provide online travel agent services for domestic and international customers.

Managed training curriculum specializing in triaging customer complaints.

2010-2013 XEROX (Conduent, Inc.) – Account Services for APPLE ONLINE STORE – Tigard,OR

Handled and alleviated customer complaints via phone service and internal routing resulting in fewer customer callbacks and upward complaints, ultimately savings clients money and paperwork on returns, exchanges and repairs.

Directed customers and clients through the process of upward complaints, ensuring that management was briefed and prepared so all issues could be resolved for a timely and satisfactory outcome.

Received excellent marks and departmental ratings in all areas of customer support.

1989-2015

Crowd Management Services - Crew Supervisor – Portland, OR

Managed multiple event security/guest service crews varying in size to six-person to several dozen crews and larger.

Ensured all teams were prepared and informed in all manner of expectations for public safety protocols and site procedures.

Direct liaison for promoters, vendors and guest support as well as local police for large events, concerts, college football, county/state fairs and local film/TV production.

Corporate Trainer for CPR and First Aid

EDUCATION

Western Oregon University – Monmouth, OR

Studies in Secondary Education and Science

Beaverton High School – Beaverton, OR

General Studies - Diploma

ADDITIIONAL INFORMATION

Experienced in working in Windows and OS, Microsoft Office, Zoom

Proficient in customer relations and handling challenging or confrontational situations both in person and via telephone systems

COMMUNITY SERVICES

Asst. Treasurer, Washington County Public Affairs Forum

Asst Scoutmaster, Boy Scouts of America, Troops 592 and 597 (20 years)

Highland Park Middle School Head Soccer Coach,– Beaverton, OR

Whitford Middle School - Beaverton, OR - Asst. Soccer Coach, Technical Director/Set Designer, Math Tutor, Asst. Metals and Wood Class

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