Customer Service Assistant Manager
Resume:
Eric Thomas
Customer Service & Operations Professional
** ***** *** **., *****, US, 19023
***********@*****.***
Customer Service & Operations Professional with over 23 years of experience in enhancing client trust and satisfaction through personalized care and effective communication. Demonstrates extensive expertise in conflict management, financial accuracy, and team leadership, driving significant improvements in service quality and operational efficiency. Passionate about leveraging skills to innovate and deliver exceptional client outcomes in diverse sectors including retail, security, and personal care. Employment history
Direct Care Worker,
Public Partnership, Jul
2014 - Jul 2025
Boston, MA
Security Guard, Global
Security, Jul 2013 -
Present
Philadelphia, PA
• Provided customer-facing assistance by guiding visitors, addressing inquiries, and maintaining a secure yet welcoming environment.
• Diffused tense situations calmly and professionally, ensuring customer and staff safety.
• Delivered prompt support during emergencies and resolved issues swiftly to maintain trust and confidence.
Assistant Manager,
Advance Auto Parts, Mar
2008 - Jun 2013
Philadelphia, PA
• Delivered tailored product recommendations and hands-on support to customers with automotive service needs.
• Handled cash/card transactions, balanced registers, and processed bank deposits with attention to financial accuracy.
• Trained team members in customer service techniques and store policies, improving overall satisfaction scores.
• Resolved customer complaints effectively, ensuring positive outcomes and encouraging repeat business.
Assistant Manager, Jiffy
Lube, Jun 2002 - Mar
2008
Wilmington, DE
• Oversaw service quality by supervising customer interactions and ensuring satisfaction with vehicle services.
• Educated customers on vehicle needs and maintenance options, building rapport and trust.
• Handled customer payments, daily reports, and staff performance evaluations. Education
South Philadelphia High School, Philadelphia, PA
High School Diploma
Builds client trust through consistent care and clear communication. Assists clients with daily tasks, ensuring their dignity and safety. Organizes community activities to enhance client engagement. Oversees medication schedules, promptly addressing client needs. Streamlined daily living assistance processes, leading to noticeable improvements in client independence and overall well-being.
Monitored client progress and adjusted care plans based on individual needs, ensuring tailored support and measurable outcomes.
Coordinated with healthcare professionals to deliver comprehensive care, significantly improving client health management and service integration. Maintained accurate records of medication schedules and client interactions, promoting accountability and enhancing service quality.
Fostered a nurturing environment through empathetic communication, enhancing client relationships and trust.
Implemented personalized care plans, resulting in marked gains in client satisfaction and improved daily living skills.
Courses
Direct Care Training & Competency Certification
PA Dept. of Public Welfare
Security and Safety Procedures Training, Jun 2015
Security and Safety Procedures Training
Skills
Customer Support Complaint Resolution Product Recommendations Upselling Conflict Management De-escalation Retail Operations POS Systems Communication Interpersonal Skills Team Leadership Staff Training Transaction Processing Financial Accuracy Remote Work Readiness Dependability
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