Thomas Mathis Email & Phone Number

Richardson, Texas, United States

As an Experience Manager at Genpact, my mission is to facilitate the growth and development of our team members by delivering high-quality candidates through interviews and get their journey started with the company. I play a pivotal role in ensuring that our employees are equipped with the knowledge and skills they need to excel in their roles from day one.

Richardson, Texas, United States

As a Senior Trainer at Genpact, I play a pivotal role in elevating the quality and effectiveness of our training initiatives. With a Master Trainer certification that allows me to conduct Train the Trainer (T3) sessions, I not only train employees but also empower other trainers to excel in their functions.Key Responsibilities:Training Excellence: I lead by example, delivering high-impact training sessions that ensure our team members are well-prepared for their roles.Master Trainer Certified: My Master Trainer certification enables me to conduct Train the Trainer (T3) sessions, empowering other trainers to excel in delivering training content effectively.Admin Tasks and Reports: I take on administrative responsibilities, helping with managing training schedules, materials, and reports to ensure the smooth operation of our training programs.Performance Feedback: I provide valuable feedback to other trainers, assisting them in enhancing their training delivery and overall performance.Skills Development: I actively participate in the development of training materials, ensuring they are current and aligned with our organizational goals.Continuous Learning: Staying abreast of industry trends and best practices allows me to continually improve our training programs.

Richardson, Texas, United States

Training Excellence: I lead by example, delivering high-impact training sessions that ensure our associates are well-prepared for their roles.Admin Tasks and Reports: I take on administrative responsibilities, helping with managing training schedules, materials, and reports to ensure the smooth operation of our training programs.Performance Feedback: I provide valuable feedback to our associates, assisting them in enhancing their customer service, soft skills, and overall performance.Skills Development: I actively participate in the development of training materials, ensuring they are current and aligned with our organizational goals.Continuous Learning: Staying abreast of industry trends and best practices allows me to continually improve our training programs.

Richardson, Texas, United States

Began the process by learning how to help other associates. Then moved into a training role and began teaching new hires the needed content to be successful in their new positions. Managed a classroom and ensured the associates were successful and retained the needed information. Also helped with any questions associates had in production to ensure to deliver excellent service to our internal teams. Became certified to teach new trainers as needed for team growth and development.

Richardson, Texas, United States

In my role as a Process Associate, I am responsible for providing top-tier customer service through chat and phone channels. I have consistently demonstrated my commitment to excellence by achieving outstanding performance metrics and delivering exceptional service to our valued customers.Key Responsibilities:Customer Engagement: I engage with customers through chat and phone to address their inquiries, provide solutions, and ensure a seamless and positive experience.Problem Resolution: I am skilled at identifying and resolving customer issues efficiently and effectively, leading to high customer satisfaction and first call resolution rates.Product Knowledge: I maintain a deep understanding of our products and services, allowing me to provide accurate information and guidance to customers.Top Performer: Through my dedication and expertise, I consistently rank as a top performer in our customer service department, meeting and exceeding performance targets.Continuous Improvement: I actively seek opportunities for process improvement and provide valuable feedback to help enhance our customer service operations.

Richardson, Texas, United States

As a Customer Service Associate, I delivered dynamic customer experience to customers with a range of issues regarding Auto Finance.

Richardson, Texas, United States

My duties expanded again when I transferred to a store in Plano Texas. I accepted the role of Customer Service Manager. I still performed the Cashier duties as needed while managing two Service Desk and Money Center, and I facilitated the training of associates in all three areas as some roles were combined in the smaller location. I was then also trained on the process to keep the financial records for the store regarding the petty cash funds and vendor payments. We as the CSM were also the direct supervisors for the cashiers and the front end of the store. So we confirmed schedules for 2-3 weeks in advance to run the front end, reported PTO requests to leadership for approval, confirmed breaks and lunches, provided annual reviews, conducted annual reviews with associates, and conducted interviews for potential new hires.I completed training on inventory management, petty cash management, cash office management and recordkeeping, AML training, KYC training and fraud detection and prevention training for the money services area on a regular basis and also ensured all needed associates completed their training as a member of the leadership team. I ensured paperwork was filed to the needed entities. Also learned about the internal retention policies for the company regarding the cash office and its functions.I ensured tasks needed on daily basis for the Money Services desk were completed ensured any needed paperwork for escalation or required purposes was processed. I was also the lead Point of Contact in the store for de-escalating any escalated cases where we could not process transactions per our SOP.Additionally I learned about the functions of the cash registers, self checkouts, the cash office money counting machines, the cash office safe, and other machines and their workings in the store. I performed maintenance on them as needed.

Lancaster, Texas, United States

My duties expanded when I accepted the role of Customer Service Manager. I still performed the Cashier duties as needed. Was trained and managed two additional areas the customer service desk and the money services center as needed. We as the CSM were also the direct supervisors for the cashiers and the front end of the store. So we confirmed schedules for 2-3 weeks in advance to run the front end, reported PTO requests to leadership for approval, confirmed breaks and lunches, provided annual reviews, conducted annual reviews with associates, and conducted interviews for potential new hires.I completed training on inventory management, petty cash management, AML training, KYC training and fraud detection and prevention training for the money services area. Learned about the retention policy on the needed paperwork for filing the paperwork correctly with the entities needed for escalated cases or cases that required additional information for AML and fraud prevention purposes.I completed tasks related to the larger funds transfers that happened on a daily basis for the Money Services desk and filed paperwork as needed for escalated cases for AML and KYC requirements for money transfers and other money services performed for customers as required for following proper regulations. I was also one of the Points of Contact in the store for de-escalating any escalated cases where we could not process transactions per our SOP.Additionally I learned about the functions of the cash registers, self checkouts, and other machines and their workings in the store. I worked on and maintained their desired functions for minor repair and fixes unless we didn't have the parts and would call in a technician.

Lancaster, Texas, United States

With my role as a cashier my primary job duties were to interact with customers and provide excellent customer service and assist them with any immediate needs during their time in the store and during the checkout process. I also assisted with inventory rotation near the registers and keeping the working area clean and in working condition.