TOM BATES
Fishers
Summary
Delivered job coaching and employment support through team-focused collaboration, leveraging 15+ years of customer service and management experience.
Overview
13
13
years of professional experience
Work History
Employment Specialist
Greater Cincinnati Behavioral Health Services
Cincinnati, OH
09.2021 - 09.2026
- Provided services including one-on-one career exploration/job development sessions, resume development and critiquing, individualized job searches, job/task analysis, orientation and job training, and other on-site and off-site training and assist clients with severe mental illnesses and other barriers to obtain and maintain employment.
- Developed individualized employment plans for clients with severe mental illnesses and other barriers to employment.
- Assessed client vocational interests, barriers, and strengths to guide individualized employment planning.
Job Coach
Systems Unlimited
Iowa City, IA
11.2019 - 06.2021
- Workplace success improved through direct coaching for individuals with disabilities.
- Strong trust developed by aligning support with each worker's communication style.
- Reliable transportation supported consistent arrival to and from job sites.
- Accurate shift documentation captured all support services provided.
Customer Service Specialist
American National Insurance
Springfield, MO
03.2019 - 07.2019
- Supported busy call center operations with American National.
- Managed high volumes of customer calls covering documentation requests, coverage questions, payment concerns, and billing inquiries.
- Built strong customer relationships through active listening, problem-solving, and timely follow-up communication.
Technical Services Representative
Jack Henry & Associates
08.2018 - 01.2019
- Resolved bank questions about specific banking software.
- Improved software configuration alignment with client needs through direct support.
Customer Service Specialist
American National Insurance
Springfield, MO
04.2018 - 08.2018
- Supported busy call center operations at American National.
- Handled daily calls covering documentation requests, coverage questions, payment inquiries, and billing questions.
- Built strong customer relationships through active listening, problem-solving, and follow-up communication.
Inbound Customer Service Specialist
Chase
Springfield, MO
02.2014 - 04.2018
- Supported team leadership in interim team leader role and delivered coaching for 12 new hire training classes.
- Assisted with escalated customer calls involving irate callers.
- Received repeated recognition for call quality and performance.
- Ranked #1 on team in overall metrics multiple times and earned top yearly evaluation rating from supervisors on multiple occasions.
Education
Bachelor of Science - Mass Media (Psychology Minor)
College of The Ozarks
Point Lookout, MOSkills
- Directed customer support efforts and resolved escalated issues with appropriate follow-up
- Coordinated escalation workflows to prioritize urgent client needs and maintain service continuity
- Guided job search strategy development to support candidate readiness and application focus
- Represented client interests through clear communication and timely service coordination
- Maintained detailed records documentation to support accurate case history and reporting
- Contributed to performance assessment processes by organizing notes and supporting review steps
- Supported workforce development initiatives through planning, guidance, and resource coordination
- Managed account updates to keep client information current and accessible
- Prepared resume development materials aligned with role requirements and career goals
- Built community networking connections to strengthen outreach and referral opportunities
Timeline
Employment Specialist
Greater Cincinnati Behavioral Health Services
09.2021 - 09.2026
Job Coach
Systems Unlimited
11.2019 - 06.2021
Customer Service Specialist
American National Insurance
03.2019 - 07.2019
Technical Services Representative
Jack Henry & Associates
08.2018 - 01.2019
Customer Service Specialist
American National Insurance
04.2018 - 08.2018
Inbound Customer Service Specialist
Chase
02.2014 - 04.2018
Bachelor of Science - Mass Media (Psychology Minor)
College of The Ozarks