Customer Service Representative

Julie’Ian Thomas

504-***-**** / ad3134@r.postjobfree.com / Amarillo, Tx

CAREER SUMMARY

Results-oriented and customer-focused Customer Service Representative with a proven track record of delivering exceptional service and enhancing customer satisfaction. Years of experience in managing customer inquiries, resolving issues, and optimizing customer service processes. Adept at building strong customer relationships and implementing strategies to improve overall customer experience.

WORK EXPERIENCE

HomeDepot

Senior Customer Service Representative

Remote Jul 2023 - Present

• Managed a high-volume of customer inquiries, achieving a 98% customer satisfaction rating.

• Implemented process improvements that led to a 25% reduction in average resolution times.

• Conducted regular training sessions for customer service representatives, resulting in a 20% improvement in service quality.

• Successfully met or exceeded monthly service level agreements, maintaining a 95% adherence rate. Harrah’s Casino

Customer Service Supervisor

Remote/Hybrid Aug 2020 - Apr 2023

• Oversaw a team of customer service representatives, achieving a 30% improvement in overall team productivity.

• Implemented a new customer feedback system, resulting in a 25% increase in positive customer testimonials.

• Conducted regular performance evaluations, achieving a 20% improvement in team efficiency.

• Collaborated with IT teams to implement a new customer relationship management (CRM) system, achieving a 30% improvement in data accuracy.

Satellite Tv Company

Customer Service Associate

New Orleans, LA Jan 2018 – May 2020

• Provided timely and accurate support to customers, achieving a 95% customer satisfaction rating.

• Demonstrated proficiency in issue resolution, resulting in a 20% reduction in escalated cases.

• Consistently met or exceeded individual performance metrics, including call quality and average handling time.

• Contributed to the development of new customer training materials, improving consistency in customer interactions. EDUCATION

Sophie B Wright Charter School

High School Diploma

SKILLS

Customer Service Excellence Chat Support

Team Leadership Training and Development

Customer Feedback Analysis CRM Implementation

Quality Assurance Product Knowledge

Technical Support Zendesk

Salesforce

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