Customer Service Call Center

CAMILLE A. THOMPSON

Philadelphia PA, *****. 215-***-**** *******************@*****.***

Professional Summary Accomplished Customer Service Professional with 20 years of progressive experience in roles of increasing responsibility and leadership. Demonstrates a proven ability to quickly master new tasks and excel in cultivating key customer relationships. A self-motivated, independent, and quick-thinking team player with exceptional communication skills, seeking a role that offers increased responsibility and opportunities for growth.

Skills: Writing Active Listening Customer and Personal Service Speaking Time Management Critical Thinking Judgement and Decision Making Monitoring

Experience:

Call Center Supervisor – Center City Legal Reproduction November 2022 – Present

Train and re-train new and current employees to ensure high performance standards.

Conduct quality assurance analysis to maintain service excellence.

Manage queue assignments to optimize workflow efficiency.

Generate daily and weekly performance reports to track progress and identify areas for improvement.

Lead the interviewing, hiring, and onboarding processes for new employees.

Handle escalated calls and provide resolution to complex customer issues.

Prepare comprehensive monthly and annual performance reports.

Assist in setting targets for individuals and teams to drive performance.

Provide guidance and feedback to staff, answering questions and fostering a supportive environment.

Cultivate a friendly and motivating work atmosphere to enhance team morale. Social Customer Care – American Airlines

March 2020 July 2021 – September 2022

Managed and responded to customer inquiries via chat on Twitter with precision and care.

Engaged leadership for support when necessary to ensure optimal customer satisfaction.

Proactively resolved issues on the first contact by demonstrating patience, empathy, and understanding.

Delivered exceptional customer service through active listening in a chat-based environment.

Communicated with customers in a compassionate and appropriate manner, incorporating humor to enhance interactions.

Created reservations and provided effective customer service by conveying information regarding schedules, rates, routings, connections, and destinations.

Handled confidential customer information with sensitivity and discretion.

Compassionately managed sensitive situations.

Adhered to all client and regulatory compliance laws.

Documented all customer-facing interactions meticulously.

Engaged leadership for support when necessary.

Senior Customer Service Representative – Columbus Communications Trinidad Ltd November 2006 – September 2017

Assistant Supervisor leading a Service Delivery team of 16 employees, managing and addressing the needs and concerns of approximately 400 customers daily through motivation and encouragement.

Demonstrated a systematic approach to solving problems for both internal and external customers on a daily basis.

Exhibited analytical thinking by quickly grasping ideas, defining problems, and outlining resolution steps efficiently.

Accurately interpreted facts and figures for weekly reporting, managed projects, and contributed to committee and teamwork.

Responsible for accurate daily cash management, ensuring efficient and timely deposits Office Manager – Top Décor Ltd.

April 2003 – November 2006

Organized meetings and managed databases efficiently.

Coordinated company events and conferences.

Handled correspondence, complaints, and queries with professionalism.

Prepared letters, presentations, reports, and invoices accurately.

Assisted HR and finance functions by maintaining up-to-date personnel records and arranging interviews.

Education

College of Science, Technology and Applied Arts of Trinidad and Tobago (COSTAATT)

Bachelor of Business Administration (BBA) in Human Resource Management, Magna Cum Laude, 2023

Associate of Applied Science (AAS) in Business Administration, Honors, 2022

Associate of Applied Science (AAS) in Office Administration, 2013 Cipriani College of Labor and Co-operative Studies

Certificate in Public Relations, 2002

References

Anand Parasram 347-***-****

Bobbi Jones 267-***-****

Grace Pajotte Greene 954-***-****

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