Customer Service Lead Trainer

KRISTI THOMPSON / 904-***-****

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PROFESSIONAL PROFILE

Client-focused, solutions driven customer service professional. Accustomed to working in fast-paced, deadline driven environments, with ability to adapt to ever-changing work conditions and priorities.

PROFESSIONAL EXPERIENCE

Royal Seas Cruise Lines 2014 – 2016

Promotional Director

Learned the organization’s culture, vision, policies and procedures from the ground level up as a customer service representative

Trained new hires

Ran the cruise line’s promotional campaigns

Directed Guest Services, ensuring all employees followed company guidelines, guaranteeing quick resolution of 100% of customer concerns and issues

Scheduled employee shifts

Named Employee of the Month for three straight months

Norco Worldwide 2012 – 2014

Assistant Office Manager

Communicated clearly and positively with customer service representatives and clients for this major online prescription drug company

Helped supervise the work of office and customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems

Aided manager in providing employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes

Named Employee of the Month

Waffle House 2006 – 2012

New Hire Lead Trainer / Server

Upheld 100% of the company’s operational guidelines

As a lead trainer for new hires, taught and modeled the company’s customer service guidelines for new employees

Ensured new hires mastered the Waffle House Mark System, a code that allows grill operators to know what orders go on what plates

As a server, coordinated with the kitchen to make sure service was on time and the quality of the food was according to the company’s standards

EDUCATION, PROFESSIONAL DEVELOPMENT, AND ACCOMPLISHMENTS

Operation New Hope – Life Skills and Ready4Work program, 2017

Named Royal Seas Cruise Lines Employee of the Month three months in a row

Named Employee of the Month for Waffle House

In less than two years, worked way up from being a customer service representative to promotional director and training manager for Royal Seas Cruise Lines

While working for Norco Worldwide, worked way up from customer service representative to assistant office manager

In four years, worked way up from server to a lead new employee trainer for a Waffle House restaurant

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