Valerie Thomas

586-***-****

adxdbx@r.postjobfree.com

Summary of Qualifications

Customer Service Representative with 5+years of inbound and outbound customer service experience. Excellent oral and written communication skills with a high level of customer service via chat, email and telephone. Assisted customer in all of their needs from online services, processed payments, dispute billing and up selling of products. Proficient in software programs such as but not limited to Outlook, Word, Excel, Power Point Lotus Notes, PeopleSoft. Possess the ability to multi-task and stay organized. Completed all tasks assigned in a timely manner. Excellent attendance record and team player.

Experience 03/2015 – 11/2021 Trugreen Lawn Care, Macomb, MI

• Answers inbound customer service calls, responds to customer emails and surveys.

• Resolves customer service concerns after determining root cause of the concern.

• Escalates customer issues requiring extensive problem solving.

• Updates and maintains customer database with accurate customer information.

• Provides resolution and timely follow-up with the customers.

• Achieves quality standards as outlined in the Quality Assessment form.

• Make outbound calls to customers to schedule applications and/or service calls. 05/2013 - 01/2014 Dialogue Marking/Entertainment, Troy, MI Customer Service Representative

• Inbound call center, email respondent, sales and renew subscriptions, dispute billing and accepting payments by via credit card, set up for auto-pay on subscriptions.

• Excellence in customer service with telephone and online etiquette.

• Responded to service requests, inquiries and complaints over the phone and via e-mail.

• Provide solutions to concerns and assisted in troubleshooting product issues. 11/2012 - 05/2013 Aditya Birla Minacs/GM, Warren, MI Customer Service Advisor

• Provide customer relations support for General Motors/Onstar with navigation via inbound calls.

• First line resolution while expressing empathy for customers.

• Ensure to provide customer goodwill assistance to ensure satisfaction, if needed.

• Effectively communicate customers to resolve customer issues in a timely and effective matter.

• Use and navigate multiple systems to track, document and research case.

• Offer additional products and services when appropriate.

• Determine if the customer is calling about a technical or nontechnical issue. 07/2011 - 11/2012 CVS Pharmacy, Eastpointe, MI

Pharmacy Technician

• Type prescriptions, count medications, service patients in person & on the telephone.

• Locate medication to fill, request refills to be filled by the doctor, order medications online.

• Apply medical insurance to patients’ profile.

04/2007- 03/2008 Kaul Funeral Homes, Roseville, MI 07/2005 -10/2006 Verheyden Funeral Homes, Grosse Pointe Park, MI Administrative Assistant

• Maintain office responsibilities, Prepare & proof read death certificates & burial permits.

• Generate veterans’ burial information for families, research archives for families of the deceased.

• Print orders for prayer cards, memorial folders, acknowledgment cards & register books.

• Confirm contracts for accuracy, greet visitors for funeral services.

• Accounts Payables/Receivables, order supplies, caskets and urns. 11/1999-07/2005 Creative Solutions Group, Clawson MI Administrative Assistant/Receptionist

• Greet customers, clients and vendors in person and via phone

• Schedule meetings, type, proof read, edit various documents, order supplies.

• Assist staff members, internet research, organize, collate and bind books for presentations.

• Add and record time cards totals,

Certificates of Completion 2013 – 2013 HIPAA, HIPAA Group 2011 – 2012 Pharmacy Technician, CVS Pharmacy, Eastpointe, MI 2009 – 2009 Medical Coding/Terminology

Macomb Community College, Warren, MI

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