Customer Service Representative
Resume:
Chandra
Thomas
Cypress, TX *****
********@*****.***
After Hours Team Leadership
• Dispatcher
• Customer Service
• Data Entry
• ServiceTitan CRM System
• Avaya
• Genesys Cloud CX
• Microsoft Office
• Microsoft Teams
Results-oriented professional with a proven track record of being praised as hard-working by co-workers and management. Offering 10 years of experience directly relevant to the Customer Service Representative role. Demonstrated skills in scheduling, conflict resolution, and procedure standardization. Consistently showcased effectiveness in working within teams, problem-solving, and multitasking as a CSR, scheduler, dispatcher, and team leader at ARS Rescue Rooter.
Employee of the Month
Awarded Employee of the Month and was given a special parking spot close to the front doors for 30 days
Accomplishments
CSR/ Scheduler/ Dispatcher/ Team Leader
ARS Rescue Rooter, Houston, TX April 2021 - July 2024 As an ARS Rescue Rooter Customer Service Representative/Dispatcher/Team Leader, I handled customer inquiries, scheduled appointments, managed dispatch, and led an After Hours CSR team, ensuring high customer satisfaction and efficient operations.
Sceheduling Coordinator
Interior Logic Group, Houston, TX January 2019 - April 2021 As a Scheduling Coordinator at Interior Logic Group, I was a key liaison between customers and the installers,
responsible for coordinating installations, managing expectations, and ensuring customer satisfaction through
timely and efficient project execution
Work History
Supervised and led the customer service team, ensuring all team members are following company policies and procedures
Oversaw the customer service processes, including prioritizing calls, and dispatching HVAC, plumbing and electrical technicians to calls for service Evaluated team member performance, provided feedback and coaching, and conducted performance reviews ensuring that all customer interactions were handled professionally and efficiently, maintaining a high level of customer satisfaction
Utilized knowledge of ServiceTitan CRM to optimize everything, from routing to job assignments ensuring operations ran smoothly and efficiently Monitored and tracked key performance indicators (KPIs) to assess team performance and identify areas for improvement
Spearheaded customer service strategies, boosting satisfaction ratings for residential and commercial flooring installations
Managed flooring installation services for 5-10 installers in Houston, enhancing customer satisfaction through optimal scheduling Streamlined installer schedules with advanced scheduling software, boosting routing efficiency and improving workload distribution. Skills
Customer Service Representative
Harte Hanks (FedEx Contracted),
Austin, TX
January 2018 - January 2019
As a Harte Hanks (FedEx Contracted) Customer Service Representative, I assisted customers with inquiries, resolved issues, and provide information about FedEx products and services, often through phone, email, or chat, while adhering to service level agreements
Career Advisor
HootCall, Austin, TX March 2015 - January 2018
As a Hoot Call Career Advisor, I was primarily responsible for providing career guidance and support to callers,
including conducting assessments, facilitating workshops, and assisted with job search strategies, all while maintaining accurate records and staying updated on career development trends. With the initial goal of transferring the caller over to a College Advisor to sign up for college.
Coordinated appointments and provided detailed instructions to customers via phone and email.
Successfully resolved customer complaints, achieving a satisfaction rate through empathetic support and
proactive solutions
Provided assistance to applicants in accurate dissemination of FedEx service and policy information
Efficiently managed over 100 calls daily, consistently recognized by applicants and College Advisors for outstanding
customer service
Guided over 50 applicants a day in successfully completing online job applications
Facilitated the transfer of prospective candidates to College Advisors, resulting in an increase in college program enrollments Efficiently managed numerous calls daily, consistently recognized by applicants and College Advisors for outstanding customer service Lone Star Community College at Houston, TX
General Education Diploma in GED
Education
Dear Hiring Manager,
I am writing to express my enthusiasm for the Customer Service Representative
/ Dispatcher position at your esteemed company. My name is Chandra Thomas, and I am thrilled at the prospect of contributing to a team that prioritizes customer satisfaction while embracing innovative solutions. With extensive experience in dispatching and customer service, I have honed my skills in Microsoft Teams, Microsoft Office, and ServiceTitan CRM. My familiarity with Avaya and Genesys Cloud CX platforms empowers me to deliver exceptional support efficiently, while my leadership abilities and expertise in de-escalation ensure that I resolve conflicts with empathy and professionalism. Cover Letter
What excites me most about this role is your commitment to excellence in customer interaction. I admire how your company emphasizes not just meeting customer needs but exceeding expectations. I am eager to bring my scheduling skills and customer-centric approach to your organization, ensuring streamlined operations and satisfied customers.
Additionally, my ability to communicate effectively in a remote environment has allowed me to build strong relationships with colleagues and clients alike, enhancing collaboration and ensuring seamless service delivery. I am passionate about the opportunity to contribute to your team and elevate customer experiences. Thank you for considering my application. I look forward to the possibility of discussing how I can help support your goals. Warm regards,
Chandra Thomas
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