Customer Service Representative

Dominique Thomas

Jackson, MS ******************@*****.*** 601-***-****

Professional Summary

Customer-focused and detail-oriented Customer Service Representative with 2+ years of experience in order entry, account support, and issue resolution across phone and email channels. Proven track record of managing high volumes of customer orders with accuracy, processing returns/credits, and collaborating cross-functionally with account executives to drive satisfaction. Adept in fast-paced environments, with strong communication, organizational, and technical skills. Committed to delivering timely, professional service and fostering trust through reliable, solutions-driven support.

Core Competencies

Order Management & Entry

Customer Account Support

RMA & Credit Request Processing

Email & Phone Communication

CRM & Order Systems (Salesforce, SAP, etc.)

Problem Resolution & Escalations

Detail-Oriented Documentation

Fast-Paced Environment Adaptability

Cross-Functional Team Collaboration

Professional Experience

Customer Support Specialist

University of Mississippi Medical Center, Jackson, MS

April 2022 – Present

Accurately entered and managed 100+ customer orders weekly using internal order management software, ensuring zero data errors.

Provided timely, professional phone and email support, resolving inquiries and delivery issues with a 95% customer satisfaction score.

Partnered with Account Executives to align on customer needs, account status, and proactive service improvements.

Processed RMA requests and tracked return shipments to ensure smooth resolution and crediting.

Handled credit and refund requests, working with finance to ensure timely processing and customer notification.

Escalated urgent or complex issues to senior team members or technical support, ensuring swift resolution.

Administrative & Order Entry Assistant

Hinds County Human Resource Agency, Remote

February 2021 – March 2022

Entered orders with 100% accuracy into ERP system; maintained up-to-date records and ensured order flow from placement to delivery.

Acted as the first point of contact for customer service emails, providing professional responses within 24 hours.

Maintained strong attention to detail in data entry, credit request submissions, and RMA documentation.

Independently managed daily workload and adapted to shifting priorities in a dynamic, high-volume environment.

Education

High School Diploma

Velma Jackson High School, Jackson, MS

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