Customer Service Call Center
Resume:
Denise C. Thomas
**** ******** ****** ***** #**
Cincinnati, OH 45251
******.******.***@*****.***
Professional Summary
Dedicated and personable customer service professional with over 10 years of experience in administrative support, inbound/outbound call handling, and customer relationship management. Proven ability to manage appointment scheduling, order processing, and client communications in fast-paced environments. Strong interpersonal skills, tech-savvy, and highly organized with a commitment to providing exceptional service.
Key Skills
• Inbound/Outbound Call Center Support
• Customer Relationship Management (CRM)
• Appointment Scheduling
• Microsoft Office Suite (Word, Excel, Outlook)
• Data Entry (50+ WPM)
• Email & Phone Correspondence
• Service Contract & Warranty Management
• Shipping/Receiving & RF Scanning
• Order Processing & Inventory Support
• Circuit Board Assembly & Testing
• Quality Control & Troubleshooting
Professional Experience
Jeff Wyler Nissan of Cincinnati – Cincinnati, OH
Customer Service Representative
August 2024 – Present
• Handle inbound and outbound calls to assist customers with service appointments, vehicle status updates, and inquiries.
• Coordinate loaner vehicle issuance and returns.
• Manage warranty lookups and process claims.
• Review customer service contracts and advise on upcoming maintenance needs.
iDrive Auto Sales – Fairfield, OH
BDC Representative
April 2024 – July 2024
• Responded to incoming leads via Dealer Center CRM.
• Made initial contact via call, text, and email to set sales and service appointments.
• Provided vehicle details, photos, and appointment coordination.
Cincy Auto Mall – Fairfield, OH
BDC Representative
March 2023 – September 2023
• Managed lead follow-ups and appointment scheduling.
• Provided customer assistance on vehicle inventory and test drive scheduling.
• Maintained detailed customer communications and CRM updates.
Broan-NuTone LLC – Hartford, WI
Inbound Call Center Representative
November 2019 – 2021
• Handled customer and distributor inquiries on orders, shipping, and product availability.
• Processed returns, refunds, and order changes via multiple software systems.
• Sent follow-up emails and placed parts orders for repairs.
Kings Honda – Mason, OH
BDC Specialist
May 2017 – October 2019
• Conducted outbound calls and email follow-ups for vehicle sales appointments.
• Scheduled test drives and ensured seamless coordination between customers and sales staff.
Jake Sweeney Chevrolet / Mazda – Cincinnati, OH
BDC Specialist
March 2013 – May 2017
• Facilitated outbound communications with potential buyers.
• Maintained customer engagement and scheduled in-store visits for vehicle purchases.
Education
ITT Technical Institute – Cincinnati, OH
Associate of Applied Science, Electronics Engineering November 1999
Aiken High School – Cincinnati, OH
High School Diploma June 1996
References
• Jody Haskins – iDrive Auto Sales 513-***-****
• Keishia Ewing – Jake Sweeney Chevrolet 513-***-****
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