Remote Customer Service Specialist with 4+ Years Telework Experience
Resume:
Resume for:
Donna Thomas
*****.***********@*****.***
Bristol, TN 37620
Authorized to work in the US .
Must have a remote position.
Work experience
Customer Service Representative
Cxperts - Township of Hamilton, NJ
October 2024 to April 2025
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
• Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary.
CSR - Customer Service Representative
Radial - Philadelphia, PA
April 2022 to September 2024
• Provided exceptional customer service by promptly and effectively addressing customer inquiries, concerns, and complaints
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Utilized CRM software to accurately document customer interactions, ensuring comprehensive records for future reference
• Participated in regular team meetings to share insights, discuss challenges, and collaborate on strategies for improving customer support operations
Customer Service
ACT - Johnson City, TN
October 2020 to January 2022
Answered incoming calls via the Avaya, assisted customers with loan maintenance.
Health Unit Coordinator
Wellmont Health System - Bristol, TN
April 1984 to March 2006
Maintained organization on my nursing unit, answered telephone/intercom. Transcribed physicians orders from patients charts and entered into the computer system, ordered and scheduled procedures as well as medications. Kept charts updated. Assisted physicians and nurses as needed, ordered supplies daily for patients and unit. Did monthly schedules and payroll via Kronos for staff of 36. Assisted with vital signs, released monitor tech and did backup for telemetry monitors.
Assembler
Univac - Bristol, TN
February 1977 to April 1980
• Assembled components and subassemblies according to blueprints, diagrams, and work instructions
• Inspected finished products for quality assurance, ensuring adherence to specifications
• Collaborated with team members to meet production goals and deadlines
• Maintained a clean and organized work area, promoting safety and efficiency
• Followed standard operating procedures (SOPs) to ensure consistent product quality
• Utilized computer systems or software programs for tracking production progress or documenting defects
• Adhered to all safety regulations and protocols while performing assembly tasks.
Education
High school diploma
Tennessee High School - Bristol, TNSeptember 1971 to May 1975
Skills
Employee Orientation
Triage - 10+ years
Management
Human Resources
Hospital Experience - 10+ years
SAP
Vital Signs - 10+ years
Phone etiquette
Interviewing
Medical terminology - 10+ years
Microsoft Word - 10+ years
Microsoft Office
Office experience - 10+ years
Nursing - 10+ years
Kronos - 10+ years
Payroll - 10+ years
Workday
QuickBooks
Microsoft Excel - 10+ years
Laboratory Experience
English
Customer Service - 10+ years
Data entry
Documentation review
Certifications & licenses
Debt Collector
December 2021 to Present
In order to do loan servicing, had to get certified as debt Collector
Groups
Giving Foundation for Children "GFC"
August 2014 to September 2019
Administrator assistant for group. Helped raise funds for special need children throughout the United States. Organized fund raisers, created web site and platforms. Interacted when possible with the child and family in home.
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