Customer Service & Retention Specialist

LEONARD CHRISTOPHER THOMAS

404-***-**** **************@*****.***

PROFESSIONAL PROFILE

Over twenty years of customer service and client retention experience including researching and resolving complex issues, and using effective interpersonal communication skills to de-escalate customer complaints. Comfortable working in diverse-high volume environments, completing multiple projects simultaneously, collaborating in a team setting, and working under minimal supervision while meeting deadlines and producing high-quality work

SKILLS AND QUALIFICATIONS

Customer Service Interpersonal Communication Problem Solving Attention to Detail De-escalation Time Management

Payment Processing Data Entry & Reporting Resolving Complex Issues RELEVANT WORK EXPERIENCE

Gopuff Atlanta, GA

Delivery Driver March 2018 to Present

• Use computer technology to retrieve orders, view specific directions, and relay updates to customers

• Demonstrate time management and effective communication when making deliveries and communicating any changes or delays

• Responsible for processing payments ensuring accuracy and integrity with each transaction Momar, Inc. Atlanta, GA

Customer Service Analyst March 2016 to January 2018

• Researched and resolved credit and billing issues for customers

• Responsible for receiving escalated inbound calls from irate customers and using listening and negotiation techniques to reach a resolution resulting in customer retention and satisfaction

• Received orders, input data into systems, reviewed and tracked orders to ensure on-time delivery, and maintained order inventories

ERS Solutions Atlanta, GA

Customer Service Representative January 2007 to September 2015

• Served as a supervisor to a team of 25 customer service representatives including schedule adherence, call monitoring, and performance-based coaching

• Completed credit checks, account set up, and answered questions for customers with a volume of up to 100 inbound calls daily

• Actively engaged and participated in ongoing professional development opportunities and weekly team meetings to stay current on best practices and company polices Private Contracting Construction Atlanta, GA

Front Office Manager January 2003 to November 2006

• Served as the first point of contact for inbound calls and walk-ins, processed payments, and maintained work completion schedules

• Researched past due accounts and communicated with customers to negotiate terms of payment

• Maintained inventories, communicated with vendors, and placed supply and product orders as needed

Onsite Staffing Duluth, GA

Panasonic Logistics, Gwinnett Medical, Quikrete Co. June 2000 to September 2002

• Worked for a placement agency, positively representing my employer at each job site by demonstrating timeliness, attention to detail, and a positive attitude

• Served as a receptionist receiving up to 75 inbound calls per day in high-volume work environments and ensuring calls dispatched to appropriate parties

• Assisted with front office management duties including file maintenance, accounts payable and receivable, processing invoices, and mail distribution VGM & Associates Waterloo, IA

Specialist: Retail & DME Billing January 1999 to March 2000

• Excelled by demonstrating abilities to manage multiple tasks simultaneously while providing high levels of customer service

• Maintained accurate files for rental billing and submitted invoices for customer payment

• Indexed and researched past due accounts in preparation for upcoming billing cycle EDUCATIONAL BACKGROUND

Hawkeye Community College Waterloo, IA

Associate of Arts: General Studies; 2000

Teikyo Westmar University LeMars, IA

Associate of Arts: General Studies; Transferred

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