Remote CSR & Administrative Specialist with Leadership Experience

A shley T hompson

Houston, Texas • 225-***-**** • ******************@*****.***

Customer-focused professional with extensive experience in customer service, administrative support, and team coordination. Proven ability to manage high call volumes, resolve customer concerns, and lead service operations in fast-paced environments. Seeking a remote Customer Service Representative (CSR) role where I can leverage strong communication, problem-solving, and organizational skills.

Experience

Customer Service Representative (CSR)

IBEX Global Solutions – Remote

September 2025 – February 24, 2026

• Provided customer support via phone, resolving inquiries and issues efficiently

• Managed high call volumes while maintaining professionalism and accuracy

• Documented customer interactions in internal systems

• Ensured customer satisfaction while meeting performance metrics Administrative Customer Service Manager

Safe Place Counseling & Consulting – Houston, TX

August 2020 – September 2025

• Oversaw daily customer service operations and administrative functions

• Managed incoming calls, client scheduling, and service coordination

• Supervised and supported staff to ensure high-quality client care

• Resolved client concerns and escalations in a timely and professional manner

• Maintained accurate client records and documentation in electronic systems

• Improved workflow efficiency and supported overall office operations Night Auditor / Front Desk Agent

Hilton Capital Center – Baton Rouge, LA

November 2018 – December 2019

• Coordinated guest check-ins and check-outs while delivering high-quality customer service

• Managed multi-line phone systems, responding to calls promptly and professionally

• Processed reservations and addressed customer inquiries with accuracy and efficiency Night Auditor

Hilton Garden Inn – Baton Rouge, LA

June 2015 – September 2017

• Managed front desk operations during overnight shifts, ensuring smooth and efficient service

• Completed nightly financial audits with accuracy and attention to detail

• Assisted guests with check-ins, inquiries, and issue resolution in a professional manner

• Handled reservations, billing, and payment processing

• Maintained detailed records and ensured compliance with company procedures Cocktail Waitress

Hollywood Casino – Baton Rouge, LA

November 2012 – June 2015

• Delivered exceptional customer service in a high-volume, fast-paced environment

• Built strong rapport with guests to enhance overall experience and satisfaction

• Responded promptly to customer needs and resolved concerns professionally

• Maintained accuracy while handling multiple orders and transactions simultaneously

• Collaborated with team members to ensure efficient service and smooth operations S k i l l s

Customer Support & Client Relations • Call Center Operations (Inbound/Outbound Calls) • Conflict Resolution & De-escalation • Data Entry & Documentation Accuracy • Remote Work Tools (Zoom, Teams, Slack) • Adaptability & Quick Learning • Customer Retention & Satisfaction

Education

High School Diploma

Zachary High School – Zachary, LA

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