Angela Thomas
Killeen
Summary
Highly motivated and customer-oriented individual with 11 years of experience in customer service and remote support. Adept at resolving customer inquiries, providing excellent service, and fostering positive relationships. Seeking a remote customer service position to apply my communication skills, problem-solving abilities, and technical expertise in delivering exceptional service to customers.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Munson Medical Health Center
11.2021 - 04.2023
- Provide exceptional remote customer support via phone, email, and live chat to assist customers with inquiries, troubleshooting, and technical support.
- Resolve customer complaints efficiently while maintaining a positive and professional demeanor.
- Guide customers through product usage, providing detailed instructions and answering technical questions.
- Process orders, returns, and exchanges, ensuring accurate and timely order fulfillment.
- Collaborate with cross-functional teams to address customer feedback and improve product offerings.
- Maintain detailed records of customer interactions, troubleshooting steps, and resolutions.
Customer Support Associate
Parent Central
06.2021 - 11.2021
- Responded to customer inquiries through various channels, providing prompt and effective solutions.
- Managed a high volume of customer tickets, ensuring quick resolution within SLAs.
- Assisted in the development of FAQs and knowledge base articles to empower customers to find self-help solutions.
- Participated in virtual team meetings and training sessions to stay current on product updates and best practices.
- Achieved 100% customer satisfaction rating, exceeding performance goals.
Youth Development Assistant
School Aged Center
06.2019 - 06.2021
- Analyzed assessment data to track individual student progress towards meeting developmental milestones
- Provided leadership, guidance, and direction for all staff members while maintaining a positive work environment
- Maintained up-to-date records for each child enrolled in the program including daily attendance logs and health assessments
- Resolved conflicts between parents and guardians or other staff members in a timely manner using effective problem solving techniques
- Cultivated relationships with families by providing quality customer service and creating an open line of communication
- Encouraged creative problem solving and critical thinking within a supportive environment
- Participated in team meetings to discuss strategies for providing effective client services
- Facilitated group activities to encourage positive relationships between peers
Material Handling Specialist
Purolator Filters INC
09.2017 - 05.2019
- Collaborated with team members to achieve daily production goals set by management
- Exhibited excellent organizational skills when stocking shelves or rearranging inventory locations
- Adapted quickly to changes in production schedules and adjusted workflow accordingly
- Handled multiple tasks simultaneously without compromising quality standards
- Provided assistance to team members in order to complete projects within timeline constraints
- Resolved conflicts between coworkers by utilizing mediation skills and providing constructive feedback
- Communicated with supervisors and team members to ensure proper product handling
Education
Master of Business Administration (M.B.A.) - Concentration in Health Care Management
University of Phoenix
Phoenix, AZ08.2016
Bachelor of Science (B.S.) - Health Administration/Health Management
University of Phoenix
Phoenix, AZ05.2014
Associate in Science (A.S.) - Health Care Administration/Pharmacy Practice
University of Phoenix
Phoenix, AZ01.2011
Skills
- Remote Customer Support
- Multichannel Communication (phone, email, chat, social media)
- Problem-Solving and Conflict Resolution
- Time Management and Organization
- Product Knowledge and Troubleshooting
- Empathy and Active Listening
- Data Entry and Documentation
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Fast Learner and Adaptable
Timeline
Customer Service Representative
Munson Medical Health Center
11.2021 - 04.2023
Customer Support Associate
Parent Central
06.2021 - 11.2021
Youth Development Assistant
School Aged Center
06.2019 - 06.2021
Material Handling Specialist
Purolator Filters INC
09.2017 - 05.2019
Bachelor of Science (B.S.) - Health Administration/Health Management
University of Phoenix
Associate in Science (A.S.) - Health Care Administration/Pharmacy Practice
University of Phoenix
Master of Business Administration (M.B.A.) - Concentration in Health Care Management
University of Phoenix
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