Abigail Thomas
McDonough,GA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
7
7
years of professional experience
Work History
RFS Agent
IK Hofmann USA For Lufthansa Cargo
Atlanta
04.2024 - Current
- Liaised between trucking providers and different stations so that cargo is moved daily and in a timely manner.
- Provided assistants to providers and cargo stations through phone and email communication.
- Conduct negotiations to get the best offers from providers to move the loads on behalf of Lufthansa Cargo.
- Responded to provider and cargo station inquiries, and resolved issues promptly.
Customer Service Representative Team Lead
DHL Supply Chain
Union City, GA
07.2021 - 04.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Cross-trained staff members, resulting in 90% increase in customer satisfaction ratings.
- Trained staff to provide excellent customer service to challenging customers.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Customer Service Representative
IK Hofmann USA For Lufthansa Cargo
Atlanta, GA
11.2019 - 07.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Customer Service Agent
Hallmark Aviation
Atlanta, GA
05.2018 - 11.2019
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Master of Science - Data Science
University of Phoenix
Tempe, AZ01.2025
Bachelor of Science - Business
University of Phoenix
Tempe, AZ07.2023
Skills
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Verbal and Written Communication
- Customer Service
- Responding to Difficult Customers
- Courteous with Strong Service Mindset
- Creative Problem Solving
- Data Entry
- Issue and Complaint Resolution
- Understanding Customer Needs
- Senior Leadership Support
- Shipping and Receiving Understanding
- Business Development Understanding
- Microsoft Office Expertise
- Technologically Savvy
- Freight Operations
- Inbound and Outbound Calling
- Customer Relations
- Call Center Operations
- Logistics
- Matric,SAP,Altia,OTM
- Leadership
Timeline
RFS Agent
IK Hofmann USA For Lufthansa Cargo
04.2024 - Current
Customer Service Representative Team Lead
DHL Supply Chain
07.2021 - 04.2024
Customer Service Representative
IK Hofmann USA For Lufthansa Cargo
11.2019 - 07.2021
Customer Service Agent
Hallmark Aviation
05.2018 - 11.2019
Master of Science - Data Science
University of Phoenix
Bachelor of Science - Business
University of Phoenix
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