Alexis Thompson
West Point,MS
Summary
Experienced Customer Service Representative with a strong focus on effective communication, both written and verbal. Skilled in active listening and adept at analyzing problems to provide timely solutions. Committed to enhancing customer experiences by consistently displaying service-oriented behaviors and understanding their desires. Dedicated to building customer loyalty through the provision of customized solutions.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Waste Management
Tupelo, MS
05.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Service Representative
Walmart
Columbus, MS
01.2017 - 04.2021
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Tech Support Representative
SITEL/ DIRECTV
Starkville, MS
08.2012 - 07.2016
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Conducted in-depth analysis of recurring technical problems, contributing to long-term solutions.
- Developed user-friendly guides for common issues, reducing volume of support tickets.
- Achieved recognition for outstanding problem-solving skills in complex technical environments.
Education
Associate Of Applied Arts -
East Mississippi Community College
Scooba, MS05.2014
Skills
- Customer Service
- Active Listening
- Critical Thinking
- Customer Relations
- Data Entry
- Call center experience
- Computer Proficiency
- Professional telephone demeanor
- Microsoft Outlook
Timeline
Customer Service Representative
Waste Management
05.2021 - Current
Customer Service Representative
Walmart
01.2017 - 04.2021
Tech Support Representative
SITEL/ DIRECTV
08.2012 - 07.2016
Associate Of Applied Arts -
East Mississippi Community College