Amheky Thompson
Hyde Park,MA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Massachusetts Health Connector
Boston, MA
01.2020 - 01.2025
- Drive customer experience and growth
- Perform day to day administrative tasks
- Effectively manage incoming calls
- Identify and assess a customer's needs
- Provide accurate and complete information
- Track customer interactions, process customer accounts and file documents
- Educated customers how to use company systems, complete forms and obtain desired services
- Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service
- Explained payment options and referred customers to the billing department for payment or additional billing questions.
- 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.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Set up and activated customer accounts.
Nursing Unit Coordinator
Massachusetts General Hospital
Boston, MA
10.2020 - 08.2022
- Improved productivity initiatives, account management, itinerary coordination, and client/leadership appointment scheduling
- Reduced project downtime by effectively managing, scheduling, and dispatching technicians for on-site repairs
- Guided employees through routine and complex administrative situations with a decisive but motivating approach
- Used automation to manage client correspondence, record tracking, and data communications in the office
- Kept track of office inventory to ensure adequate supply levels and placed orders for products
- Managed client correspondence, payment scheduling, record tracking, and data communications by automating office operations.
Quality Control Specialist
Amazon Warehouse DB02
Dedham, MA
11.2017 - 11.2020
- Reviewed and validated quality requirements for manufacturing planning, supplier purchase orders, and engineering specifications to meet contract compliance regulations
- Documented and executed detailed test plans and test cases, as well as summarized and logged audit findings for reporting purposes
- Conducted an initial client assessment and analysis to begin the research process
- Looked over the materials to make sure they were all the same and that the company was running smoothly
- Halted the production line if major non-compliance with specifications, standards, or quality was discovered during the inspection process
- Performed routine maintenance and calibration on testing equipment
- Conducted a data review and followed standard procedures to find solutions.
Supervisor
McDonald's
Boston, MA
04.2017 - 08.2018
- Was in charge of training new employees
- Employees are coached and counseled to ensure that each work process is carried out in accordance with company policies
- Helped with manufacturing, safety, inventory control, and process implementation in all areas
- Created training materials, task and process guidelines, and provided employees with clear and concise instructions
- Changed job assignments and schedules to keep up with changing business needs, taking into account processes, employee knowledge, and customer expectations
- Mentored and trained employees while also keeping track of their progress.
Education
Bachelor of Science - Information Technology
Southern New Hampshire University
Hooksett, NH01.2026
Associate of Science -
Fisher College
Boston, MA01.2018
High School Diploma -
The English High School
Boston, MA01.2016
Skills
- Computer Proficiency
- Adaptive Team Player
- Data Evaluation
- Multi-Task Management
- Inbound and Outbound Calling
- Appointment Scheduling
- Information Security
- Data Entry
- Quality Assurance Controls
- Customer Service
- Problem Resolution
- Scheduling
- Researching
- Product Organization
- Clerical Support
- Retail Sales Customer Service
Timeline
Nursing Unit Coordinator
Massachusetts General Hospital
10.2020 - 08.2022
Customer Service Representative
Massachusetts Health Connector
01.2020 - 01.2025
Quality Control Specialist
Amazon Warehouse DB02
11.2017 - 11.2020
Supervisor
McDonald's
04.2017 - 08.2018
Bachelor of Science - Information Technology
Southern New Hampshire University
Associate of Science -
Fisher College
High School Diploma -
The English High School