Aniya Thompson
Las Cruces
Summary
Seasoned Call Center Representative with background in providing high-quality customer service through effective communication. Strengths include ability to manage complex calls, troubleshoot effectively and maintain composure under pressure. Significant impact in previous roles includes improved customer satisfaction rates and efficient problem resolution. Strong multitasker with exceptional interpersonal skills, ensuring a positive experience for each customer.
Overview
3
3
years of professional experience
Work History
Call Center Representative
MCI Telecommunications
Las Cruces
01.2025 - Current
- Maintained accurate records of customer interactions for future reference.
- Contacted customers about potential service upgrades, new services and account changes.
- Performed outbound calling campaigns to promote new products or services.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Promoted available products and services to customers during service, account management and order calls.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Offered resolutions to de-escalate calls and solve customer issues.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Deli associate
Walmart
Las Cruces
08.2023 - 11.2024
- Customer Service: Assist customers with deli product selection, offer recommendations, and ensure satisfaction.
- Product Preparation: Slice, package, and label meats, cheeses, and other deli items.
- Stocking & Inventory: Maintain inventory levels, ensure products are fresh, and rotate stock.
- Food Safety: Follow proper hygiene and safety protocols in handling and preparing food.
- Sales Support: Promote deli specials and upsell additional products.
- Cleaning & Maintenance: Keep the deli area clean, organized, and sanitized.
- Cash Handling: Operate the register and process customer transactions.
- Increased Sales: Consistently met or exceeded sales goals by upselling deli products or promoting store specials.
- Customer Satisfaction: Received positive feedback or recognition for excellent customer service, contributing to repeat business.
- Efficient Operation: Streamlined deli operations, improving product prep time and reducing waste through better inventory management.
- Product Knowledge: Became a subject-matter expert on deli products, helping customers make informed choices and enhancing the store's reputation.
- Training & Mentorship: Trained new staff on deli procedures, safety standards, and customer service, improving team performance.
Crew Member
McDonald's
Las Cruces
08.2022 - 11.2023
- Customer Service: Provide friendly and efficient service, taking orders, answering questions, and ensuring customer satisfaction.
- Order Preparation: Prepare and assemble food items according to McDonald's standards, including cooking, assembling, and packaging.
- Cash Handling: Operate the cash register, process payments, and give correct change to customers.
- Food Safety & Cleanliness: Maintain cleanliness of workstations, kitchen equipment, and dining areas; follow health and safety regulations.
- Team Collaboration: Work effectively with team members to ensure fast and efficient service during busy periods.
- Inventory & Stocking: Replenish supplies, ensure ingredients are properly stocked, and assist in inventory management.
- Drive-Thru Operations: Operate drive-thru window, take orders, prepare and deliver food to customers quickly and accurately.
- Cleaning Duties: Perform general cleaning tasks such as sweeping, mopping, and sanitizing to maintain a safe and clean environment.
- Speed and Efficiency: Recognized for consistently meeting or exceeding order time targets, contributing to faster service during peak hours.
- Customer Satisfaction: Received positive customer feedback, contributing to an increase in return customers and satisfaction ratings.
- Teamwork: Played a key role in maintaining smooth operations during high-volume shifts, demonstrating strong collaboration and communication.
- Problem-Solving: Efficiently handled customer complaints or difficult situations, ensuring that the problem was resolved quickly and to the customer's satisfaction.
Preschool Teacher Assistant
The Learning Center
Deming
05.2022
- Classroom Support: Assist the lead teacher in preparing and organizing classroom materials, activities, and lesson plans.
- Student Supervision: Supervise children during playtime, snack time, and other activities, ensuring their safety and well-being.
- Activity Facilitation: Help lead or assist with educational activities, arts and crafts, group games, and outdoor play.
- Behavior Management: Help implement classroom rules and manage children's behavior, providing guidance and redirection when necessary.
- Individual Support: Provide one-on-one or small group support to children, especially those who may need extra help with tasks or learning activities.
- Communication: Assist in communicating with parents and guardians about children's progress or any concerns.
- Cleaning & Organization: Help maintain a clean and organized classroom, including setting up for activities, cleaning up after them, and ensuring the environment is safe.
- Record Keeping: Assist with tracking children's progress, documenting behaviors, and maintaining attendance records.
- Promote Social Skills: Encourage positive social interactions among children, helping them develop communication and teamwork skills.
- Health & Safety: Ensure children's hygiene needs are met, including assistance with bathroom routines, handwashing, and snacks.
Education
High School Diploma -
DCCCHS
Deming, NMSkills
- Customer service
- Time management
- Communication skills
- Guest services
- Microsoft excel
- Microsoft word
- Food service
- Call center operations
- Effective communication
- Team collaboration
- Training new staff
- Inbound and outbound calling
- Customer data confidentiality
- Product knowledge
- Multitasking
- Problem-solving
- Inbound call answering
Timeline
Call Center Representative
MCI Telecommunications
01.2025 - Current
Deli associate
Walmart
08.2023 - 11.2024
Crew Member
McDonald's
08.2022 - 11.2023
Preschool Teacher Assistant
The Learning Center
05.2022
High School Diploma -
DCCCHS