April Thomas
Huntsville,AL
Summary
Results-driven customer service professional with over 15 years of experience. Skilled in active listening and critical thinking, successfully resolving customer complaints and enhancing loyalty through effective communication and follow-up. Committed to delivering exceptional service and improving customer satisfaction.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Representative II
Decatur Utilities
Decatur, AL
12.2011 - Current
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Managed billing disputes, ensuring accurate account adjustments and clear communication.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Creating new addresses for new neighborhoods.
- Notating accounts with charity payments.
Customer Service Representative/Researcher
Huntsville Utilities
Huntsville, AL
04.2006 - 12.2011
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Created monthly reports for my immediate supervisor detailing 21 call center representatives move ins, move outs, and extensions.
- Researched payments that may have been misapplied and check for post mark dates for accounts that had penalties.
Education
High School Diploma -
Wilcox Central
Camden, AL05-2003
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Professional telephone demeanor
- Microsoft outlook
- Follow-up skills
Certification
10 Key Data Entry
Timeline
Customer Service Representative II
Decatur Utilities
12.2011 - Current
Customer Service Representative/Researcher
Huntsville Utilities
04.2006 - 12.2011
High School Diploma -
Wilcox Central