Arethia Thomas
Covington,Georgia
Summary
Highly motivated and experienced call center professional with experience providing exceptional service and technical support. Skilled in resolving issues and complaints quickly and efficiently, while providing a positive customer experience. Possesses strong organizational and problem-solving skills, and is able to multi-task and handle a high volume of calls.
Overview
34
34
years of professional experience
Work History
Care Center Specialist II
State Farm Mutual Automobile Insurance Company
11.2018 - Current
- Promoted from Care Center Specialist I to Care Center Specialist II
- Efficiently and accurately manage the incoming calls by utilizing all available resources, correct contact states, transfer processes and handling of calls within the scope of my role
- Serve as a mentor and trainer for acclimating new specialists to the team and department.
- Member of The Change Champion Network
Call Center Representative Specialist
Ackerman Security Systems
06.2017 - 10.2018
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Implemented basic troubleshooting and support techniques to enable speedy resolution of callers' issues.
- Collected deposits or payments and arranged for billing.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Corrections Officer
City Of Atlanta Department Of Corrections
09.1989 - 12.2014
- Effectively interacted with staff, offenders, visitors and public to maintain security within facility
- Maintained daily logs of shift activity.
- Employed de-escalation techniques, verbal commands and physical and mechanical restraints to address unruly inmates.
- Attended regular trainings and maintained appropriate certifications.
Education
Real Estate
Georgia Real Estate Course
01.2023
High School Diploma -
Charles Lincoln Harper High School
05.1981
Skills
- Customer Focus
- Problem-Solving
- Resourceful
- Detail oriented
- Organized
- Collaboration
Accomplishments
Rewarded with 7 Good Act Awards
Serves as Mentor and Trainer
ERG member: AAF, PRIDE
Timeline
Care Center Specialist II
State Farm Mutual Automobile Insurance Company
11.2018 - Current
Call Center Representative Specialist
Ackerman Security Systems
06.2017 - 10.2018
Corrections Officer
City Of Atlanta Department Of Corrections
09.1989 - 12.2014
Real Estate
Georgia Real Estate Course
High School Diploma -
Charles Lincoln Harper High School
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