Bonnie Thomas
Tooele,UT
Summary
Results-driven Shift Manager with proven expertise in customer relationship management and conflict resolution. Committed to enhancing customer satisfaction and driving sales. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
28
28
years of professional experience
3
3
years of post-secondary education
Work History
Shift Manager
KFC Harmans
Tooele, Utah
07.2021 - Current
- Supervised daily operations to ensure smooth service and food quality.
- Trained new team members on KFC standards and customer service protocols.
- Coordinated shift schedules to maintain adequate staffing levels during peak hours.
- Took orders from customers adding upsale opportunities to increase sales and customers savings.
- Resolved customer complaints effectively to enhance satisfaction and loyalty.
- Coached employees on interactions with customers to drive exceptional service.
- Assisted in resolving escalated customer service issues in a timely manner.
Team Member
Gamestop Inc
Brigham City, Utah
05.2018 - 02.2020
- Assisted customers with product selections and inquiries.
- Maintained product displays and ensured stock availability.
- Operated point-of-sale system for transactions and returns.
- Trained new staff on store policies and customer service standards.
- Handled customer complaints professionally and effectively resolved issues.
- Operated cash registers to process payments from customers.
- Greeted customers upon entering the store with friendly demeanor.
Specimen Processor
ARUP laboratories
Salt Lake City, Utah
01.2012 - 05.2018
- Processed biological specimens following established protocols and safety procedures.
- Prepared samples for laboratory testing and analysis, ensuring proper labeling and documentation.
- Operated automated equipment for specimen sorting and tracking efficiently.
- Implemented quality control measures to ensure accuracy of specimen handling.
- Provided excellent customer service when interacting with patients, healthcare providers, staff members.
Customer Service Representative
Convergys
Salt Lake City
04.1998 - 05.2016
- Assisted customers with inquiries and resolved issues promptly.
- Processed customer orders and handled account updates efficiently.
- Collaborated with team members to enhance service quality and efficiency.
- Maintained detailed records of customer interactions and transactions.
- Educated customers on product features and services offered by the company.
- Managed escalated customer complaints with professionalism and empathy.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
Associate of Science - Clinical Laboratory Science
Weber State University
Ogden, UT 01.2013 - 01.2016
Skills
- Staff supervision
- Customer relationship management
- Conflict resolution
- Customer service focus
- Sales techniques
- Complaint resolution
- Time management
- Problem solving
- Critical thinking
- Positive and professional
- Service upselling
- Inbound and outbound calling
Timeline
Shift Manager
KFC Harmans
07.2021 - Current
Team Member
Gamestop Inc
05.2018 - 02.2020
Associate of Science - Clinical Laboratory Science
Weber State University
01.2013 - 01.2016
Specimen Processor
ARUP laboratories
01.2012 - 05.2018
Customer Service Representative
Convergys
04.1998 - 05.2016