DIAMOND THOMAS
Jackson,MS
Summary
A highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Family Dollar
10.2021 - Current
- Operated cash register or POS system to receive payment by cash, check, and credit card
- Processed sales transactions to prevent long customer wait times
- Used suggestive selling techniques to promote add-on sales
- Verified customer age requirement for alcohol or tobacco purchases
- Processed refunds for worn damaged, and broken merchandise
- Helped customers find specific products, answered questions, and offered product advice
- Delivered a high level of customer service to patrons using active listening and engagement skills
- Learned roles of other departments to provide coverage and keep the store operational
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity
- Trained new team members in cash register operation, stock procedures, and customer services
- Preserved the appearance of the store by arranging and replenishing displays and merchandise racks.
Customer Service/Healthcare Representative
BCBS of Michigan
01.2021 - Current
- Effectively handle escalated customer complaints to ensure customer satisfaction and retention
- Provide excellent customer service by actively listening to and addressing customer needs and concerns
- Collaborate with team members and share customer insights to improve overall customer experience
- Develop and maintain customer relationships by regularly engaging with them and providing personalized assistance
- Consistently meet or exceed individual and team performance metrics, including call quality, productivity, and customer satisfaction scores.
Customer Service Representative
Site
08.2020 - 09.2021
- Collaborate with team members to identify and implement process improvements for enhanced customer service experience
- Develop and maintain in-depth knowledge of company's products and services to provide accurate and efficient customer support
- Provide exceptional customer service by going above and beyond to meet customer needs and exceed their expectations
- Conduct customer satisfaction surveys to gather feedback on the customer service experience and identify areas for improvement
- Always maintain a positive and empathetic attitude towards customers
- Proactively identify opportunities for cross-selling and upselling products and services to customers to increase revenue and enhance customer satisfaction.
Customer Service Cashier/Pizza Cook
Little Caesars Pizza
12.2019 - 11.2020
- Greeted customers and responded to informational requests
- Handled customer complaints and concerns promptly, escalating complex issues to the direct supervisor for a quick resolution
- Collected credit card and cash payments to complete transactions for customer orders
- Maintained cleanliness and presentation of the stock room and production floor
- Answered phone calls to assist customers with questions and orders
- Processed customer payments quickly and returned exact change and receipts
- Counted and balanced cashier drawers
- Crafted pizzas using the proper amount of dough and quantities of toppings according to specifications
- Organized food preparation stations and regularly replenished supplies
- Operated pizza oven and brick oven along with other kitchen equipment to prepare authentic Italian dishes
- Stocked and managed inventory items using First-In First Out (FIFO) method to use products prior to expiration and reduce food waste
- Prepared multiple orders at once for speedy service
- Sanitized workstation at end of shift to prevent foodborne illnesses.
Customer Representative
Chewy
08.2018 - 06.2020
- Collaborate with cross-functional teams to identify and implement process improvements that enhance the customer service experience
- Assisted in the development and implementation of new customer service processes and procedures to improve efficiency and customer satisfaction
- Conduct customer satisfaction surveys to gather feedback and identify areas for improvement
- Provided personalized and empathetic customer service to resolve customer challenges and ensure satisfaction
- Maintain a high level of product knowledge to provide accurate and helpful information to customers
- Assist customers with product selection and recommendations to improve their shopping experience.
Education
General Education Studies -
Warren Central High School
Vicksburg, MS05.2020
Skills
- High-energy attitude
- Computer skills
- Retail sales customer service
- Communication
- Adaptive team player
- Food preparation
- Stockroom procedures
- Kitchen organization
- Credit card payment
- Processing data Entry,
- Call Center Procedures,
- Account Updating,
- Customer Service,
- Communication Skills,
- Microsoft Office,
- Call Escalation
- Member Account Management,
- Multi-line Phone Systems,
- Computer Skills,
- Microsoft Word
Volunteer Experience
- United Way True Color Run 2017
- Good Shepherd Christmas Drive Toy Drive 2018
- Salvation Army's Christmas Kettle Program (Ringing the Bell)
Timeline
Customer Service Representative
Family Dollar
10.2021 - Current
Customer Service/Healthcare Representative
BCBS of Michigan
01.2021 - Current
Customer Service Representative
Site
08.2020 - 09.2021
Customer Service Cashier/Pizza Cook
Little Caesars Pizza
12.2019 - 11.2020
Customer Representative
Chewy
08.2018 - 06.2020
General Education Studies -
Warren Central High School