Carmen Thompson
Waco,TX
Summary
To build on my administrative experience by supporting daily operations, improving office efficiency, and keeping things organized in a fast-paced setting. I enjoy focusing on providing reliable, detail-driven support that meets your team’s need for dependable coordination and communication.
Professional in customer support with strong background in managing diverse customer inquiries through chat platforms. Known for exceptional communication skills, problem-solving abilities, and adaptability to evolving customer needs. Team-focused with proven track record of collaborating effectively to achieve measurable results. Skilled in multitasking, maintaining composure under pressure, and utilizing various software tools to enhance customer experience.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Chat Support Specialist
SSG
07.2025 - 11.2025
- Provided exceptional customer support through chat, resolving inquiries efficiently and ensuring high satisfaction levels.
- Utilized CRM software to track interactions, maintaining accurate records of customer issues and resolutions.
- Collaborated with team members to develop knowledge base articles, enhancing resource accessibility for agents and customers.
- Analyzed chat transcripts to identify trends and recommend process improvements for increased efficiency.
- Developed scripts for common inquiries, streamlining responses and reducing average handling time for customer interactions.
- Implemented feedback loops with management to address recurring issues, driving strategic enhancements in support processes.
- Successfully maintained a positive, professional demeanor even during challenging customer interactions, serving as a role model for other chat support specialists and contributing to a positive team culture that prioritized excellent service delivery above all else.
- Handled sensitive customer situations with empathy and discretion while adhering strictly to company confidentiality policies regarding proprietary information dissemination protocols among authorized personnel only when absolutely necessary per established guidelines governing such matters internally at all times without exception whatsoever regardless of any extenuating circumstances whatsoever therein involved thereof herewith.
- Enhanced customer satisfaction by providing timely and accurate resolutions to technical issues.
- Managed high-volume chat inquiries, maintaining professionalism under pressure and prioritizing tasks effectively.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed over 50 calls/chats per day.
Customer Service Representative
Heart of Texas Goodwill
03.2022 - 12.2024
- I greeted and assisted customers with locating items and answering questions to ensure a positive shopping experience.
- Maintained the store organization by updating displays, keeping shelves and racks tidy, and opening dressing rooms and restrooms as needed.
- Maintained cleanliness throughout the store, monitored for theft to support security efforts, and assisted with stocking merchandise on the sales floor.
- Supported Goodwill’s mission and provided excellent customer service.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Trained new staff on company policies, procedures, and customer interaction best practices.
- Managed daily operations to ensure efficient workflow and optimal service delivery standards.
- Developed and maintained positive relationships with customers to enhance satisfaction and loyalty.
- Collaborated with team members to identify process improvements that streamlined operations.
- 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.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Human Service Technician
State Of Texas Family Protective Services
09.2006 - 08.2021
- Observed and supervised parent-child visits, while ensuring the safety and compliance with the agency's protocols.
- Completed the necessary documentation and entered data into agency systems.
- Maintained appointment calendars and supported caseworkers with scheduling.
- Performed clerical duties, including filing, faxing, copying, and answering phones.
- Communicated effectively, and worked collaboratively with all team members.
- Conducted assessments to determine eligibility for social services programs.
- Developed and implemented individualized service plans for clients in need.
- Coordinated with community resources to enhance client support services.
- Monitored client progress and adjusted plans based on evolving needs.
- Provided crisis intervention and emotional support during critical situations.
- Trained new staff on procedural guidelines and best practices in client care.
- Adhered to strict client confidentiality laws and site-specific procedures to uphold privacy and provide best experience possible.
- Prepared documents for review and completion by service applicants, supporting completion and responding to questions.
- Established positive relationships with aid recipients and assessed goals, working hard to address individual needs and tailor services to suit them.
- Interviewed applicants for services and supported application completion as necessary.
- Acted as mandatory reporter of abuse.
- Utilized complex client management systems, both digital and manual and maintained sensitive information in highly encrypted databases.
- Described procedures, requirements, and benefits to clients and interested parties.
- Assessed barriers, strengths and needs of each family and worked quickly to remediate.
- Understood and recognized signs of physical and substance abuse patterns and other debilitating circumstances.
- Kept and established comprehensive case files to support proper documentation and record retention.
- Developed individualized service plans tailored to client needs, fostering self-sufficiency and independence.
- Maintained strong relationships with clients'' families, providing ongoing communication regarding progress and concerns.
- Ensured compliance with relevant regulations by maintaining up-to-date knowledge of best practices in human services field.
- Supported clients in navigating social service systems, advocating on their behalf when necessary.
- Collaborated with interdisciplinary teams to develop comprehensive care plans, ensuring optimal outcomes for clients.
- Implemented behavior modification techniques, resulting in improved client behavior and greater independence.
- Provided crisis intervention services, deescalating situations and maintaining safety for all involved parties.
- Contributed to team meetings by sharing insights from direct work with clients, promoting collaborative problem-solving strategies.
- Coordinated community resources and referrals, connecting clients to essential services and support systems.
- Maintained confidentiality of client information according to legal and ethical standards, ensuring trust between clients, families, and staff members.
- Monitored client progress through regular evaluations, adjusting care plans as needed for continued success.
- Assisted clients in developing and setting realistic goals to promote positive change.
- Assisted clients in identifying community resources and connecting with appropriate services.
- Participated in interdisciplinary team meetings to coordinate care for clients.
- Collaborated with other professionals to plan and coordinate care for clients.
- Conducted home visits to assess clients' home environment and provide support.
Administrative Assistant
State Of Texas Family Protective Services
07.2001 - 07.2006
- Accurately entered data and maintained case information in DFPS systems, and ensured that accurate documented records were readily available for caseworkers and supervisors.
- Answered and screened telephone inquiries, documented and routed messages, greeted visitors, and provided general information, or directed inquiries to appropriate staff.
- Prepared and maintained various documents, which included correspondence, reports, travel vouchers, and personnel records; managed filing systems to ensure easy retrieval and confidentiality.
- Assisted with office processes and operations, including troubleshooting office software and equipment issues, sorting and routing mail, and supporting staff with training activities as needed.
- Coordinated scheduling for meetings and appointments across multiple departments.
- Managed confidential documents and maintained organized filing systems.
- Assisted in preparing reports and presentations for leadership review.
- Developed and implemented office procedures to enhance workflow efficiency.
- Provided training and support to new administrative staff on office protocols.
- Facilitated onboarding process for new employees within the department.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Facilitated collaboration within team by organizing regular meetings and tracking project progress.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Maintained inventory of office supplies and placed orders.
- Improved staff morale by organizing recognition programs, acknowledging outstanding contributions and fostering positive work culture.
- Facilitated training sessions for new software tools, increasing team productivity and reducing learning curves.
- Managed scheduling for executive team, balancing complex calendars to ensure optimal use of time.
- Monitored office supplies inventory, ensuring availability of essential items without overstocking.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
- Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines.
- Coordinated travel arrangements for staff, ensuring cost-effective and timely accommodations and transportation.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Established administrative work procedures to track staff's daily tasks.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
Education
High School Diploma -
Waco High School
Waco, TXSkills
- Transportation and visitation supervision
- Office administration expertise
- Appointment Scheduling & Calendar Management
- Proficient in managing multiple tasks simultaneously
- Confidentiality & Professional Ethics
- Microsoft Office Suite (Word, Excel, Outlook)Filing, Faxing, and Records
- Customer support
- Knowledge management enhancement
- Proficient in applying feedback
- Effective conflict resolution
- Effective empathetic communication
- High-capacity chat handling
- Attentive listening
- Client relationship building
- Employee training
Certification
- Trauma-Informed Care
- Reporting Abuse and Neglect
Community Engagement
Assist organizing and distributing food and essentials at a local church pantry., Support donation drives inventory, and stocking efforts., Provide respectful service to families in need., Assist church staff and volunteers on outreach events.
Community Engagement
- Assist organizing and distributing food and essentials at a local church pantry.
- Support donation drives inventory, and stocking efforts
- Provide respectful service to families in need
- Assist church staff and volunteers on outreach events
Timeline
Chat Support Specialist
SSG
07.2025 - 11.2025
Customer Service Representative
Heart of Texas Goodwill
03.2022 - 12.2024
Human Service Technician
State Of Texas Family Protective Services
09.2006 - 08.2021
Administrative Assistant
State Of Texas Family Protective Services
07.2001 - 07.2006
High School Diploma -
Waco High School