Christopher Thomas
Kingston,NY
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
18
18
years of professional experience
Work History
CSR
Trailways Transportation System
07.2023 - Current
- Contributed to company growth by consistently meeting and exceeding sales targets.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Trained new personnel regarding company operations, policies and services.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Senior CSR
HOP Energy
12.2019 - 05.2023
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Mentored junior CSRs, sharing knowledge of best practices and techniques for driving positive customer outcomes.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Military Police Officer
Navy
04.2006 - 05.2010
- Checked vehicle equipment for proper functioning prior to use.
- Provided emergency response security, eliminating hazards, and potential dangers.
- Searched vehicles, buildings and homes for evidence of stolen property.
- Trained new Military Police Officers on proper procedures and protocols, improving overall unit readiness and effectiveness.
- Utilized surveillance equipment to monitor security of personnel and property.
- Conducted searches of individuals, vehicles and premises.
- Participated in continuous firearms proficiency, defensive driving and arrest technique training.
Education
No Degree - Criminal Justice
Florida State College At Jacksonville
Jacksonville, FLGED -
Kingston High School
Kingston, NY06.2005
Skills
- Research
- Multi-Line Phone Systems
- Microsoft Outlook
- Microsoft Exchange
- Call Metrics
- Call Documentation
- Data Entry
- Staff education and training
- Computer Skills
- Customer Relations
Timeline
CSR
Trailways Transportation System
07.2023 - Current
Senior CSR
HOP Energy
12.2019 - 05.2023
Military Police Officer
Navy
04.2006 - 05.2010
No Degree - Criminal Justice
Florida State College At Jacksonville
GED -
Kingston High School
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