Crystal Thomason
Oskaloosa,KS
Summary
With over 20 years of customer service experience spanning various industries including office settings, retail, telecommunications, and pest control, I offer a wealth of expertise. Proficient in Microsoft Office and skilled in navigating the internet, I am well-prepared to meet the demands of the modern workplace. As a customer experience professional, my focus on team collaboration and delivering results distinguishes me. I excel in customer relationship management, conflict resolution, and data-driven decision-making. Recognized for my reliability and adaptability in dynamic environments, I consistently enhance customer satisfaction and drive business growth.
Overview
30
30
years of professional experience
Work History
Customer Experience Coach
Terminix/Rentokil Stand Alone Brands
09.2022 - Current
- Enhanced customer service skills by conducting engaging training sessions for new employees.
- Developed a thorough understanding of company products and services to provide accurate information during training sessions.
- Developed innovative role-play scenarios to simulate real-life customer interactions, enhancing problem-solving abilities among trainees.
- Identified areas of improvement in employee performance and provided targeted coaching to address specific needs.
- Created a positive learning environment by fostering open communication and constructive feedback during training sessions.
- Evaluated the effectiveness of current training methods, making adjustments as necessary to better align with company objectives and goals.
- Stayed up-to-date on industry trends and advancements, incorporating new customer service strategies into the training curriculum as needed.
- Provided coaching and mentoring to employees.
- Established and maintained quality control standards.
Customer Service Representative
Terminix/Rentokil Stand Alone Brands
05.2021 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Pest Control Technician
Terminix/Schendel Pest Services
06.2017 - 08.2020
- I provided pest management services to commercial and residential customers on a monthly route efficiently and effectively, while ensuring quality and safety
- I provided positive and professional relationships with all of my customers
- I was dependable and proactive in solving customer pest problems
- I also maintained a company vehicle and excellent driving record
- Applied pesticides to inside and outside of structures utilizing company protocols.
- Upheld high standards of professionalism, maintaining a clean appearance and courteous demeanor while interacting with clients.
- Educated and advised customers on preventive measures to reduce pest infestations.
- Conducted property and building walk-throughs to assess conditions, identify infestations, and isolate sources.
- Eliminated pest infestations by accurately identifying pests and applying appropriate treatment methods.
- Strengthened relationships with commercial accounts through attentive service and consistent communication regarding treatment progress.
- Educated customers on ways to prevent future pest infestations, fostering a proactive approach to property care.
Retail Merchandiser
SAS Retail Services
04.2017 - 06.2017
- Organized and maintained displays to achieve clean and appealing product layouts.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Developed relationships with key store personnel to support proper product placement and visibility.
- Managed project timelines effectively ensuring all merchandising planograms and resets were completed within established deadlines.
Lead Retail Merchandiser
SAS Retail/TPG Staffing
01.2011 - 10.2014
- Implemented loss prevention measures to minimize shrinkage and protect store assets.
- Collaborated with store management to develop promotional events that increased foot traffic and sales revenue.
- Increased sales performance by developing and implementing innovative merchandising strategies.
- Managed seasonal merchandise transitions smoothly, minimizing downtime during floor resets.
- Boosted team productivity by providing ongoing training and support to retail staff members.
- Enhanced customer satisfaction with in-store displays by creating visually appealing presentations.
- Collaborated closely with cross-functional teams such as marketing, operations, and buying departments.
NextGen Diary/Claims Processor/Outbound Calls
Catastrophe Management Solutions (Seasonal)
08.2008 - 05.2014
- In this position I was responsible for receiving the first notice of loss inbound calls, making initial contact calls and follow up calls to the insured, tracking claims process and compliance, notifying and updating agents and monitoring faxes and e faxes for proper distribution
Retail Merchandiser
Driveline
09.2013 - 02.2014
- I am responsible for replacing and building fixtures as well as resets and audits
Reset/Retail Representative
Crossmark
08.2007 - 05.2008
- My primary focus in this jobs was customer service for our consumers and for out clients in the grocery industry and reset work
Inventory Specialist
WIS International
01.2007 - 08.2007
- My primary duties in this position were performing inventory and audits for our clients
Brand Ambassador
GMR Marketing
11.2005 - 01.2007
- My main role in this job was to be enthusiastic, energetic, and capable of set-up, event activation, break down and have the ability to clearly and effectively communicate the details of the event and the participating brands to consumers
Room Control Coordinator/Patient Admitting
Baylor University Medical Center Dallas
05.2002 - 01.2004
- My business responsibilities mainly pertained to admitting incoming patients and coordinating patient transfers from one facility to another
- Responsibilities also included bedding and admitting patients as well as handling the cash vault
Call Center Technical Support Agent
Stream International
04.2000 - 04.2002
- The job duties focused on customer service and technical support via telephone for cable internet customers
- Support issues included connection, email, browsing, networking, and other internet and software related problems
Medical Scheduler/PBX Switchboard Operator
Texas Back Institute
12.1994 - 09.1996
- Job requirements primarily centered on customer service issues such as answering the phones and setting appointments for several doctors
- As well as greeting patients and assisting patients with any issues or concerns they may have
Education
Associate of Science - Business Administration And Management
Highland Community College
Highland, KS12-2024
Skills
- Effective Communication
- Group leadership
- Personable and friendly
- Building Relationships
- Team Development
- Motivational leadership style
- Team Bonding
- Verbal and written communication
Timeline
Customer Experience Coach
Terminix/Rentokil Stand Alone Brands
09.2022 - Current
Customer Service Representative
Terminix/Rentokil Stand Alone Brands
05.2021 - Current
Pest Control Technician
Terminix/Schendel Pest Services
06.2017 - 08.2020
Retail Merchandiser
SAS Retail Services
04.2017 - 06.2017
Retail Merchandiser
Driveline
09.2013 - 02.2014
Lead Retail Merchandiser
SAS Retail/TPG Staffing
01.2011 - 10.2014
NextGen Diary/Claims Processor/Outbound Calls
Catastrophe Management Solutions (Seasonal)
08.2008 - 05.2014
Reset/Retail Representative
Crossmark
08.2007 - 05.2008
Inventory Specialist
WIS International
01.2007 - 08.2007
Brand Ambassador
GMR Marketing
11.2005 - 01.2007
Room Control Coordinator/Patient Admitting
Baylor University Medical Center Dallas
05.2002 - 01.2004
Call Center Technical Support Agent
Stream International
04.2000 - 04.2002
Medical Scheduler/PBX Switchboard Operator
Texas Back Institute
12.1994 - 09.1996
Associate of Science - Business Administration And Management
Highland Community College
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