Deanna Thomas
Strasburg
Summary
Dynamic customer service professional with extensive experience at Williams-Sonoma, adept at enhancing customer satisfaction through active listening and effective problem resolution. Proven track record in upselling and maintaining detailed records, contributing to sales growth and a positive service culture. Skilled in conflict resolution, ensuring customer loyalty and retention.
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in Desired Position role.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
SCPS
08.2023 - Current
- Provided exceptional customer support through phone, email, and chat channels.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Documented customer interactions in CRM system for accurate record-keeping.
- Assisted team members in navigating complex customer issues effectively.
- Trained new staff on company policies and customer service protocols.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Williams-Sonoma
04.2024 - 10.2024
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Customer Service Representative
TTEC
01.2023 - 07.2023
- Collaborated with cross-functional teams to improve service delivery processes.
- Analyzed feedback to identify areas for service improvement initiatives.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
Education
Prince William County Adult Education
Manassas, VASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint resolution
- Payment processing
- Professional telephone demeanor
Timeline
Customer Service Representative
Williams-Sonoma
04.2024 - 10.2024
Customer Service Representative
SCPS
08.2023 - Current
Customer Service Representative
TTEC
01.2023 - 07.2023
Prince William County Adult Education