Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Dejanira Thomas

Montgomery,AL

Summary

customer service associate with 7 years of call center and client support experience. Skilled in managing inbound calls and live chat communication while maintaining Amazon's standard of customer obsession. Proven ability to meet and exceed metrics, including first-contact resolution (FCR), customer satisfaction (CSAT), and average handle time (AHT). Comfortable working independently in virtual environments and on-site environments with strong time management and self-discipline.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service Associate

ASK Telemarketing
Montgomery, Alabama
02.2022 - 08.2025
  • Assisted 40+ customers daily with inquiries about orders, billing, returns, and fulfillment updates.
  • Maintained high CSAT scores while meeting team goals for call quality and handle time.
  • Supported warehouse and fulfillment teams by documenting and escalating order-related issues.
  • Recognized for exceeding monthly KPIs, and contributing to customer loyalty.

Customer Service Representative - Remote

Five9
05.2019 - 01.2022
  • Resolved 50+ daily customer inquiries through phone and chat regarding orders, returns, billing, and account support.
  • Consistently met productivity goals and AHT benchmarks, while maintaining high accuracy.
  • Recognized for top performance in a remote environment, demonstrating reliability and adaptability.

Education

High School Diploma -

Jefferson Davis
Montgomery, AL
05-2017

Skills

  • Remote customer support (phone, chat)
  • CRM tools (Amazon Systems, Salesforce, Zendesk)
  • Customer Obsession and Retention
  • Multitasking in virtual environments
  • Conflict resolution and escalation handling
  • Performance Metrics: FCR, AHT, CSAT
  • Written & Verbal Communication
  • Problem-solving and Process improvement

Certification

  • Remote Customer Service Training
  • Customer Service Excellence Certification
  • Call Center Operations Certification

Languages

English
Native/ Bilingual

References

References available upon request.

Timeline

Customer Service Associate

ASK Telemarketing
02.2022 - 08.2025

Customer Service Representative - Remote

Five9
05.2019 - 01.2022

High School Diploma -

Jefferson Davis

Similar Profiles

CREATE PROFILE