DeShannon D. Thomas
Corinth,MS
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Licensed Customer Service Representative
Teleperformance USA
12.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers on their current coverages and made product recommendations based on the customers needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standards.
Licensed Life Insurance Flex Agent
SelectQuote
08.2021 - 12.2022
- Maintained high standards of customer service by building relationships with clients.
- Provided coverage option information to assist clients in protecting assets.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Obtained underwriting approval by completing application for coverage.
- Promoted various carriers products and services using upselling and other sales strategies.
- Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales 33%.
- Conducted annual reviews of existing policies to update information.
- Created sources for continuous client referrals within community and with businesses using extensive networking skills.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Calculated premiums and established payment methods for sales.
Licensed Retail Sales Agent
Direct Auto Insurance
03.2021 - 08.2021
- Provided coverage option information to assist clients in protecting assets.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Promoted National General products and services using upselling and other sales strategies.
- Negotiated prices, terms of sales and service agreements.
- Developed new business relationships and maintained existing through regular communications and effective account management.
- Exceeded corporate quotas for monthly policy sales.
Census Enumerator
United States Census
07.2020 - 10.2020
- Interviewed residents in assigned areas to explain purpose of Census, ask questions and record answers.
- Visited assigned neighborhoods and knocked on doors to encourage participation in Census.
- Maintained and submitted records of hours worked, miles driven and expenses incurred to facilitate accurate reporting measures.
- Met with supervisor to review procedures, report issues or concerns and receive instructions.
- Leveraged smartphones to record information.
- Attended team meetings to develop job knowledge.
Parts Clerk
Conns Corporate
08.2018 - 07.2020
- Maintained optimal supply levels by ordering new parts from catalogs and vendor websites and using AS400 automation systems.
- Achieved exceptional reputation for quality parts and service by proactively identifying defects and returning rejected items to suppliers.
- Assisted field technicians by responding to complaints and offering updates on back-ordered parts.
- Collaborated closely with the parts warranty department to avoid penalties.
- Coordinated closely with field technicians to schedule the completion of open workers to minimize turnaround time and increase customer satisfaction.
- Served as the department's team ambassador to encourage team participation and boost morale.
- Trained and mentored junior employees on best practices and performance strategies.
- Advised technicians on substitution or modification of parts to replace original manufacturer parts.
- Reviewed current processes and procedures and implemented proactive adjustments to maintain quality and services.
- Developed and organized spreadsheets to keep tack of parts and reports.
- Received Conn's Hero award for demonstrating exceptional service and leadership qualities.
Sales Store Checker
Department Of Defense Commissary Agency
04.2017 - 01.2018
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Performed cash, card and check transactions to complete customer purchases.
- Learned Commissary Support Clerk positions and provided backup at key times.
Sales Store Checker
Department Of Defense Commissary Agency
03.2015 - 01.2017
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Used POS system to enter orders, process payments and issue receipts.
92Y Unit Supply Specialist
United States Army National Guard
11.2008 - 11.2014
- Served as first-line supervisor and integrated supply chief and held and maintained top-secret clearance.
- Analyzed and applied benchmarking, cost and value chain analysis, and supply chain analysis.
- Responded to critical supply chain issues and devised contingency solutions to mitigate supply chain risk or inbound or outbound logistics disruptions.
- Assisted in logistical training, issued property and shipped and received assets.
- Prepared unit and organizational supply documentation.
- Maintained automated system for tracking group supplies and equipment.
- Completed quarterly inventory counts of equipment on book for unit.
- Planned and conducted annual section training.
- Collaborated with internal teams to improve outputs to meet demand and supply requirements, ensuring inventory integrity targets for finished goods.
Education
Bachelor of Science - Buisness
University of Phoenix
Augusta08.2016
Certificate of Profiency - Office Systems Technology
Pearl River Community College
Hattiesburg, MS05.2008
High School Diploma -
Hattiesburg High School
Hattiesburg05.1999
Skills
- Account Management
- Order Fulfillment
- Client Rapport-Building
- Business Development Understanding
- Property and Casualty Products
- Microsoft Excel
- Administrative Support
- Problem Resolution
- Regulatory Compliance
- Documentation
- Supply System Software
Military Veteran
Honorably Discharged 2003
Military Service Medal 🥉
Affiliations
Licensed Insurance Producer
License # 10750432
NPN # 19943331
Timeline
Licensed Customer Service Representative
Teleperformance USA
12.2022 - Current
Licensed Life Insurance Flex Agent
SelectQuote
08.2021 - 12.2022
Licensed Retail Sales Agent
Direct Auto Insurance
03.2021 - 08.2021
Census Enumerator
United States Census
07.2020 - 10.2020
Parts Clerk
Conns Corporate
08.2018 - 07.2020
Sales Store Checker
Department Of Defense Commissary Agency
04.2017 - 01.2018
Sales Store Checker
Department Of Defense Commissary Agency
03.2015 - 01.2017
92Y Unit Supply Specialist
United States Army National Guard
11.2008 - 11.2014
Bachelor of Science - Buisness
University of Phoenix
Certificate of Profiency - Office Systems Technology
Pearl River Community College
High School Diploma -
Hattiesburg High School
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