Desharea Thomas
Shreveport,LA
Summary
Top-performing Customer Service Representative with a proven track record of consistently meeting and exceeding goals and customer service expectation. Expertly skilled at educating employees on regulatory compliance measures and recommending the best procedural methods to meet company wide short and long term needs. Team player with a natural ability to communicated effectively.
Overview
14
14
years of professional experience
Work History
Tech Support Agent
Asurion Insurance Services
02.2021 - Current
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Resolved caller issues quickly and thoroughly.
- Informed clients of policies and procedures.
- Provided technical expertise, troubleshoot, and repair customer electronic devices.
- Monitored virtual messaging platforms based on business needs- upselling Asurion products.
- Increased client's satisfaction by 15% by delivering exceptional service to customers.
Customer Service Representative
Wayfair
08.2018 - 01.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about updates and changes.
- Delivered exceptional customer service by leveraging extensive knowledge of products and services and creating welcoming positive experiences.
National Sales Manager
Teleperformance USA
05.2014 - 08.2018
- Set goals for performance and deadlines in ways that comply with company's plans and vision.
- Developed and implemented effective sales strategies and led nationwide sales team members to achieve sales targets.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Met with customers to give sales presentations, negotiate contracts and promote services.
- Trained and developed exceptional sales leaders.
- USA Applications payments, corrections, endorsements, and cancellation were all handled by me.
- Performed effectively in self-directed work environment managing day-to-day operations and decisions.
- Drafted comprehensive sales plans and approved budget expenditures to meet project goals.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Health Insurance Agent
Humana
01.2012 - 05.2014
- Educated clients about health insurance coverage options, benefits and costs.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Increased sales by 25% by meeting goals with enrolling clients in our insurance plan.
- Took over 50 calls meeting production rate of enrolling over 60% of clients into mail delivery.
- Generated quotes and proposals for clients to match individual needs.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Sought out new clients and developed client relationship through networking direct referrals, lead databases, and cold calling.
Assistant Store Manager
Kohls Department Store
08.2009 - 12.2012
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Supported the store manager to increase monthly sales revenue by 15%.
- Recruited, hired, and trained 30+ associates, developing them into productive team members with excellent product knowledge.
- Protected store assets and merchandise by adhering to company operation standards.
- Coordinated schedules and training programs.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Education
High School Diploma -
Green Oaks Performing Arts Academy
Shreveport, LA05.2008
Skills
- Marketing Management
- Event Promotion
- Lead Prospecting
- Performer Promotion
- Professional Development methods
- Client relationship management
- Impeccable cost reduction and analysis skills
- MS Office
- Data gathering
- Process Improvement
- Customer Complaint Resolution
- Training and Mentoring
- Expectation Setting
Timeline
Tech Support Agent
Asurion Insurance Services
02.2021 - Current
Customer Service Representative
Wayfair
08.2018 - 01.2021
National Sales Manager
Teleperformance USA
05.2014 - 08.2018
Health Insurance Agent
Humana
01.2012 - 05.2014
Assistant Store Manager
Kohls Department Store
08.2009 - 12.2012
High School Diploma -
Green Oaks Performing Arts Academy