Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

DeShawn Thomas

Jackson,MS

Summary

Experienced Customer Service Representative with Number years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Bonterra
06.2023 - 07.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • 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.

Call Center Customer Service Representative

Clyde Industrial
10.2022 - 03.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Addressed customer account discrepancies and concerns.

Front Desk Receptionist

Burford Plumbing
09.2021 - 10.2022
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Collected room deposits, fees, and payments.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Maintained confidentiality of sensitive data to protect customer and business information.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.

Call Center Representative

Abbot Laboratories
03.2020 - 09.2022
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

Education

Diploma -

Clinton High School
Clinton, MS
05.2012

Skills

  • Customer Data Confidentiality
  • Documenting Calls
  • Order and Refund Processing
  • Clerical Support
  • Database Management
  • Directing Calls
  • Understanding Customer Needs
  • Keyboarding
  • Written and Oral Communications
  • Call Center Operations
  • Special Assignments

Accomplishments

  • Supervised team of Number staff members.
  • Collaborated with team of Number in the development of Project name.

Timeline

Customer Service Representative

Bonterra
06.2023 - 07.2025

Call Center Customer Service Representative

Clyde Industrial
10.2022 - 03.2023

Front Desk Receptionist

Burford Plumbing
09.2021 - 10.2022

Call Center Representative

Abbot Laboratories
03.2020 - 09.2022

Diploma -

Clinton High School

Similar Profiles

CREATE PROFILE