Desiree Thrasher
Hamilton,OH
Summary
5 years of experience as a Customer Service Technical Support with extensive exposure to customer service, resolving conflict, and phone operations capabilities earned through industry know-how and demonstrated market success. Recognized for top-tier management and licensing skills with a proven track record of providing flexible business, marketing, licensing, and distribution models for a wide variety of products and services. A Customer Service Technical Support with extensive experience in customer service and resolving conflict along with a proven ability to manage cross-functional teams. Given my outgoing, friendly, and people-oriented personality, I connect well with diverse groups and individuals. I am also very well-organized and possess solid communication skills that aid my ability to efficiently support upper management.
Overview
16
16
years of professional experience
Work History
Equipment Operator
Wise Staffing
01.2026 - Current
- Operated turret machinery to ensure precision and efficiency in material handling.
- Monitored equipment performance, identifying issues for timely resolution and maintenance.
- Operated forklifts and pallet jacks to efficiently transport materials within warehouse environment.
- Selected and picked orders accurately, ensuring timely delivery to customers.
Customer Service Support Representative
Luxottica Retail
Mason, OH
07.2025 - 12.2025
- Managed increased call volume.
- Addressed customer inquiries through phone, email, and live chat, providing effective solutions and assistance.
- Proactively reached out to lapsed customers.
- Coordinated with operations teams.
- Reduced escalation rates.
- Improved accuracy in customer support.
- Handled high-volume inbound customer issues.
Patient Access Coordinator
UC Medical Center
Cincinnati, OH
02.2024 - 07.2025
- Proactively informed patients of benefits.
- Explained coverage opportunities to patients.
- Assured patient records were up-to-date.
- Verified insurance for accuracy and coverage.
- Ensured quick and efficient service.
- Coordinated with medical staff.
- Expanded patient access department’s KPIs.
- Helped escalate critical cases.
- Acted as a liaison between patients and doctors.
Customer Service Technical Support
RDI Blue Ash
Blue Ash, OH
10.2022 - 11.2023
- Audited customer service interactions for quality assurance.
- Influenced product enhancements.
- Provided technical assistance via chat, email, and phone.
- Drove continuous improvement.
- Reduced manual processes.
- Worked closely with tier-2 support teams.
- Automated ticketing processes.
- Confirmed issues were fully resolved.
Medical Assistant
Urgent care
Norwood, OH
08.2018 - 03.2022
- Restructured clinic workflow.
- Helped implement an electronic health records system.
- Ensured smooth workflow operations.
- Collaborated with the management team.
- Educated patients on medication guidelines.
- Minimized cancellations.
- Ensured patient safety.
- Created patient care reports.
Customer Service Representative
Citi Bank Corporate
Florence, KY
01.2015 - 01.2018
- Faced challenging situations with poise and professionalism.
- Operated in a fast-paced retail environment.
- Prioritized customer follow-up.
- Initiated post-interaction surveys.
- Resolved complex billing discrepancies.
- Improved service quality.
- Responded to live chat inquiries.
- Utilized product knowledge effectively.
- Successfully negotiated resolution for escalated cases.
- Managed high-volume inbound calls.
- Handled complex customer complaints.
- Ensured 100% documentation accuracy for future reference.
Billing Specialist
Mercy health
Mason, OH
01.2013 - 03.2015
- Developed relationships with key vendors.
- Standardized approval processes.
- Analyzed complicated client accounts.
- Assisted in the transition to new billing software.
- Managed billing processes across multiple platforms.
- Resolved disputes.
- Reviewed billing processes.
- Collaborated across multiple teams.
- Ensured timely billing of contracted services.
- Ensured adherence to billing terms.
- Worked closely with the sales department.
Assistant Manager
Kids Foot Locker
Cincinnati, OH
04.2010 - 06.2012
- Executed training to improve staff productivity.
- Supported senior leadership with a diversity initiative.
- Implemented a cost-saving strategy.
- Prepared weekly sales reports.
- Handled logistics during peak seasons.
- Monitored key performance indicators (KPIs).
- Collaborated with senior management.
- Delivered performance reviews leading to targeted development plans.
- Maintained smooth operational workflows.
- Trained new team members.
- Planned on-the-job training for new software systems.
- Maintained full customer support coverage.
Education
Associate of Science - Criminal Justice
University of Phoenix
Phoenix, AZ01.2027
Associate of Applied Science - Accounting
Post University
Waterbury, CT01.2022
Associate in Business Administration - Business Administration / Management
ITT technical Institute
OH, USA01.2012
High School - undefined
Finneytown Secondary Campus
Cincinnati, OH01.2010
Skills
- Customer engagement strategies
- Product knowledge for technical support
- Workload Balancing
- Technical issue troubleshooting
- First Call Resolution Optimization
- Performance metrics reporting
- Customer Loyalty Program Development
- Team leadership and training
- Customized troubleshooting documentation
- Multichannel support (phone, email, live chat)
- Data entry accuracy
- Mentorship and peer coaching
- Problem-solving in high-pressure environments
- Empathy display
- Upselling strategies
- Complaint handling
- Call center experience
Timeline
Equipment Operator
Wise Staffing
01.2026 - Current
Customer Service Support Representative
Luxottica Retail
07.2025 - 12.2025
Patient Access Coordinator
UC Medical Center
02.2024 - 07.2025
Customer Service Technical Support
RDI Blue Ash
10.2022 - 11.2023
Medical Assistant
Urgent care
08.2018 - 03.2022
Customer Service Representative
Citi Bank Corporate
01.2015 - 01.2018
Billing Specialist
Mercy health
01.2013 - 03.2015
Assistant Manager
Kids Foot Locker
04.2010 - 06.2012
Associate of Science - Criminal Justice
University of Phoenix
Associate of Applied Science - Accounting
Post University
Associate in Business Administration - Business Administration / Management
ITT technical Institute
High School - undefined
Finneytown Secondary Campus