Shelita Thomas
Charlotte,NC
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. Diligent and skilled at listening to customers, exceeding productivity targets, and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
*Self Starter
*Reliable
*On time
*Team Player
*Professional
*Workaholic
*Outgoing
Overview
38
38
years of professional experience
Work History
Floor Support Remote Supervisor
Duke Energy
Charlotte, NC
05.2019 - Current
- Trained team members in successful strategies to meet operational and sales targets.
- Help 50+agents daily in the floor support chat to help them on calls.
- Help with inbound and outbound calls daily
- Setup service for new customers daily.
- Post payments to customer accounts daily
- Help solve customer issues with accounts daily.
- Assist agents on inbound and outbound calls daily.
Customer Service Floor Support Tech
Everise Remote WFH
Florida City, FL
07.2004 - 10.2022
- Retained existing clients and developed new accounts by extending high quality and efficient support service.
- Used coordination and planning skills to achieve results according to schedule.
- Used Microsoft Word and other software tools to create documents and other communications.
- Served customers and followed outlined steps of service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Help assist agents on calls and with technical issues
- Received incoming calls from customers
- Made outbound calls to customers concerning issues and account balances.
Phlebotomist
Novant Health Huntersville
Huntersville, NC
10.2012 - 11.2019
- Used personal protective equipment correctly to protect coworkers and patients.
- Performed bedside tests like bleeding time tests and entered results into patient charts.
- Organized daily work based on collection priority.
- Validated blood and specimen collection orders, alerting nurses or physicians of discrepancies between order and nursing station logs.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Packaged and shipped specimens to central lab daily.
Dispatcher Clerk Remote
Atlanta Solid Waste
Atlanta, GA
02.2014 - 05.2018
- Maintained updated and detailed records of calls in physical and electronic database.
- Directed investigations to verify and resolve customer or shipper complaints.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Increased area coverage through effective scheduling and detailed location monitoring.
- Processed orders, ran bulk pick sheets, processed and printed invoices and created daily shipping logs.
- Closely monitored dispatch board to triage and prioritize daily calls.
- Sent out drivers to assist hourly callers based on locations, needs and worker availability.
Customer Service Specialist
Convergys
Fayetteville, NC
03.2012 - 09.2017
- Answered average 100+ calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Resolved concerns with products or services to help with retention and drive sales.
- Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
Education
Certificate - Phlebotomist
ECPI University
Concord NC10.2005
Diploma - Cosmetologist
Empire Beauty School
Concord NC11.1999
High School Diploma -
A.L Brown High School
Kannapolis, NC06.1997
Skills
- Microsoft Office Suite
- Schedule Coordination
- Quality Assurance
- Motivational Leadership
- Handling Customer Complaints
- Coaching and Mentoring
- Remote Work Coordination
- Goal Setting
- Microsoft Office
- Accounts Payable and Receivable
- Account Reconciliation
Timeline
Floor Support Remote Supervisor
Duke Energy
05.2019 - Current
Dispatcher Clerk Remote
Atlanta Solid Waste
02.2014 - 05.2018
Phlebotomist
Novant Health Huntersville
10.2012 - 11.2019
Customer Service Specialist
Convergys
03.2012 - 09.2017
Customer Service Floor Support Tech
Everise Remote WFH
07.2004 - 10.2022
Certificate - Phlebotomist
ECPI University
Diploma - Cosmetologist
Empire Beauty School
High School Diploma -
A.L Brown High School