Ebonee Thomas
Montgomery,AL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
2
2
years of professional experience
Work History
Web Support Specialist
Walmart.com
MONTGOMERY
08.2025 - 01.2026
- Resolved user inquiries through effective troubleshooting and problem-solving techniques.
- Collaborated with development teams to enhance website functionality and user experience.
- Managed content updates across multiple platforms, ensuring accuracy and consistency.
- Trained junior staff on best practices for web support and customer service protocols.
- Led initiatives to optimize website performance, resulting in improved load times and user engagement.
- Managed high-volume support tickets, prioritizing effectively to ensure timely resolutions.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing timely solutions.
Tax Associate
GIGXR
Montgomery AL
01.2025 - 08.2025
- Prepared and reviewed individual and corporate tax returns for accuracy and compliance with regulations.
- Conducted research on tax laws to ensure up-to-date knowledge and application in client work.
- Assisted clients in understanding tax obligations, providing clear guidance on filing requirements.
- Developed efficient workflows for processing tax documents, improving turnaround times.
- Maintained detailed records of client interactions and transactions, ensuring the highest level of accuracy and confidentiality.
- Prepared accurate tax returns for individuals, partnerships, corporations, and non-profit organizations, maximizing deductions and credits.
- Completed and filed returns with tax departments at local, state, and federal levels.
Customer Care Associate
Alorica
Montgomery, AL
12.2024 - 07.2025
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Mentored junior representatives, fostering a culture of continuous learning and development.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
- Managed high volume of customer calls, maintaining calm and professional demeanor.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Call Center Coordinator
ASK Telemarketing
Montgomery, AL
12.2023 - 12.2024
- Coordinated daily operations and communication between teams to enhance workflow efficiency.
- Developed training materials for new staff, ensuring consistent onboarding processes.
- Monitored call quality and provided feedback to agents, improving customer satisfaction scores.
- Collaborated with management to develop strategic initiatives aimed at increasing productivity.
- Collaborated with IT department to troubleshoot technical issues, ensuring minimal downtime for call center operations.
- Managed workforce planning initiatives, ensuring appropriate staffing levels during holidays, weekends, and other peak times.
- Assisted in recruitment efforts by conducting interviews and identifying top talent candidates suitable for the role.
Education
Bachelor's - Business Management
Capella University
Minneapolis, MN02.2026
Associate - Business Management
Troy University
Troy, AL05.2008
Diploma - undefined
Sidney Lanier High School
Montgomery, AL05.2005
Skills
- Customer support
- Website maintenance
- Active listening
- Critical thinking
- Computer proficiency
- Call center operations
- Escalation management
- Decision-making
- Team leadership
- Documentation and reporting
- Project planning
- Staff development
- Sales management
Timeline
Web Support Specialist
Walmart.com
08.2025 - 01.2026
Tax Associate
GIGXR
01.2025 - 08.2025
Customer Care Associate
Alorica
12.2024 - 07.2025
Call Center Coordinator
ASK Telemarketing
12.2023 - 12.2024
Associate - Business Management
Troy University
Diploma - undefined
Sidney Lanier High School
Bachelor's - Business Management
Capella University