JALISA LYNNETTE THOMAS
Willingboro,NJ
Summary
Operations and customer service professional with experience supporting residential & small commercial accounts in a high-volume call center environment. Skilled in monitoring service requests, managing escalations, coordinated cross-functional teams to streamline processes, to ensure timely resolution of emergent and/or scheduled work. Strong ability to balance operational priorities, customer satisfaction, and documenting accuracy in fast paced environments.
Overview
14
14
years of professional experience
Work History
BCST Specialized Agent
PECO Call Center
Philadelphia, PA
12.2019 - Current
- Managed inbound and outbound customer calls, ensuring high-quality service and satisfaction
- Resolved complex customer concerns: billing disputes, service interruption, meter issues and usage questions.
- Provided clear, empathetic communication to de-escalate frustrated callers and maintain high customer satisfaction.
- Explained small commercial policies, rate tariffs and alternative payment options to help customer make informed decisions.
- Resolved customer inquiries effectively, utilizing CC&B software to track interactions and outcomes
- Implemented process improvements to enhance call handling efficiency and reduce average response time.
Residential Call Center Representative
PECO Call Center
Philadelphia, PA
02.2018 - 12.2019
- Responded to high-volume inbound calls regarding billing questions, payments, service request & general account inquiries.
- Resolved residential customer issues, explained policies, payment plans and educated customers how read their bills.
- Maintained accurate customer account records by efficiently using CC&B system to log interactions and resolutions.
- Assisted residential customers with starting, modifying, or terminating electric and/or gas service.
- Assisted customers with processing Electric and Gas emergencies.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Call Center Representative
Glaxosmithkline Call Center
Dresher, PA
02.2016 - 11.2017
- Actively listened customer needs, clarified information, and researched inquiries regarding product information and availability
- Utilized knowledge to research and locate answers to provide to consumers.
- Educated customers on how to properly use GSK pharmaceutical products.
- Manage a high volume of inbound and outbound calls.
- Accurately documented all conversations in salesforce and reported customer adverse reactions to products directly to FDA.
- Delivered quality customer service on every call.
Certified Nursing Assistant
Preferred Home Health Care
Bensalem, PA
05.2012 - 02.2016
- Assisted patients with activities of daily living.
- Changed bed linens, washed, ironed, and cleaned patient quarters.
- Purchased, prepared, and served food for patients following special prescribed diets.
- Accompanied ambulatory patients outside home, serving as guide, companion, and aide.
- Performed miscellaneous duties as requested.
- Supported needs of 10+ residents under long-term care.
Education
Medical Assistant certificate -
Thompson Institute
Philadelphia, PA06-2009
Academic Diploma - undefined
Frankford High School
Philadelphia, PA06-2008
Skills
- Communication Skills
- Organizational Skills
- Call handling skills
- Building relationships
- Ability to assess quality
- Workflow & Task prioritization
- Critical Thinking Skills
- Ability to multi-task
- Strong Interpersonal Skills
- Proficient in Microsoft Office & CC&B
- Ability to navigate multiple systems
- Ability to resolve conflict
- Positive attitude
- Customer service and care
Timeline
BCST Specialized Agent
PECO Call Center
12.2019 - Current
Residential Call Center Representative
PECO Call Center
02.2018 - 12.2019
Call Center Representative
Glaxosmithkline Call Center
02.2016 - 11.2017
Certified Nursing Assistant
Preferred Home Health Care
05.2012 - 02.2016
Academic Diploma - undefined
Frankford High School
Medical Assistant certificate -
Thompson Institute