Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Janine Thompson

Knoxville

Summary

Customer service professional with expertise in conflict resolution and building customer trust at Concentrix. Skilled in multitasking and prioritizing needs, consistently enhancing customer satisfaction through effective communication and problem-solving. Recognized for mentoring teams and driving productivity, committed to delivering exceptional service and fostering loyalty.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Concentrix
Knoxville
08.2020 - 02.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Assistant Manager

Zaxbys
Knoxville
02.2016 - 11.2019
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Delegated daily tasks to team members to optimize group productivity.
  • Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
  • Coached team members and delivered constructive feedback to promote better productivity and build confidence.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Shift Leader

KFC
Knoxville
03.2014 - 02.2016
  • Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
  • Supervised and led employees to maintain productivity and customer service levels.
  • Handled escalated customer concerns and emergencies in absence of manager or supervisor.
  • Checked orders for quality and completeness.
  • Educated customers about offerings, promotions and pricing to boost sales.
  • Complied with company safety procedures, policies and regulations to promote safe working environment.

Housekeeper

Embassy Suites
Knoxville
01.2013 - 05.2014
  • Vacuumed floors and dusted furniture to maintain organized, professional appearance.
  • Used cleaning chemicals following proper guidelines.
  • Cleaned building floors by sweeping, mopping and scrubbing.
  • Interacted pleasantly with clients and guests when performing daily duties.

Education

Some College (No Degree) - Business Administration

Virginia College
Knoxville, TN
09-2018

Some College (No Degree) - Medical Office Information Technology

Tennessee College of Applied Technology
Knoxville, TN
02-2010

Skills

  • Credit card processing
  • Report generation
  • Needs assessment
  • Multitasking and prioritization
  • CRM software proficiency
  • Conflict resolution
  • Customer service excellence
  • Data confidentiality
  • Customer trust and loyalty
  • Call documentation
  • Creative problem solving
  • Data entry accuracy
  • Team leadership

References

References available upon request.

Timeline

Customer Service Representative

Concentrix
08.2020 - 02.2023

Assistant Manager

Zaxbys
02.2016 - 11.2019

Shift Leader

KFC
03.2014 - 02.2016

Housekeeper

Embassy Suites
01.2013 - 05.2014

Some College (No Degree) - Business Administration

Virginia College

Some College (No Degree) - Medical Office Information Technology

Tennessee College of Applied Technology

Similar Profiles

CREATE PROFILE