JOHN THORPE
Los Fresnos,TX
Summary
Astute call center customer service representative with exceptional oral and written communication skills, active listening abilities, and analytical problem-solving capabilities. Demonstrates a service-oriented approach to enhance customer experiences by understanding their desires and providing customized solutions, fostering loyalty. Committed to ensuring customer satisfaction through exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring various solutions to effectively address customer needs. Equipped with strong problem-solving abilities, a willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges with dedication and enthusiasm to advance organizational objectives.
Overview
17
17
years of professional experience
Work History
CSR
Maximus
11.2021 - Current
- Company Overview: Medicare and Marketplace
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Answered constant flow of customer calls with minimal wait times.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Actively supported team members by quickly responding to questions via Microsoft Teams and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Took escalated supervisor calls from team member
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
CSR
Qualfon
07.2019 - 05.2020
- Company Overview: Roadside Assistance
- Answered roadside assistance calls for tows and other vehicle support.
- Answered constant flow of customer calls with minimal wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
CSR
ACT
05.2015 - 07.2019
- Company Overview: Manage Prepaid Accounts
- Manage Prepaid Accounts
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Cashier/Cook
Wing Stop
02.2011 - 08.2013
- Company Overview: cashier and cook.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Answered questions about store policies and addressed customer concerns.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
- Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
Auditor
RGIS
05.2009 - 09.2009
- Company Overview: Inventory scanning bar codes
- Maintained accurate records to support inventory audits and inventory replenishment activities.
- Performed inventory of product in stock
- Tracked stock using company inventory management software.
Cook
Burger King
03.2008 - 08.2008
- Company Overview: cook
- Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
- Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
- Communicated closely with servers to fully understand special orders for customers.
Tax Return Preparer
Jackson Hewitt
01.2008 - 03.2008
- Company Overview: Prepare and File Tax Return
- Prepare and File Tax Return
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities.
Education
Certification - Computer Science
Harvard University
Cambridge, MA12-2025
Certificate - Computer Maintenance
Texas State Technical College
Harlingen, TX12-2025
Certification - Sales
Coursera
Online12-2024
Certification - Google IT Support
Coursera
Online11-2019
Associates Degree - Automotive Technology
Texas State Technical College
Harlingen, TX12.2013
High School Diploma - undefined
Los Fresnos High School
Los Fresnos, TX01.2007
Skills
- Bilingual
- Call center experience
- Provided End to End Customer Support
- Opening and closing accounts
- Account updating
- Complaint resolution
- Calm demeanor
- Active listening
- Positive and professional
- Data entry proficiency
- Persuasion techniques
- Sales skills
Timeline
CSR
Maximus
11.2021 - Current
CSR
Qualfon
07.2019 - 05.2020
CSR
ACT
05.2015 - 07.2019
Cashier/Cook
Wing Stop
02.2011 - 08.2013
Auditor
RGIS
05.2009 - 09.2009
Cook
Burger King
03.2008 - 08.2008
Tax Return Preparer
Jackson Hewitt
01.2008 - 03.2008
Associates Degree - Automotive Technology
Texas State Technical College
High School Diploma - undefined
Los Fresnos High School
Certification - Computer Science
Harvard University
Certificate - Computer Maintenance
Texas State Technical College
Certification - Sales
Coursera
Certification - Google IT Support
Coursera