Summary
Work History
Education
Skills
Timeline
Generic

Johnniqua Thompson

Irving,TX

Summary

Dynamic customer service professional with extensive experience at Teleperformance, excelling in call management and problem resolution. Proven ability to enhance customer satisfaction through effective communication and empathetic listening. Skilled in database management and appointment scheduling, consistently exceeding performance metrics while building strong rapport with clients.

Offering strong communication abilities and genuine interest in customer service, eager to learn and thrive in call center environment. Brings foundation in problem-solving and adaptability, ensuring rapid acquisition of necessary skills. Ready to use and develop communication and technical skills in Desired Position role.

Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.

Work History

Call Center Representative

Teleperformance
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Identified upselling opportunities to increase revenue generation.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.

Appointment Setter

DriveTime Auto
  • Set appointments with salespeople and potential customers.
  • Provided potential customers with information about upcoming promotions and events to acquire interest in scheduling appointment.
  • Prioritized tasks efficiently to ensure all daily call quotas were met or exceeded without compromising quality of service.
  • Answered phone calls and answered questions from potential customers.
  • Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
  • Addressed client inquiries and updated database information.
  • Demonstrated exceptional multitasking abilities by managing multiple calendars simultaneously while handling incoming calls from potential clients.
  • Developed strong rapport-building skills through daily interaction with diverse clientele over the phone.
  • Scheduled follow up calls with potential customers to gain interest in scheduling appointments.

Emergency Dispatcher

HONK
  • Improved response times by prioritizing and efficiently managing emergency calls.
  • Maintained accurate records of dispatched calls and their outcomes, ensuring thorough documentation for future reference.
  • Enhanced productivity by guaranteeing timely emergency response with no service delivery issues.
  • Participated in ongoing professional development opportunities to stay current on best practices in emergency communications and technology advancements.
  • Effectively managed stressful situations, maintaining a calm demeanor while providing crucial support to both callers and first responders.
  • Exceeded performance metrics in both call handling and dispatch accuracy, resulting in a higher level of service to the community.
  • Collaborated closely with law enforcement agencies to ensure timely responses to incidents requiring police intervention.
  • Implemented caller follow-up program that provided additional support after initial incident resolution, ensuring ongoing care and assistance.
  • Directed responders using assigned mapping systems for timely emergency attendance.
  • Read system maps and caller information, and documented details in system.
  • Followed established protocols for professional handling of emergency situations.
  • Answered calls from automatic routing system and took basic information from callers.

Order Picker

Target
  • Collaborated with team members to ensure timely completion of orders during peak demand periods.
  • Excellent communication skills, both verbal and written.
  • Reduced order processing time with the use of RF scanning equipment and inventory management software.
  • Improved order accuracy by meticulously picking items according to pick list and packing slip requirements.
  • Optimized order fulfillment processes by regularly communicating with supervisors on any process improvements or issues encountered during daily tasks.
  • Contributed to overall warehouse efficiency by assisting in other areas such as receiving, stocking, or shipping when required.
  • Exceeded company expectations for order fulfillment speed and accuracy, consistently meeting or surpassing performance metrics.
  • Built pallets and positioned orders on loading dock to safely pile and ship goods.
  • Expedited urgent orders through prioritized picking strategies while maintaining accuracy standards.
  • Maintained strong working relationships with coworkers, contributing to a positive and supportive team environment within the warehouse.

Education

High School Diploma -

Southwood High School
Shreveport, LA
05.2015

Skills

  • Call management
  • Customer support
  • Database management
  • Order fulfillment
  • Communication strategies
  • Problem resolution
  • Multitasking efficiency
  • Data entry
  • Customer service
  • Call center customer service
  • Verbal and written communication
  • Resolving issues
  • Call center operations
  • Appointment scheduling
  • Building rapport

Timeline

Call Center Representative

Teleperformance

Appointment Setter

DriveTime Auto

Emergency Dispatcher

HONK

Order Picker

Target

High School Diploma -

Southwood High School

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Johnniqua Thompson