Summary
Overview
Work History
Education
Skills
Timeline
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Joshua Thomas

Humbird,TX

Summary

Dedicated and personable Customer Service Agent with over 10 years of experience in delivering exceptional service in fast-paced environments. Skilled at troubleshooting, handling customer inquiries, and providing effective solutions to ensure customer satisfaction. Seeking to contribute my expertise to a dynamic company

Overview

11
11
years of professional experience

Work History

Customer Service Specialist

Wayfair
09.2020 - 11.2024
  • Maintained 90% customer satisfaction score
  • Resolved customer complaints and escalated complex issues to the appropriate departments
  • Responded to customer inquiries via [phone, email, chat] with a focus on first-call resolution.
  • Processed customer orders, returns, and refunds in a timely manner.
  • Trained and mentored new team members on customer service best practices.

Dispute Resolution Coordinator

Walmart
07.2018 - 07.2020
  • Handle inbound and outbound calls, addressing customer inquiries and resolving issues promptly
  • Collaborate with other departments to address escalated issues and improve service delivery
  • Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
  • Used [Software] to keep detailed records of daily progress, incidents and issue resolutions.
  • Read and analyzed details of legal disputes, absorbing minutia and often overlooked but critical information.

Cashier

Walmart
01.2014 - 07.2018
  • Counted money in drawers at beginning and end of each shift.
  • Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
  • Processed customer orders and accurately handled payment transactions.
  • Met customer service goals and exceeded customer expectations.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.

Education

High School Diploma -

North Forest High School
Houston, TX

Skills

  • Customer relationship management
  • Communication
  • Customer Service
  • Problem Solving
  • Time Management
  • Software Proficiency

Timeline

Customer Service Specialist

Wayfair
09.2020 - 11.2024

Dispute Resolution Coordinator

Walmart
07.2018 - 07.2020

Cashier

Walmart
01.2014 - 07.2018

High School Diploma -

North Forest High School

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Joshua Thomas