Kelisa Thomas
Jacksonville
Summary
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.
Overview
4
4
years of professional experience
Work History
Call Center Representative
Select Portfolio Servicing, Inc
11.2023 - Current
- 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.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Sonic Manager
Sonic Drive-In
05.2023 - 12.2023
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
Call Center Agent
Concentrix
01.2023 - 11.2023
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
Team Member
Walmart
10.2021 - 05.2022
- Worked different stations to provide optimal coverage and meet production goals.
- Assisted with inventory counts and stocking of merchandise.
- Provided exceptional support to colleagues by sharing knowledge, offering assistance, and fostering teamwork.
McDonalds Crew Trainer
McDonald's
11.2020 - 06.2021
- Mentored new hires, helping them acclimate to the company culture quickly and efficiently.
- Spearheaded initiatives aimed at improving overall customer experience during peak hours or high-volume periods.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
Education
Bachelor - Criminal Justice
Florida State College
Jacksonville, FL01-2027
High school education -
Samuel W. Wolfson High School
Jacksonville, FL06.2021
Skills
- Cashiering
- Cleaning Experience
- Kitchen Experience
- Cash Handling
- Food Safety
- Classroom Management
- Curriculum Development
- Leadership
- Customer service
- Restaurant experience
- Customer support
Timeline
Call Center Representative
Select Portfolio Servicing, Inc
11.2023 - Current
Sonic Manager
Sonic Drive-In
05.2023 - 12.2023
Call Center Agent
Concentrix
01.2023 - 11.2023
Team Member
Walmart
10.2021 - 05.2022
McDonalds Crew Trainer
McDonald's
11.2020 - 06.2021
Bachelor - Criminal Justice
Florida State College
High school education -
Samuel W. Wolfson High School
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