Kentay Thomas
Tucson,Arizona
Summary
Dynamic customer support specialist with a proven track record at Alorica, adept at resolving complex inquiries and enhancing service delivery. Skilled in CRM software and fostering rapport with clients, I implement strategies that boost satisfaction rates and streamline processes, ensuring a high-quality experience for all customers.
Overview
14
14
years of professional experience
Work History
Machine Operator
Poly Print
Tucson, AZ
09.2025 - 09.2026
- Operated printing machinery to produce high-quality printed materials.
- Monitored production processes to ensure quality standards and efficiency.
- Assisted in troubleshooting minor equipment malfunctions and performed routine maintenance.
- Collaborated with team members to meet production deadlines consistently.
- Maintained accurate records of production output and machine performance data.
Construction Worker
G&J Development
Tucson, AZ
04.2023 - 09.2025
Customer Support Specialist
Alorica
Tucson, AZ
03.2021 - 04.2023
- Assisted customers by resolving inquiries through multiple communication channels.
- Documented customer interactions in CRM system to ensure accurate record-keeping.
- Collaborated with team members to enhance service delivery and resolve complex issues.
- Trained new staff on company protocols and customer service best practices.
Call Center Representative
Agero
03.2019 - 06.2021
- Handled customer inquiries and resolved issues efficiently through phone and chat support.
- Utilized CRM software to document interactions and track customer feedback accurately.
- Adapted communication style to meet diverse customer needs and enhance satisfaction levels.
- Assisted in training new representatives on call handling procedures and company policies.
- Escalated complex issues to appropriate departments, ensuring timely resolution for customers.
Technical Support Engineer
VXI
Tucson, AZ
10.2017 - 10.2019
Technical Support Engineer
Sears
01.2016 - 04.2017
Customer Support Specialist
Afni
Tucson Estates, AZ
02.2013 - 12.2016
- Analyzed customer feedback to identify trends and recommend improvements in service processes.
- Developed and maintained knowledge base articles for common customer queries to improve efficiency.
- Implemented strategies to reduce response times, enhancing overall customer satisfaction rates.
- Led initiatives for quality assurance, ensuring adherence to service standards during support operations.
Education
EMT
Pima Community College
Tucson, AZHigh School Diploma - General Studies
Los Angeles Valley College
Van Nuys, CA06.2007
Skills
Creating rapport and becoming a trusted advisor rather than just a vendor
Thoroughly understanding the product, industry, and competitor landscape
Mastery of offensive techniques (jab, hook, cross, uppercut), defensive maneuvers (slipping, blocking, bob and weave), and ring generalship
High level of personal fitness to keep up with students and demonstrate moves
Understanding body mechanics for strength training, endurance building, and injury prevention
Proper usage of heavy bags, speed bags, and double-end bags
Inspiring confidence, maintaining discipline, and providing encouragement
Analyzing performance and providing actionable corrections without discouraging the student
Additional Information
Competitive boxing experience acquired at 6th st gym, ruun by coach Ken Mitchell. 5+ years exp.
Timeline
Machine Operator
Poly Print
09.2025 - 09.2026
Construction Worker
G&J Development
04.2023 - 09.2025
Customer Support Specialist
Alorica
03.2021 - 04.2023
Call Center Representative
Agero
03.2019 - 06.2021
Technical Support Engineer
VXI
10.2017 - 10.2019
Technical Support Engineer
Sears
01.2016 - 04.2017
Customer Support Specialist
Afni
02.2013 - 12.2016
EMT
Pima Community College
High School Diploma - General Studies
Los Angeles Valley College