Summary
Overview
Work History
Education
Skills
Timeline
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Kesha Thomas

Seffner,FL

Summary

Positive and upbeat Customer Service Specialist bringing years of customer-facing experience in fast paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty. Authorized to work in the US for any employer

Overview

11
11
years of professional experience

Work History

Sales Representative Team Leader

Personnel Concepts
Tampa
04.2021 - 08.2024
  • Contacts existing customers by telephone (via Predictive Dialer Technology; no cold calling
  • To communicate State and/or Federal regulation changes since last order (as well as new product introduction) and drive cross selling revenue
  • Increased sales revenue by implementing strategic marketing plans and fostering strong relationships with clients
  • Led a team of sales representatives to improve overall performance through mentoring, coaching, and regular evaluations.

Customer Service Representative

Health Plan Services
Tampa
02.2018 - 03.2021
  • Informed customer's about billing procedures, processed payments and provided payment options setup assistance
  • Consulted with customers to determine best methods to resolve and billing issues
  • Addressed customer's service inquiries quickly and accurately.

Customer Service Associate

Affinity Marketing Services
Brandon, FL
05.2016 - 02.2018
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Handled billing and payment issues by following guidelines and resolving disputes.

Customer Service Representative

Capital One
Riverview, FL
08.2013 - 05.2016
  • Exceeded service goals while leveling customer service, sales and employee management best practices
  • Reviewed accounts service histories to identify trends and issues
  • Responded to customer requests for products, services, and company information
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

Education

High school diploma - General Studies

Greenwood High School
Greenwood, SC
05.1996

Skills

  • Call center experience
  • Cold Calling
  • Computer Operation
  • Live Chat
  • Credit card payment processing
  • Data Entry
  • Help Desk
  • Complaint Resolution
  • Quality Assurance
  • CRM Software
  • Data Gathering
  • Problem-solving skills
  • Gathering information
  • Analytical abilities
  • Interpersonal Skills
  • Goal-Oriented

Timeline

Sales Representative Team Leader

Personnel Concepts
04.2021 - 08.2024

Customer Service Representative

Health Plan Services
02.2018 - 03.2021

Customer Service Associate

Affinity Marketing Services
05.2016 - 02.2018

Customer Service Representative

Capital One
08.2013 - 05.2016

High school diploma - General Studies

Greenwood High School

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Kesha Thomas