Kursha Thomas
Delray Beach,FL
Summary
Experienced with coordinating customer service operations efficiently, ensuring smooth and effective communication between departments and clients. Utilizes problem-solving skills to address and resolve customer concerns promptly. Track record of implementing process improvements that enhance customer satisfaction and team performance.
Overview
11
11
years of professional experience
Work History
Customer Service Coordinator
BBC International
12.2019 - Current
- Coordinated with overseas order processing, ensuring 95% of issues were addressed and responses provided within 24 hours.
- Maintained accurate and timely communication with the Sales Support Manager, reducing order-related issues by 20%.
- Escalated customer issues to completion, achieving a 98% customer satisfaction rate through efficient issue resolution.
- Processed return authorization requests for wholesale and e-commerce divisions, improving processing time by 15%.
- Imported and validated EDI purchase orders, ensuring 100% accuracy in payment terms, pricing, and shipment details.
- Negotiated production orders with overseas agents, aligning ship dates with customer needs, reducing delays by 10%.
- Managed special production orders and custom packaging materials, ensuring on-time deliveries 98% of the time.
- Monitored and communicated vendor compliance updates, ensuring packaging and shipping standards were met 100% of the time.
- Processed credit releases for at once orders and terms customers, improving cash flow efficiency by 12%.
- Coordinated with the Sales Support Manager to manage partial availability and shipping preferences, reducing cancellations by 18%.
Team Lead
Sears
05.2016 - 12.2019
- Trained new team members on company procedures, safety, and cashiering, improving onboarding efficiency by 20%.
- Fostered a positive work environment, boosting team morale and productivity by 15% through recognition and open communication.
- Served as a role model, demonstrating commitment to excellence and professionalism, contributing to a 10% increase in team performance.
- Coached team members, improving job task completion rates by 18% through targeted training.
- Ensured timely project completion and efficient cashiering, increasing customer satisfaction by 25% and meeting high-quality standards.
- Conducted regular performance reviews, improving skill development and career growth, leading to a 12% increase in overall team productivity
Store Team Lead
Toys"R"Us
10.2013 - 05.2016
- Delivered exceptional customer service, addressing concerns promptly and increasing customer satisfaction by 15%.
- Trained and mentored new team members, improving team productivity and reducing onboarding time by 20%.
- Motivated staff through recognition programs, incentives, and awards, boosting employee performance by 10%.
- Maintained a clean, organized store environment, improving customer satisfaction ratings by 25%.
- Collaborated with departments to develop cross-functional solutions, enhancing operational efficiency by 18%.
- Built and maintained strong vendor relationships, negotiating terms that resulted in a 12% reduction in supply costs.
Education
Bachelor of Science - Business Admin
Southern New Hampshire University
Hooksett, NH05.2027
Skills
- Detail-Oriented Approach
- Effective Conflict Management
- Customer Engagement Expertise
- Leadership Development Skills
- Quality Evaluation Techniques
- Efficiency Enhancement
- Time Management
- Data-Driven Performance Evaluation
- Interpersonal Relationship Development
- Policy Adherence
- Employee Training Initiatives
- Dependable Professionalism
Timeline
Customer Service Coordinator
BBC International
12.2019 - Current
Team Lead
Sears
05.2016 - 12.2019
Store Team Lead
Toys"R"Us
10.2013 - 05.2016
Bachelor of Science - Business Admin
Southern New Hampshire University
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