Kuwanna Thomas
Hogansville,GA
Summary
Innovative Call Center Representative with 10 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Overview
10
10
years of professional experience
Work History
Customer Service Representative/Call Center
Best Buy
Remote, GA
09.2021 - Current
- Scheduled reservations for customers
- Explained products and benefits
- Created customer appointments
- Resolved concerns with products or services to help with retention and drive sales.
- Detailed payment options and explained price, receipt and billing details to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Improved overall efficiency 20% by anticipating needs and providing outstanding support.
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Call Center Customer Service Representative
Pottery Barn and William Sonoma, Inc
Remote, GA
03.2020 - 11.2021
- Answering inbound calls
- Resolved concerns with products or services to help with retention and drive sales.
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Answered over 50 calls per shift to meet fast-paced call center demands.
Customer Service Representative
Alorica
Remote, Georgia
11.2019 - 12.2020
- Remote inbound calls regarding problems with billing and activation of cellular plans.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Recorded account information to open new customer accounts.
- Processed customer adjustments to maintain financial accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
Customer Service Specialist
American Home Shield
Lagrange, GA
06.2019 - 11.2019
- Inbound calls regarding appointments for in home service on appliances
- Inbound calls regarding home warranties
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Quality Lab Technician
MANDO AMERICA
Hogansville, GA
07.2016 - 04.2019
- Monitor product quality to ensure compliance with standards and specifications
- Compile and interpret results of tests and analyses
- Maintain, clean, or sterilize laboratory instruments or equipment
- Write technical reports or prepare graphs or charts to document experimental results.
- Performed technical and quality systems audits of laboratory.
- Completed recordkeeping, filing and data entry duties.
- Diagnosed and reported malfunctions of technical equipment.
- Completed supporting documentation for testing procedures, data capture forms, equipment logbooks and inventory forms.
- Monitored testing procedures and verified performance of tests according to established item specifications and protocol.
Receptionist
JB LOGGING
Hogansville, GA
06.2016 - 03.2018
- File and maintain records
- Receive payment and record receipts for services
- Schedule appointments and maintain and update appointment calendars
- Calculate and quote rates for tours, stocks, insurance policies, or other products or services.
- Confirmed appointments, communicated with clients and updated client records.
- Managed multiple tasks and met time-sensitive deadlines.
- Responded to inquiries from callers seeking information.
- Maintained confidentiality of information regarding clients and company.
Customer Service
WAL-MART
Lagrange, GA
09.2015 - 02.2017
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
Education
High School Diploma -
CALLAWAY HIGH SCHOOL
05.2005
Some College (No Degree) - Accounting
West Georgia Technical College
La Grange, GASkills
- Office Experience
- Clerical Experience
- QuickBooks
- Windows
- Customer support
- Administrative experience
- Multi-line phone systems
- Technical support
- Live chat
- Dispatching
- Call center customer service
- Excellent customer service
Timeline
Customer Service Representative/Call Center
Best Buy
09.2021 - Current
Call Center Customer Service Representative
Pottery Barn and William Sonoma, Inc
03.2020 - 11.2021
Customer Service Representative
Alorica
11.2019 - 12.2020
Customer Service Specialist
American Home Shield
06.2019 - 11.2019
Quality Lab Technician
MANDO AMERICA
07.2016 - 04.2019
Receptionist
JB LOGGING
06.2016 - 03.2018
Customer Service
WAL-MART
09.2015 - 02.2017
High School Diploma -
CALLAWAY HIGH SCHOOL
Some College (No Degree) - Accounting
West Georgia Technical College
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