Madonna Thompson
Summary
Proven performer in high-stress customer service roles, exemplified during tenure at CVS Caremark. Excelled in conflict resolution and customer satisfaction, leveraging critical thinking and Microsoft Office proficiency to enhance service delivery. Achieved notable increases in loyalty and repeat business through empathetic engagement and effective complaint handling, consistently surpassing performance metrics. Knowledgeable and dedicated customer service professional with extensive experience in the remote customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Remote Customer Service Representative
Kelley Services
02.2022 - 11.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Improved resolution time with effective problem-solving for customer complaints.
Remote Treatment Coordinator
Smile Doctors Braces
08.2019 - 01.2022
- Maintained detailed records of patient treatments, ensuring accurate billing and efficient followups.
- Increased case acceptance rates through persuasive presentation of treatment options and benefits.
- Explained treatment choices to patients and helped determine best options.
- Provided exceptional customer service to create a welcoming atmosphere for patients and their families.
- Researched billing issues, scheduled appointments and verified insurance coverage.
- Educated patients on dental benefits and coordinated proper payment with insurance companies.
- Served as a liaison between patients, clinical staff, and external specialists during referral processes or collaborative care efforts.
- Presented financial arrangements clearly to patients, enabling informed decisions about payment options and timelines.
Remote Customer Service Representative
CVS Caremark
04.2017 - 05.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Associate of Applied Science - Practical Nursing
Mississippi Gulf Coast Community College
Gautier, MS05.2021
Associate of Arts - Practical Nursing
Mississippi Gulf Coast Community College
Gautier, MS 05.2021
High School Diploma -
Resurrection Catholic High School
Pascagoula, MS05.2006
Skills
- Problem Resolution
- Customer Service
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
Additional Skills
Additional Skills
- Scheduling
- Call Management
- Product Knowledge
- Paperwork Processing
- Team Development
- Customer Relationship Management (CRM)
- Prioritization
- Microsoft Office Suite
- Technical Support
- Building rapport
- De-Escalation Techniques
- Live chat support
- Quality Control
- Dispute Resolution
- Product and service solutions
- Multi-line phone talent
- Coordination
- Sales expertise
- Service Upselling
- Service standard compliance
- Brand representation
- Sales closing
- POS systems expert
- Product Education
- Call triaging
- Promotional support
- Key stakeholder relationship building
Timeline
Remote Customer Service Representative
Kelley Services
02.2022 - 11.2023
Remote Treatment Coordinator
Smile Doctors Braces
08.2019 - 01.2022
Remote Customer Service Representative
CVS Caremark
04.2017 - 05.2019
Associate of Applied Science - Practical Nursing
Mississippi Gulf Coast Community College
Associate of Arts - Practical Nursing
Mississippi Gulf Coast Community College
High School Diploma -
Resurrection Catholic High School
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