Maleka Thomas
Macon,GA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Casino Customer Support Agent
Penn Entertainment
WFH, GA
05.2023 - Current
- Answer customer inquiries by telephone and via email.
- Provide technical support to customers regarding product use and troubleshooting.
- Respond promptly to customer complaints and concerns.
- Maintain accurate records of customer interactions and transactions.
- Resolve billing disputes with customers in a timely manner.
- Investigate customer issues and escalate complex problems when necessary.
- Demonstrate excellent problem-solving skills when dealing with difficult customers.
- Assist customers in navigating website content for online purchases or inquiries.
CULINARY SPECIALIST
UNITED STATES ARMY
USA, GA
07.2016 - Current
- Prepare and serve meals for anywhere between 25-1300 soldiers
- Successfully assisted with 2 Covid-19 response missions.
- Established food preparation procedures and guidelines to promote meal consistency and quality.
- Took inventory of supplies and maintained accurate stock records to minimize losses and support supply ordering.
- Conducted inspections of food preparation and dining facilities to verify compliance with health and safety regulations.
STORE MANAGER
TitleMax
Macon, GA
01.2022 - 05.2023
- Performed statistical analyses to gather data for operational and forecast team needs.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Managed inventory control, cash control, and store opening and closing procedures.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
ASSISTANT STORE MANAGER
TitleMax
Fort Valley, GA
03.2022 - 08.2022
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
- Supervised and evaluated staff to help improve skills, achieve daily objectives and attain advancement.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
Call Center Agent
Arise Virtural Solutions
WFH, GA
02.2019 - 02.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved concerns with products or services to help with retention and drive sales.
- Entered customer information into customized computer system to document and organize client records.
Emergency Roadside Dispatcher
GEICO
WFH, GA
09.2017 - 01.2019
- Assist policy holders with setting up emergency roadside service quickly and efficiently through the use of our Geico mobile app and via chat pilot while maintaining the highest level of Customer service.
- Responded to over 40 daily caller requests with information about assistance and timeframes.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Associate of Science - Pharmacy Technician
Miller Motte
Macon, GAHigh School Diploma -
Southwest HighSchool
Macon, GASkills
- Relationship building and management
- Team leadership and coaching
- Strategic thinker
- Financial operations management
- Staff Management
- Goals and performance
- Training and mentoring
- Documentation and reporting
- Customer support
- Typing 40 wpm
- Logging call information
- Inbound phone calls
- Outbound phone calls
- Professional and mature
- Complaint Handling
- Software troubleshooting
- Organization and recordkeeping
- Customer Success Management
- Data Management
- Customer service excellence
- Online Chat Support
- Adaptability and Flexibility
- Multitasking Abilities
- Problem-Solving
- Reliability
- Time Management
- Team Collaboration
- Decision-Making
- Problem-solving abilities
Certification
CPR and First Aid
References
References available upon request.
Timeline
Casino Customer Support Agent
Penn Entertainment
05.2023 - Current
ASSISTANT STORE MANAGER
TitleMax
03.2022 - 08.2022
STORE MANAGER
TitleMax
01.2022 - 05.2023
Call Center Agent
Arise Virtural Solutions
02.2019 - 02.2022
Emergency Roadside Dispatcher
GEICO
09.2017 - 01.2019
CULINARY SPECIALIST
UNITED STATES ARMY
07.2016 - Current
Associate of Science - Pharmacy Technician
Miller Motte
High School Diploma -
Southwest HighSchool
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