Marissa Thomas
Austell,GA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients.
Overview
2025
2025
years of professional experience
Work History
Senior Care Worker
Amada Senior Care
Littleton, CO
04.2023 - 03.2024
- Provided daily care and companionship to elderly patients in their homes.
- Assisted with personal hygiene tasks such as bathing, dressing, grooming and toileting.
- Developed individualized plans of care based on patient needs and preferences.
- Organized activities such as games, crafts and outings for patients to enjoy.
- Transported clients to medical appointments or social engagements as needed.
- Maintained accurate records of patient care services provided including progress notes.
- Provided emotional support to patients and their families during difficult times.
- Responded quickly and appropriately to emergency situations involving the health of a client.
- Encouraged clients to participate in physical activities as directed by their physician or therapist.
- Coordinated meal planning according to dietary restrictions or special needs of each client served.
- Scheduled housekeeping duties such as laundry, grocery shopping, cleaning and cooking meals for clients when necessary.
- Reported any changes in condition or behavior of the client back to the primary caregiver and family member.
- Assisted with mobility issues by utilizing adaptive equipment when necessary.
- Performed light housekeeping tasks like changing bed linens or tidying up living areas.
Department Head
Hobby Lobby
Albany, GA
11.2019 - 05.2021
- Trained employees on proper and safe use of equipment and tools.
- Worked closely with sales associates to complete tasks.
- Handled shift overstock, restocking and inventory control.
- Utilized excellent math skills to maintain accurate inventory levels.
- Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building.
- Performed opening and closing duties and handled cash management.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed large volume of guests and improved overall customer service.
- Maintained cleanliness in assigned areas following company standards.
Cashier
Kroger's Grocery
Douglasville, GA
10.2016 - 01.2019
- Accepted and processed credit and cash payments, making correct change from cash register drawer.
- Developed exceptional security procedures to prevent theft and malicious activity.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Helped customers find specific products, answered questions and offered product advice.
- Worked closely with front-end staff to assist customers.
- Trained new team members in cash register operation, stock procedures and customer services.
- Learned roles of other departments to provide coverage and keep store operational.
- Verified customer age requirement for alcohol or tobacco purchases.
- Performed general cleaning duties such as sweeping, mopping floors and taking out garbage.
Remote Customer Service Representative
ContinuumGlobal - Verizon
Remote
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Call Center Representative
Teleperformance - AT&T
Albany, GA
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to resolve service and billing issues.
- Navigated through computer systems to review information and respond appropriately to callers.
- Offered resolutions to de-escalate calls and solve customer issues.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Educated customers on special pricing opportunities and company offerings.
Package Handler
FedEx
Denver, CO
- Assisted in loading delivery trucks with prepared packages.
- Disposed of debris and hazardous materials properly to avoid contamination.
- Resolved conveyor system issues by clearing jams and blockages.
- Logged packaging activities and filed reports in company databases.
- Used scanners to track parcel information, condition or receipt.
Cleaning Professional
Top To Bottom Cleaning
Pottstown, Pennsylvania
- Cleaned residential and commercial spaces using industry-standard equipment and supplies.
- Followed safety protocols while handling cleaning chemicals and equipment.
- Organized cleaning schedules to ensure timely completion of tasks.
- Communicated with clients to understand specific cleaning needs and preferences.
- Scrubbed walls, baseboards and windowsills to remove dirt buildup.
- Performed daily dusting, leather, and wood surface polishing and wall washing.
- Vacuumed carpeted areas and mopped solid surfaces with proper chemical solutions.
- Kept records of completed tasks such as time spent on each task, amount of supplies used.
Education
High School Diploma -
South Paulding High School
Douglasville, GA05.2018
Some College (No Degree) - Public Speaking Course
Albany State University
Albany, GASome College (No Degree) - Psychology
Albany State University
Albany, GASkills
- Supply and inventory management
- Vendor management
- Training and mentoring
- Retail
- Issue and conflict resolution
- Helpful and Service-Oriented
- Independent and Self-Directed
- Positive Attitude
- Teamwork and Collaboration
- Clear Communication
- Heavy Lifting
- Attention to Detail
- Willingness to Learn
- Money Handling
- Call Center Operations
- Critical Thinking
Timeline
Senior Care Worker
Amada Senior Care
04.2023 - 03.2024
Department Head
Hobby Lobby
11.2019 - 05.2021
Cashier
Kroger's Grocery
10.2016 - 01.2019
Remote Customer Service Representative
ContinuumGlobal - Verizon
Call Center Representative
Teleperformance - AT&T
Package Handler
FedEx
Cleaning Professional
Top To Bottom Cleaning
High School Diploma -
South Paulding High School
Some College (No Degree) - Public Speaking Course
Albany State University
Some College (No Degree) - Psychology
Albany State University