Marretta Thomas
Customer Service Advocate
Columbus,GA
Summary
Focused Customer Service Advocate with over 6 years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
14
14
years of professional experience
Work History
Senior Customer Service Representative Lead
Aflac
Columbus, GA
12.2014 - 09.2023
- Strengthened customer retention by reminding customers of the medical services they can be compensated for.
- Trained staff to provide excellent customer service to challenging customers.
- Routed calls from multiple sites to correct personnel and assisted with complex cases.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Monitored phone calls to promote better service, provide feedback, and coaching.
Customer Service Supervisor
MAPFRE Road America
Columbus, GA
02.2012 - 02.2014
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Evaluated employee job performance and motivated staff to improve productivity.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Interviewed, hired and trained staff to meet company objectives.
- Monitored phone calls to promote better service and provide feedback.
Mail Services Lead
Bantec
Columbus, GA
02.2012 - 02.2014
- Entered change of address orders into computers by processing forwarding address stickers.
- Communicated with customers, employees and vendors to answer questions and address complaints.
- Monitored and directed work of lower-level clerks.
- Stuffed envelopes for company mail-outs such as Aflac.
- Troubleshot office equipment, computer hardware and software issues.
- Supported office clerical functions using word processing and other software, email and office machines.
- Operated photocopiers and scanners, facsimile machines and personal computers.
- Typed, formatted and edited correspondence and other documents.
- Trained staff members to perform work activities and use computer applications.
Office Clerk
Ranger Joe's International
Columbus, GA
02.2010 - 02.2012
- Answered multi-line telephone system and routed calls to appropriate personnel.
- Created, updated and maintained detailed documents, charts and spreadsheets to sort company information.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Created travel itineraries and made adjustments to meet client specifications.
- Took payments via credit and debit cards and handled sensitive information with professionalism and discretion.
- Provided secretarial and office management support while building cooperative working relationships.
- Coordinated appointments, meetings and conferences.
- Scheduled appointments, meetings and events for management staff.
Education
Associate of Applied Science - Human Resources Management
Columbus Technical College
Columbus, GA12.2024
Certificate of Event And Meeting Management - Business Administration And Management
University of Georgia
Athens, GA12.2019
High School Diploma -
Kendrick High School
Columbus, GA05.2004
Skills
- Supervision & Leadership
- Friendly, Positive Attitude
- Critical Thinking
- Conflict Resolution
- Microsoft Office
- Team Management
- Customer Service
- Training & Development
- Handling Escalations
- Call Center Operations
- Coaching and Mentoring
- Recruitment and Hiring
- Quality Assurance
- Verbal and Written Communication
- One Call Resolution
- Positive and Constructive Feedback
- Issue and Complaint Resolution
- Policies and Procedures
- Skill Development
- Staff education and training
- Complaint resolution
- Key stakeholder relationship building
- Training development aptitude
- Service standard compliance
- Recordkeeping strengths
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Everyone you will ever meet knows something you don’t.
Bill Nye, the Science Guy
Timeline
Senior Customer Service Representative Lead
Aflac
12.2014 - 09.2023
Customer Service Supervisor
MAPFRE Road America
02.2012 - 02.2014
Mail Services Lead
Bantec
02.2012 - 02.2014
Office Clerk
Ranger Joe's International
02.2010 - 02.2012
Associate of Applied Science - Human Resources Management
Columbus Technical College
Certificate of Event And Meeting Management - Business Administration And Management
University of Georgia
High School Diploma -
Kendrick High School
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