Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kuwanna Thomas

Hogansville,Ga

Summary

Results-driven Customer Service Representative with 4+ years of experience in the banking industry. Demonstrated ability to consistently deliver exceptional service and exceed customer expectations in remote and virtual environments. Expertise in efficiently handling high volumes of customer inquiries, resolving issues, and accurately processing transactions. Proficient in utilizing remote communication tools and CRM software to ensure seamless customer experiences. Possess a strong understanding of banking products, services, and regulations. Seeking a remote position to leverage expertise in providing outstanding service and support to clients.

Overview

12
12
years of professional experience

Work History

Customer Relations Representative

CVS Pharmacy
04.2024 - Current
  • Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.
  • Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
  • Reduced response time by implementing efficient processes for handling customer requests and concerns.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Handled high-pressure situations calmly, ensuring positive outcomes for both the client and the business.
  • Average 60-100 calls per shift.

Customer Service Representative

US Bank
01.2021 - 04.2024
  • Assists customers with account maintenance tasks, such as updating personal information, ordering checks, and resetting passwords.
  • Adheres to bank policies, procedures, and regulatory requirements to ensure compliance with industry standards and protect customer confidentiality and data security.
  • Follows established protocols for verifying customer identities, authenticating transactions, and detecting and reporting suspicious activity to mitigate fraud risks.
  • Educated customers on online banking features and self-service options, guiding them through the process of managing their accounts securely and efficiently.
  • Average 50-60 calls per shift

Customer Service Agent

Alight Solutions
01.2019 - 01.2021
  • Handled incoming customer inquiries via phone, email, chat, or social media in a professional and courteous manner.
  • Offered technical assistance, troubleshooting guidance, and product/service recommendations to customers experiencing difficulties or seeking advice.
  • Educated customers on product features, usage instructions, and troubleshooting steps to enhance their overall experience and satisfaction.
  • Provided accurate and helpful information to address customer questions, concerns, and requests regarding products, services, billing, and account management.
  • Average 60-80 calls per shift

Customer Service Representative

Best Buy
01.2016 - 01.2019
  • Provided excellent customer service by greeting customers, answering inquiries, and addressing concerns in person, over the phone, or via email.
  • Processed sales transactions accurately and efficiently using point-of-sale (POS) systems.
  • Rung up purchases, accepted payments, and issue receipts. Handled returns, exchanges, and refunds according to Best Buy's policies and procedures, ensuring customer satisfaction and compliance with company guidelines.
  • Assisted customers with product selection, provide information on product features and specifications, and offer recommendations based on their needs and preferences.
  • Average 60-80 calls per shift

Call Center Representative

William Sonoma
01.2013 - 01.2016
  • Provided exceptional customer service by answering inbound calls from customers, addressing inquiries, and resolving issues related to product orders, deliveries, returns, and exchanges.
  • Accurately documented customer interactions, inquiries, and resolutions in the company's customer relationship management (CRM) system.
  • Followed up with customers as needed to ensure their satisfaction with the resolution of their inquiries or issues and collaborated with cross-functional teams, including logistics, fulfillment, and customer care, to address customer concerns and improve overall service quality.
  • Utilized product knowledge and company resources to assist customers in making informed purchasing decisions and enhancing their overall shopping experience.
  • Average 40-60 calls

Education

High School Diploma -

Callaway High School
Hogansville, GA
05.2005

Skills

  • Banking and Financial Services
  • Inbound & Outbound Calling
  • Customer Relationship Management
  • Problem Solving and Conflict Resolution
  • Administrative and Office Support
  • Efficient and Detail-Oriented
  • Understanding Customer Needs

Timeline

Customer Relations Representative

CVS Pharmacy
04.2024 - Current

Customer Service Representative

US Bank
01.2021 - 04.2024

Customer Service Agent

Alight Solutions
01.2019 - 01.2021

Customer Service Representative

Best Buy
01.2016 - 01.2019

Call Center Representative

William Sonoma
01.2013 - 01.2016

High School Diploma -

Callaway High School

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Kuwanna Thomas