Qzuanita Thomas
Haines City,FL
Summary
Proven track record in enhancing customer satisfaction and loyalty, demonstrated at Qurate Retail through adept complaint resolution and critical thinking. Excelled in high-pressure situations, employing professional telephone demeanor and active listening to achieve positive outcomes. Skilled in both customer service and payment processing, consistently surpassing performance targets.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Qurate Retail
11.2023 - Current
- 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.
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
- Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Handled escalated situations calmly by applying conflict resolution skills when dealing with challenging customers or complex issues.
- Achieved performance targets consistently by maintaining a strong work ethic and dedication to excellence in customer service.
Travel Agent
Rite Choice Travel
07.2018 - 07.2024
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Followed up with customers to increase customer service with travel plans.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
Package Handler
UPS
12.2021 - 02.2022
- Followed safety regulations to maintain safe work environment.
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
- Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
- Reduced damage rates for packages through careful handling and adherence to safety protocols.
- Assembled, sealed, and loaded packages into correct trucks.
- Used hand-held scanners and physical logs to accurately track item movements.
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
- Proved successful working within tight deadlines and a fast-paced environment.
Package Handler
Wal-Mart Distribution Center
10.2017 - 01.2019
- Followed safety regulations to maintain safe work environment.
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
- Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
- Reduced damage rates for packages through careful handling and adherence to safety protocols.
- Assembled, sealed, and loaded packages into correct trucks.
- Used hand-held scanners and physical logs to accurately track item movements.
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
- Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality or timeliness.
Theme Park Crew Member
Universal Orlando Resorts
06.2014 - 12.2017
- Preserved park resources by implementing sustainable practices in daily operations and maintenance tasks.
- Assisted in the preservation of natural habitats by removing invasive species and planting native flora.
- Fostered positive relationships with local community members through outreach initiatives and volunteer opportunities.
- Participated in ongoing training programs to stay current on industry best practices for park management.
- Contributed to a welcoming atmosphere for all visitors by enforcing policies related to inclusivity and accessibility.
- Enhanced visitor experience through timely trash removal and regular upkeep of facilities.
- Provided excellent customer service by resolving visitor inquiries and concerns with professionalism.
- Collaborated with team members to ensure efficient completion of daily tasks and projects.
Education
High School Diploma -
Miami Northwestern Senior High School
Miami, FL06.2004
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Complaint resolution
- Payment Processing
- Professional telephone demeanor
- Order Processing
- Call Management
Timeline
Customer Service Representative
Qurate Retail
11.2023 - Current
Package Handler
UPS
12.2021 - 02.2022
Travel Agent
Rite Choice Travel
07.2018 - 07.2024
Package Handler
Wal-Mart Distribution Center
10.2017 - 01.2019
Theme Park Crew Member
Universal Orlando Resorts
06.2014 - 12.2017
High School Diploma -
Miami Northwestern Senior High School
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