Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Randajai Thornton

Allen,TX

Summary

Personable, friendly and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction. Seasoned Call Center Representative with background in providing high-quality customer service through effective communication. Strengths include ability to manage complex calls, troubleshoot effectively and maintain composure under pressure. Significant impact in previous roles includes improved customer satisfaction rates and efficient problem resolution. Strong multitasker with exceptional interpersonal skills, ensuring a positive experience for each caller.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Call Center Representative

Confidential
Plano, TX
07.2023 - Current
  • Analytical thinking and problem-solving.
  • Handle clients' customer service and technical support product-related inquiries with empathy and patience.
  • Ask probing questions, and use critical thinking to determine the root cause of the issue.
  • Clearly document the caller’s inquiry, troubleshooting steps taken, and resolution/next steps.
  • Compose professionally written emails, and follow proper escalation procedures.
  • Educate and guide customers of all technical skill levels through troubleshooting processes using multiple web-based tools.
  • Experience troubleshooting iOS (iPhone, iPad, iPod Touch), Android (handset, tablet), Kindle, gaming consoles, and/or Windows Phone (handset) devices, and troubleshooting mobile connectivity issues (cellular, Wi-Fi).
  • Multi-task and work independently in a fast-past environment.

Call Center Representative

West Lake Portfolio
Dallas, TX
03.2021 - 05.2023
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service-related issues.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Updated and maintained databases with current information.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Multi-task and work independently in a fast-paced environment.

Call Center Representative

Pizza Hut
McKinney, TX
06.2019 - 02.2021
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Collected deposits or payments and arranged for billing.
  • Used software 3C

Education

High School Diploma -

Penn Foster Career School
Scranton, PA
04-2022

Skills

  • Sales closing
  • Account updating
  • Complaint resolution
  • Call logging
  • Quality assurance optimization
  • Inbound phone calls
  • Proficient in [Microsoft]
  • Call handling
  • Quality assurance
  • CRM navigation

Certification

  • Microsoft Office Specailist

Timeline

Call Center Representative

Confidential
07.2023 - Current

Call Center Representative

West Lake Portfolio
03.2021 - 05.2023

Call Center Representative

Pizza Hut
06.2019 - 02.2021

High School Diploma -

Penn Foster Career School

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Randajai Thornton