Regina Thomas
Las Vegas,Nevada
Summary
Dynamic individual with hands-on experience in Call Center Customer Service Representative roles with a talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
31
31
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Customer Service Representative
24-7 Intouch
Las Vegas, NV
01.2020 - 08.2024
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
C3 Customer Contact Channels
Chattanooga, TN
07.2016 - 01.2019
- 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.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
Convergy's, Chattanooga, TN
Chattanooga, TN
06.1999 - 03.2012
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
Inter-Office Mail Distributioner
Blue Cross Shield of Tennessee
Chattanooga, TN
07.1993 - 05.1998
- Supported office staff by completing various administrative tasks such as data entry, scheduling appointments, and handling mail distribution.
- Reduced errors in mail handling through meticulous attention to detail and thorough organization.
- Minimized errors in mail distribution, carefully examining labels and barcodes to ensure accurate routing.
- Distributed incoming mail from shipments, couriers and postal delivery to 6 departments within organization.
- Expedited daily mail processing through efficient sorting, distribution, and dispatching procedures.
- Increased accuracy in mail distribution by carefully reviewing address information and identifying potential errors or inconsistencies.
- Managed incoming mail, ensuring proper distribution to relevant departments or personnel.
- Expedited mail processing through accurate sorting, distribution, and dispatching of incoming/outgoing correspondence.
- Supported office duties such as filing, photocopying, and mail distribution, contributing to an organized workspace.
- Enhanced customer satisfaction through timely and accurate mail distribution within the organization.
Education
Carrington College
Las Vegas, NV 05.2015 - 05.2016
Skills
Customer Service
Problem-solving abilities
Active Listening
Critical Thinking
Data Entry
Customer Relations
Problem Resolution
Call center experience
Computer Proficiency
Conflict Resolution
Complaint Handling
Microsoft Excel
Certification
- CPC - Certified Professional Coder
- Carrington College Las Vegas, NV Training - 1 year
Timeline
Customer Service Representative
24-7 Intouch
01.2020 - 08.2024
Customer Service Representative
C3 Customer Contact Channels
07.2016 - 01.2019
Carrington College
05.2015 - 05.2016
Customer Service Representative
Convergy's, Chattanooga, TN
06.1999 - 03.2012
Inter-Office Mail Distributioner
Blue Cross Shield of Tennessee
07.1993 - 05.1998