Relesha Thomas
Saint Louis,M0
Summary
Attentive Customer Service Representative with 6 years achieving customer service satisfaction and customer retention goals. Independent and quick-thinking team player.
Overview
9
9
years of professional experience
Work History
Driver Examiner
Missouri Highway Patrol
09.2023 - Current
- Providing applicants with written, road signs, vision, and skills driver test.
- Coordinated efficient routes to avoid delays and optimize schedules.
- Responded to customer requests for services, and company information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
Claims Representative
GC Services
08.2020 - 09.2023
- Provided top-notch customer service via online chat platforms, addressing member inquiries about app functionalities and account management
- Assisted members in maximizing their Membership benefits by providing tailored resources and guidance
- Escalated complex technical issues to thee engineering team and communicated solutions back to members effectively
- Drafted clear and helpful support articles and contributed to creating comprehensive member tutorials
- Regularly used the company's app, providing detailed feedback on beta features to the product team, helping to refine and improve the user experience
- Managed multiple tasks efficiently, balancing competing priorities and ensuring timely resolution of member issues
- Took initiative in identifying potential issues and proposing solutions to enhance customer satisfaction and operational workflows.
- Followed up with customers on unresolved issues.
- Worked productively in fast-moving work environment to process large volumes of claims.
Cashier
Auto Zone Auto Parts
08.2017 - 07.2020
- Processed customer transactions accurately and efficiently using point-of-sale (POS) systems, including cash, credit, and gift card payments
- Provided exceptional customer service by greeting customers, answering questions, and resolving inquiries or concerns in a friendly and professional manner
- Maintained cleanliness and organization of the cashier area, including stocking bags, receipt paper, and other supplies as needed
- Assisted with inventory management tasks, including receiving shipments, restocking merchandise, and performing periodic inventory counts
- Collaborated with team members to ensure smooth operation of the checkout lanes and timely resolution of customer issues
- Participated in ongoing training and development programs to enhance product knowledge and customer service skills
- Adhered to company policies and procedures regarding cash handling, returns, exchanges, and store security measures.
- Worked flexible schedule and extra shifts to meet business needs.
- Addressed customer needs and made product recommendations to increase sales.
- Lifted up to 40 pounds at once and used forklift to move heavier loads.
Member Service Representative
Sams Club
08.2015 - 05.2018
- Provided exceptional customer service by greeting customers, answering questions, and assisting with product selections
- Handled returns, exchanges, and refunds in accordance with company policies, ensuring customer satisfaction
- Utilized CRM software to log customer interactions, track issues, and follow up on outstanding cases
- Coordinated with management to develop and implement strategies to improve customer service standards
- Achieved top sales associate status for three consecutive quarters, recognized for upselling and cross-selling techniques.
- Developed and actualized customer service initiatives to decrease wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
Education
Associate of Applied Science - Criminal Justice
Florissant Valley Community College
Saint Louis MO05.2014
Skills
- Finance Support
- Chat Support
- Customer Experience
- Customer Services
- Problem-Solving
- Account Management
- Appointment Scheduling
- Vehicle Inspection
- Policy understanding
- Coverage Determination
- Flexible Schedule
- Decision-Making
- DOT Compliance
- Revenue Generation
- Safety Management
Timeline
Driver Examiner
Missouri Highway Patrol
09.2023 - Current
Claims Representative
GC Services
08.2020 - 09.2023
Cashier
Auto Zone Auto Parts
08.2017 - 07.2020
Member Service Representative
Sams Club
08.2015 - 05.2018
Associate of Applied Science - Criminal Justice
Florissant Valley Community College
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