Renetta Thompson
Union City,GA
Do not go where the path may lead, go where there is no path and leave a trail.
Ralph Waldo Emerson
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
24
24
years of professional experience
Work History
Customer Service Manager
Teleperformance USA
Louisville , KY
04.2015 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Monitored calls, identifying errors and recommending and creating performance improvement plans.
- Developed and implemented strategies for providing excellent customer service experience and meeting KPI
- Reviewed customer feedback and complaints to identify areas of areas for improvement.
- Monitored staff performance to ensure adherence to compliance and customer service standards.
- Created reports on customer feedback, complaints, and suggestions for management review.
Program Coordinator
Military Custom Design and Graphics
Louisville , KY
10.2010 - 03.2015
- Drafted communications about upcoming events or changes.
- Served as a liaison between external organizations and partners involved in delivering services.
- Developed and implemented activities according to established goals and objectives.
- Coordinated meetings with stakeholders.
- Maintained up-to-date records related to program activities.
- Managed the day-to-day operations of the program, ensuring compliance.
Support Coordinator Supervisor
HRDI
Frankfort , KY
04.2003 - 08.2004
- Assisted clients in accessing and utilizing community resources to meet their needs.
- Developed and maintained relationships with external service providers.
- Provided crisis intervention services, as needed.
- Monitored progress of clients' goals and objectives.
- Maintained accurate records of client interactions and services provided.
- Conducted home visits to ensure safety of clients in their environment.
- Coordinated transportation services for clients to access necessary medical appointments or other activities outside the home setting.
- Collaborated with multidisciplinary teams to coordinate care plans for clients.
- Acted as an advocate on behalf of clients when appropriate and necessary.
- Assessed risk factors associated with a variety of mental health issues and developed strategies for managing them effectively.
- Provided education about available community resources such as housing, employment opportunities, financial assistance programs.
Senior Customer Support Coordinator
Seven Counties Services Inc.
Louisville , KY
10.2000 - 05.2003
- Assisted families with inquiries regarding support for families members with developmental disabilities services .
- Provided technical assistance to families with application for stated general funds and support for community living services.
- Coordinated support team and wrote person centered plans as outlined by the state.
- Evaluated plans and documented all services and ensured adherence to state regulatory standards. Documented and submitted monthly.
- Conducted training sessions for new support staff members.
- Resolved escalated complaints in a timely manner.
Education
Bachelor of Science - Business Administration
12-1999
Bachelor of Arts - Economics
Skills
- Complaint resolution
- Training and mentoring
- Handling Escalations
- Call Monitoring
- Regulatory Compliance
- One Call Resolution
- Quality Assurance
- Call Center Operations
- Tactful and diplomatic
- Decision-Making
- Focused on customer satisfaction
- Persuasive
- Work Prioritization
- Training and coaching
- Product Knowledge
- Performance Evaluations
- Policy Enforcement
- Quality Assurance Controls
- Positive and Constructive Feedback
- Team Building and Leadership
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
- Licensed [Job Title] - [Timeframe]
Timeline
Customer Service Manager - Teleperformance USA
04.2015 - Current
Program Coordinator - Military Custom Design and Graphics
10.2010 - 03.2015
Support Coordinator Supervisor - HRDI
04.2003 - 08.2004
Senior Customer Support Coordinator - Seven Counties Services Inc.
10.2000 - 05.2003
Kentucky State University - Bachelor of Science, Business Administration
Spelman College - Bachelor of Arts, Economics