Ronnequa Thurman
Tallahassee,FL
Summary
Successful Customer Service Expert with 10+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
9
9
years of professional experience
Work History
Verizon Customer Care Representative
Verizon Wireless
2022.09 - Current
- Evaluated customer information to explore issues, develop solutions and maintain high-quality service
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
- Assisted 40 customers in an average 8 hours by answering questions, responding to inquiries and handling telephone requests
- Delivered excellent customer service, resulting in consistent 5/5 surveys, and led with an overall customer satisfaction and Verizon satisfaction rate of 95% and higher every month since start date
- Led training groups on customer satisfaction and customer support strategies, resulting in team exceeding customer satisfaction goal for goal.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships for the company.
- Contributed to team success, consistently achieving call center performance metrics.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
Bridal Consultant
David's Bridal
2021.12 - 2022.06
- Obtain product knowledge to successfully market to the ideal demographic
- Created and implemented POS system to manage inventory, sales, and customer database
- Rewarded as David's Bridal Most 5 Star reviewed Consultant in Tallahassee, Fl.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Exceed daily sales goal.
- Demonstrated excellent problem-solving skills when addressing any challenges faced during fittings or alterations appointments, ensuring client satisfaction at all times.
- Educated brides on proper gown care, fitting procedures, and alterations timelines to set realistic expectations and avoid last-minute stressors.
- Managed inventory control systems to maintain accurate stock levels, minimize loss, and optimize sales opportunities for the boutique.
Esthetician
Aveda Institute
2021.03 - 2021.09
- Perform microdermabrasion facials and recommend appropriate skincare products to improve sales
- Assist with hair removal through waxing treatments (eyebrow, bikini, Brazilian), ensuring client comfort throughout process
- Maintain strong customer relationships by offering customized treatment plans, including facials based on skin type
- Ensured client and coworker safety by regularly cleaning station and sanitizing all tools and equipment
- Developed positive relationships with clients, encouraging regular treatments and maintaining high rebooking rates.
Nanny
The Allston's Family
2019.07 - 2020.11
- Provided care for infant baby girl until the age of 2 years old
- Designed, planned, and hosted age-appropriate activities that taught children about numbers, colors, letters, and shapes
- Performed light housekeeping and errand duties such as dusting, washing dishes, and stopping at the post office
- Prepare nutritious meals for the child and/or the family, ensuring adherence to strict allergen guidelines
- Perform first aid or cardiopulmonary resuscitation (CPR) when required.
Personal Assistant
Verando Marshall
2017.04 - 2018.03
- Acting as a first point of contact: dealing with correspondence and phone calls
- Managing diaries and organizing meetings and appointments, often controlling access to the manager/executive
- Booking and arranging travel, transport and accommodation
- Organizing events and conferences
- Reminding the manager/executive of important tasks and deadlines
- Typing, compiling and preparing reports, presentations and correspondence
- Managing databases and filing systems
- Implementing and maintaining procedures/administrative systems
- Liaising with staff, suppliers and clients
- Collating and filing expenses
- Miscellaneous tasks to support their manager, which will vary according to the sector and to the manager's remit, e.g
- Completing some corporate governance reporting (to ensure that the business is being run properly and complying with legislation and regulations) or conducting research.
Hostess/Server
B&D Burgers
2017.03 - 2017.10
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Proactively assisted servers during busy times, helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.
- Reduced wait times for guests by effectively coordinating with other team members during peak hours.
- Answered phone calls to take orders, give information and document reservations.
Hostess/Server
Longhorn's
2016.09 - 2017.03
- Backed up servers by checking on tables and retrieving items for guests.
- Provided patrons with estimated waiting times during peak service hours.
- Opened and closed seating sections according to volume of guests.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
Nanny
The Fritz's
2016.04 - 2017.02
- Cared for a brilliant 2-year-old boy
- Created age-appropriate activities for the children that included putting on plays that they wrote, creating art projects, visiting local museums, and spending the afternoon at the park or beach
- Provided child's safety knowledge that included holding an adult's hand when crossing the street, how to say no to strangers, and what to do in case of a fire.
Seasonal Sales/Stock Associate
Forever 21
2016.09 - 2017.01
- Ensure high levels of customer satisfaction through excellent sales service
- Assess customers needs and provide assistance and information on product features
- Welcome customers to the store and answer their queries
- Follow and achieve department's sales goals on a monthly, quarterly, and yearly basis
- 'Go the extra mile' to drive sales
- Maintain in-stock and presentable condition assigned areas
- Actively sought out customers in store
- Remain knowledgeable on products offered and discussed available options
- Process POS (point of sale) purchases
- Cross-sell products
- Handle returns of merchandise
- Team up with co-workers to ensure proper customer service
- Build productive trust relationships with customers
- Comply with inventory control procedures.
Hostess/Server
Applebee's
2016.01 - 2016.09
- Answered customer questions about hours, seating, and menu information.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
Education
Licensed Esthetician -
Aveda Institute - Tallahassee, FL
09.2021
High school -
Bainbridge High School - Bainbridge, GA
05.2012
Skills
- Customer Service (More than 10 years)
- Teamwork and Management (over 10 years)
- Tech Literacy (More than 10 years)
- Communications (8 years)
- Microsoft Excel
- Microsoft Word
- Call Center Experience
- Billing Inquiries
- Inbound Customer Service
- Data Entry
- Conflict Mediation
- Documentation And Reporting
Timeline
Verizon Customer Care Representative
Verizon Wireless
2022.09 - Current
Bridal Consultant
David's Bridal
2021.12 - 2022.06
Esthetician
Aveda Institute
2021.03 - 2021.09
Nanny
The Allston's Family
2019.07 - 2020.11
Personal Assistant
Verando Marshall
2017.04 - 2018.03
Hostess/Server
B&D Burgers
2017.03 - 2017.10
Hostess/Server
Longhorn's
2016.09 - 2017.03
Seasonal Sales/Stock Associate
Forever 21
2016.09 - 2017.01
Nanny
The Fritz's
2016.04 - 2017.02
Hostess/Server
Applebee's
2016.01 - 2016.09
Licensed Esthetician -
Aveda Institute - Tallahassee, FL
High school -
Bainbridge High School - Bainbridge, GA