Summary
Overview
Work History
Education
Skills
References
Timeline
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Scarlett Thompson

Eden,NC

Summary

Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

ContinuumGlobal
Richmond, VA
09.2024 - Current
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered customer inquiries via phone, email, and chat.

Substitute Teacher

Rockingham County Schools
Eden, NC
01.2024 - 09.2024
  • Maintained a safe learning environment by enforcing school rules and regulations.
  • Left notes for head teacher about notable students, events and problems.
  • Engaged students in discussions to promote interest and drive learning.
  • Maintained classroom order and enforced school and class rules.
  • Implemented lesson plans assigned by classroom teacher to educate students about key concepts.
  • Developed and enforced behavioral management plans.
  • Attended training and workshops to improve teaching skills.
  • Encouraged positive behavior among students through effective communication techniques.
  • Provided notes and reports on school day activities to primary teacher.
  • Showed PowerPoint Presentations, videos and interactive websites to aid students with comprehension.
  • Assisted with classroom management issues when needed.
  • Assisted struggling students with classroom assignments with one-on-one tutoring.
  • Maintained accurate records of student performance, attendance and behavior.
  • Provided instruction and guidance to students in the absence of a regular teacher.
  • Followed established lesson plans to continue learning trajectory.
  • Requested as substitute teacher based on excellent referrals and trusted performance.
  • Organized classroom activities, games and tasks to enhance interactive learning experience.

Trainer

Faneuil, Dominion Energy, Confroy Blvd
Richmond, VA
01.2020 - 01.2024
  • Updated course materials based on industry changes or customer requests.
  • Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
  • Monitored student progress throughout courses.
  • Prepared reports on training activities and results.
  • Maintained detailed records of attendance at each session.
  • Assessed training needs through surveys, interviews with employees, focus groups and consultation with managers.
  • Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
  • Created and distributed instructional materials to support training sessions.
  • Participated in meetings related to curriculum development.
  • Maintained strong knowledge by participating in workshops, conferences, and online education classes.
  • Organized and maintained course material files, documents, and records.
  • Provided feedback on instructor performance during classes.
  • Assessed training needs through surveys, interviews with employees or focus groups.
  • Collaborated with other trainers to develop effective strategies for teaching.
  • Maintained up-to-date records of trainee progress and provided regular updates to management team.
  • Provided constructive feedback and positive reinforcement to keep trainees motivated.
  • Obtained and organized manuals, guides and visual materials for development and training purposes.
  • Managed multiple projects simultaneously while adhering to tight deadlines.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Maintained up-to-date knowledge of industry trends and best practices.

Education

Bachelor of Science - Elementary Education

University of Phoenix
Tempe, AZ
05-2027

Skills

  • Microsoft Excel
  • Account management
  • Proofreading
  • Complaint resolution
  • Account updating
  • Scheduling
  • Recordkeeping strengths
  • Positive and professional
  • Data entry
  • Call triaging
  • Stress management
  • Call center procedures
  • Problem-solving
  • Active listening
  • Call escalation
  • Office equipment proficiency
  • De-escalation techniques
  • Customer satisfaction measurement
  • Hospitality and accommodation
  • Complaint handling
  • Multi-line telephone operations
  • Training development aptitude
  • Critical thinking
  • Paperwork processing
  • Customer relationship management (CRM)
  • Microsoft PowerPoint
  • Problem resolution
  • Inbound and outbound calling
  • High-energy attitude
  • Empathy and patience
  • Multi-task management
  • Strong teamwork
  • Call center operations

References

References available upon request.

Timeline

Customer Service Representative

ContinuumGlobal
09.2024 - Current

Substitute Teacher

Rockingham County Schools
01.2024 - 09.2024

Trainer

Faneuil, Dominion Energy, Confroy Blvd
01.2020 - 01.2024

Bachelor of Science - Elementary Education

University of Phoenix

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Scarlett Thompson