Shaakeria Thomas
Stockbridge,GA
Summary
Dynamic Customer Support Specialist with proven success at Target, excelling in conflict resolution and customer service excellence. Enhanced customer satisfaction through effective ticket management and active listening, leading to increased loyalty. Recognized for streamlining processes, significantly improving response times while maintaining professionalism in high-pressure situations.
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
2
2
years of professional experience
Work History
Customer Support Specialist
Target
06.2025 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Multitasked to handle diverse customer needs in high-volume [Type] setting, prioritizing tasks to keep up with challenging deadlines.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
Customer Service Representative
O'Reilly Auto Parts Distribution Center
05.2023 - 06.2024
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Georgia Achievement Charter High School
Augusta, GA03-2018
Skills
- Data entry
- Help desk support
- Call center experience
- Conflict resolution
- Live chat support
- Ticket management
- Quality assurance
- Product knowledge
- Active listening
- Customer response
- [Product or service] support
- Customer service excellence
- Multitasking and organization
- Team collaboration
- Adaptability and flexibility
- Remote support tools
- Service ticket management
Timeline
Customer Support Specialist
Target
06.2025 - Current
Customer Service Representative
O'Reilly Auto Parts Distribution Center
05.2023 - 06.2024
Georgia Achievement Charter High School