ShaNae Thomas
Humble,TX
Summary
Adept at de-escalation and problem resolution, I enhanced customer loyalty and satisfaction at Comcast Technology Solutions through expert complaint handling and empathy. Trained new hires, showcasing leadership and critical thinking. Proficient in Microsoft Excel and call center operations, my approach significantly improved team efficiency and customer service metrics.
Overview
10
10
years of professional experience
Work History
Data Entry Clerk
Conduent Call Center
04.2022 - 06.2024
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Verified accuracy of data entered into system to produce error-free reports.
- Sorted documents and maintained organized filing process.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Created and maintained data entry logs to track data entry activities.
Customer Service Representative
Comcast Technology Solutions
03.2019 - 10.2021
- Answering 45-65 incoming calls per shift along with some outgoing.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained staff on operating procedures and company services.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative
Freeway Insurance
01.2014 - 12.2018
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
High School Diploma -
Sam Houston High School
Arlington, TX05.2007
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Call Center Operations
- Professional telephone demeanor
- Product Knowledge
- Documentation
- Administrative Support
- Staff Training
- De-Escalation Techniques
Timeline
Data Entry Clerk
Conduent Call Center
04.2022 - 06.2024
Customer Service Representative
Comcast Technology Solutions
03.2019 - 10.2021
Customer Service Representative
Freeway Insurance
01.2014 - 12.2018
High School Diploma -
Sam Houston High School