Shawna Thompson
Tallahassee
Work Preference
Summary
Seasoned Customer Service Remote Agent with 6 years of diverse experience, including direct customer support and efficient mail handling. Skilled in crisis management, communication, and maintaining high levels of customer satisfaction. Seeking to leverage expertise as a Customer Service Rep to enhance customer experience and support organizational goals.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Health Care Aide
Caring Hands LLC
Tallahasee, Florida
07.2025 - 02.2026
- Assisted patients with daily living activities, ensuring comfort and dignity.
- Monitored vital signs and reported changes to nursing staff for timely interventions.
- Maintained cleanliness of patient areas, adhering to health and safety standards.
- Collaborated with multidisciplinary teams to create personalized care plans for patients.
Food Preparer
McDonald's Restaurant
Tallahassee, FL
2025 - 04.2025
- Prepared food items according to standardized recipes and quality guidelines.
- Maintained cleanliness and sanitation of workstations and kitchen equipment.
- Assisted in inventory management by tracking stock levels of ingredients.
- Collaborated with team members to ensure timely service during peak hours.
Customer Service Remote Agent
NTI
Tallahassee
04.2022 - 05.2023
- As a Customer Service Remote Agent at NTI, I provided exceptional support to customers by promptly addressing inquiries, resolving issues, and maintaining a high level of customer satisfaction. Leveraged strong communication skills to effectively interact with a diverse client base via phone, email, and chat. Demonstrated adeptness in utilizing various customer service software and tools to manage customer records and track interactions. Collaborated with cross-functional teams to improve service delivery and contributed to the development of policies and procedures that enhanced the overall customer experience. Managed time efficiently to meet performance metrics and ensure timely responses in a fast-paced, remote work environment. Acted as a customer advocate, ensuring that feedback was relayed to relevant departments to drive continuous improvement in products and services.
Correctional Officer
Gadsden Correctional Institute
Gadsden
06.2017 - 07.2022
- As a Correctional Officer at Gadsden Correctional Institute, efficiently maintained a secure and orderly correctional facility by enforcing rules and regulations to prevent disturbances, assaults, and escapes. Diligently supervised the activities of inmates, conducted regular headcounts, and monitored the conduct of individuals to thwart contraband smuggling. Demonstrated strong communication skills by effectively liaising between inmates and facility staff, as well as writing detailed reports on inmate behavior and security incidents. Showcased crisis management abilities by responding to emergencies with composure and implementing appropriate security measures. Played a pivotal role in rehabilitation efforts by facilitating inmate access to educational and counseling programs. Upheld the highest standards of safety and security through vigilant inspections of cells and common areas to detect potential security breaches. Fostered a respectful, secure environment by mediating disputes and promoting positive interactions among inmates. Developed and implemented strategies to improve operational efficiency and ensure compliance with all institutional policies and procedures.
Field Merchandiser
Select Media Services
Tallahassee
09.2019 - 03.2022
- As a Field Merchandiser at Select Media Services, I was entrusted with ensuring the optimal presentation of products in various retail outlets. My role encompassed a broad range of responsibilities, including the implementation of planograms, the execution of resets, and the assembly of displays to enhance product visibility and accessibility. I conducted regular inventory checks to maintain stock levels and minimize out-of-stocks, and I promptly reported any discrepancies to management. Through effective collaboration with store management and staff, I ensured compliance with merchandising standards and fostered positive relationships to support future merchandising initiatives. Additionally, I provided invaluable feedback on product performance, customer interactions, and competitive activities to inform strategic decisions. My commitment to excellence and attention to detail contributed to increased sales and improved customer satisfaction within the assigned territory.
Mail Pre Sorter
Florida State University
07.2017 - 03.2021
- As a Mail Pre Sorter at Florida State University, I meticulously managed the processing of incoming and outgoing mail, ensuring accurate sorting according to departmental and individual specifications. My role involved the operation of mail equipment, the organization of bulk mailings, and the maintenance of postal service standards. I diligently coordinated with administrative staff to streamline mail distribution processes, implemented quality control measures to reduce errors, and provided exceptional service in handling confidential correspondence. My attention to detail and efficiency supported the university's communications infrastructure and contributed to the timely and secure exchange of information within the academic community.
Education
Bachelor - Law Enforcement Administration
Ashford University
Chandler, Arizona08-2019
Associates Degree - Criminal Justice
Keiser University
Tallahassee, Florida07-2017
Skills
- Effective Communication
- Problem-Solving
- Empathy
- Active Listening
- Data Entry
- Multitasking
- Time Management
- Adaptability
- Conflict Resolution
- Technical Proficiency (eg
- CRM Software)
Accomplishments
- Supervised team of 10 staff members.
Certification
Altizmer's
CPR
Languages
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If the doors of perception were cleaned, everything would appear to man as it is: infinite.
William Blake
Timeline
Health Care Aide
Caring Hands LLC
07.2025 - 02.2026
Customer Service Remote Agent
NTI
04.2022 - 05.2023
Field Merchandiser
Select Media Services
09.2019 - 03.2022
Mail Pre Sorter
Florida State University
07.2017 - 03.2021
Correctional Officer
Gadsden Correctional Institute
06.2017 - 07.2022
Associates Degree - Criminal Justice
Keiser University
Food Preparer
McDonald's Restaurant
2025 - 04.2025
Bachelor - Law Enforcement Administration
Ashford University