Shelia Thomas
Detroit
Summary
Dynamic Customer Service Representative with a proven track record at PCCW Teleservices, excelling in complaint resolution and technical troubleshooting. Skilled in transforming customer challenges into positive outcomes, demonstrating exceptional call management abilities and a knack for maintaining professionalism under pressure. Achieved significant improvements in customer satisfaction and efficiency.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
PCCW Teleservices
Quincy
06.2010 - 12.2024
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
High School Diploma -
Quincy Senior High School
Quincy, Illinois06-2010
Skills
- Complaint resolution
- Account updating
- Scheduling
- Call management
- Receiving support
- Warranty service
- Technical troubleshooting
- Call center procedures
- Research
Timeline
Customer Service Representative
PCCW Teleservices
06.2010 - 12.2024
High School Diploma -
Quincy Senior High School