SHONA THOMAS
Springfield,IL
Overview
6
6
years of professional experience
Work History
Senior Customer Associate
Mom Project
04.2020 - 10.2025
- Led customer service initiatives to enhance client satisfaction and retention. Answered +75 calls daily
- Trained and mentored junior associates on best practices for customer engagement.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Streamlined communication processes between departments to improve response times.
- Utilized CRM software to track interactions, ensuring detailed records of all communications for future reference and analysis.
- Analyzed customer feedback to identify trends and recommend actionable improvements.
- Assisted customers via multiple channels, including phone, email, chat support, and social media platforms, ensuring accessibility and convenience.
- Developed training materials to support onboarding of new team members efficiently.
- Collaborated with cross-functional teams to resolve complex customer issues effectively.
- Implemented strategies that improved overall service quality and operational efficiency.
- Maintained detailed records of customer interactions to inform future service enhancements.
Education
Bachelor of Science - Project Management
Northeastern Illinois University
Chicago, IL01-2025
Skills
- Multitasking proficiency
- Exceptional communication
- Training and mentoring
- Strong negotiation
- Client retention strategies
- CRM software proficiency
- Customer service
- Problem-solving
- Industry awareness
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Affiliations
- EveryMom Chicago
Timeline
Senior Customer Associate
Mom Project
04.2020 - 10.2025
Bachelor of Science - Project Management
Northeastern Illinois University