Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Silyne Thomas

Jersey City,NJ

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Now transitioning into healthcare to enhance skills and provide quality care.

Overview

7
7
years of professional experience

Work History

Security Officer

IPS Security
Jersey City, NJ
03.2023 - 08.2023
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Scheduled service appointment to resolve complex, site-specific issues.
  • Consulted with customers to resolve service and billing issues.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Processed customer account changes with proprietary software.
  • Developed strategies to improve customer service processes and procedures.
  • Updated databases with new and modified customer data.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Established trustful relationships with customers through effective communication skills.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Provided customer service in a courteous and professional manner.
  • Maintained accurate records of customer interactions and transactions.
  • Made outbound calls to obtain account information.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Followed up on emailed or web-submitted customer inquiries within standard response times.

Dispatch

Amazon
Kearny, NJ
07.2021 - 11.2022
  • Managed a large volume of phone calls while ensuring accuracy in data entry.
  • Utilized various software systems to facilitate movement, planning and scheduling.
  • Received or prepared work orders.
  • Managed daily delivery and work schedules to maximize coverage.
  • Monitored changes in delivery schedule and communicated changes to customers.
  • Received and dispatched calls for emergency services.
  • Assigned drivers to appropriate routes based on customer needs.
  • Dispatched drivers to meet daily delivery needs for company customers.
  • Verified driver credentials prior to assigning them a route or task.
  • Ensured compliance with safety regulations and company policies.
  • Coordinated with other dispatchers to ensure efficient delivery schedules were met.
  • Prepared daily work and run schedules.
  • Resolved customer complaints related to service issues or delays.
  • Advised personnel about accidents, weather conditions or other hazards.
  • Ordered supplies or equipment to issue to personnel.
  • Monitored personnel or equipment locations and utilization to coordinate service and schedules.
  • Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
  • Organized paperwork associated with deliveries including manifests, bills of lading, packing slips.
  • Developed strategies for improving efficiency within the dispatch department.

City Carrier Assistant

United States Post Office
Jersey City, NJ
11.2016 - 02.2021
  • Delivered mail along established routes using a vehicle provided by the USPS.
  • Provided exemplary services to customers by being pleasant and engaging and offering to assist with mail-related concerns.
  • Separated mail to be transported to relay boxes along route for subsequent delivery.
  • Communicated regularly with supervisor regarding changes in route or schedule.
  • Obtained signed receipts for registered, certified and insured mail, collecting associated charges and completing necessary paperwork.
  • Collected mail from distribution and prepared in sequence for efficient delivery.
  • Operated hand-held scanners to track packages during delivery process.
  • Inspected vehicles daily to ensure safe operation.
  • Gathered mail and packages from mailboxes on foot and by vehicle on designated route.
  • Used portable electronic scanner to track parcels and record tracking progress.
  • Acquired customer signature for registered and insured mail.
  • Maintained logs of deliveries and pickups.
  • Adhered to all USPS policies and procedures when performing job duties.
  • Assisted customers with package pickups, deliveries, and inquiries.
  • Prepared appropriate paperwork for delivery of packages and collected payments where applicable.
  • Collected outgoing mail from homes and businesses to deliver to post office for processing.
  • Responded to customer complaints regarding their mail service in a professional manner.
  • Managed clerical duties within mail office and collaborated with other employees in team-centered environment.
  • Performed customer service duties such as providing change of address cards or other postal forms.
  • Maintained professional and effective public relations with customers and community members.

Education

Diploma - Sterile Processing Technology

Penn Foster Career School
Scranton, PA
07-2024

Diploma - Medical Administrative Assistant

Penn Foster Career School
Scranton, PA

Skills

  • Access Control
  • Identification Verification
  • Emergency Response
  • Stationary Surveillance
  • Staff Management
  • Complex Problem-Solving
  • Shift Work Experience
  • Report Writing
  • Data Entry
  • Database Management
  • Work Order Management
  • Customer Relations
  • Service Coordination
  • Schedule Coordination
  • Updating Logs
  • Processing Orders
  • Coordinating Urgent Deliveries
  • Customer Relationship Management

References

References available upon request.

Timeline

Security Officer

IPS Security
03.2023 - 08.2023

Dispatch

Amazon
07.2021 - 11.2022

City Carrier Assistant

United States Post Office
11.2016 - 02.2021

Diploma - Sterile Processing Technology

Penn Foster Career School

Diploma - Medical Administrative Assistant

Penn Foster Career School

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Silyne Thomas